WaterMaarq Shop Products Policy
This policy relates only to shop products and items sold via the Gift Shop and excludes bookings and bookable products.
Thank you for choosing to purchase products designed by WaterMaarq Founder, Marlon Quinn, via the WaterMaarq site, we appreciate your kind support.
Please peruse on this page our policies for orders and shipping, and refunds and returns.
WHEN WILL I GET MY ORDER?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
[COVID-19] WHEN WILL I GET MY ORDER?
Our fulfilment times for all products/t-shirts/phone cases/etc. may be slightly longer than usual and may continue to increase until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
It’s difficult to predict the shipping times at present. For the best indication, use the above estimated order fulfilment times and then add an additional time for shipping on top.
WHERE WILL MY ORDER SHIP FROM?
We work with on-demand order fulfilment companies with facilities worldwide!
WILL I BE CHARGED CUSTOMS FOR MY ORDER?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
MY ORDER SHOULD BE HERE BY NOW, BUT I STILL DON’T HAVE IT. WHAT SHOULD I DO?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us via the contact page with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
HOW ARE YOUR PRODUCTS MADE?
We work with several print-on-demand drop shippers. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
HOW DO I TRACK MY ORDER?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at via the contact page.
I RECEIVED A WRONG/DAMAGED PRODUCT, WHAT SHOULD I DO?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at the contact page within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
REFUND AND RETURNS POLICY
Our refund and returns policy lasts 21 days. If 21 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it, ie in the original condition with tags attached and unworn. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable or date-driven goods such as calendars, year books, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods (including swimwear), hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
We reserve the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.
Final sale items are not eligible for return. If a sale item is returned, it will be returned to sender upon receipt.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Books or printed matter with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 21 days after delivery
NEED TO RETURN AN ONLINE ORDER?
- Online returns must be made within 21 days* of the delivered day for. This Excludes Sale items.
All returns are subject to the following conditions (‘Return Conditions’), except in the case of faulty items which may be returned in accordance with the Faulty item section below.
- The return must be made within 21 days* of receipt:
- We will use the tracked delivery date for online purchases as your receipt date
- Original purchase date for in store purchases as per printed receipt
- You have valid proof of purchase
- The items are unworn and in a saleable condition
- The items have not been altered, washed, dry cleaned or damaged while with you; and
- The swing tag and any other applicable packaging is still attached
- We reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.
- We do not issue refunds on any Sale items and only offer online credit notes on full price items
- Gift Vouchers, and |Store Credit can be returned for a Store Credit only
- Refunds only for items deemed faulty, in this instance the item will be replaced or refunded to the value of item at the time of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Only regular priced items may be refunded. Sale items cannot be refunded.
- Refunds are not available on sale and promotional items unless faulty.
- We do not offer exchanges or returns on SALE items
- All Sale Items Purchases are FINAL
- Please take care when selecting our final sale items as there are strictly no exchanges or returns on sale items unless deemed faulty
- If a sale item is returned, it will be returned to sender upon receipt.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a credit to the gift giver and they will find out about your return.
- Unfortunately we do not offer online exchanges
- We cannot hold stock, or guarantee that the item will still be in stock during this time.
BOOK AN ONLINE RETURN
- Available for Online Orders Only
- Please Download Returns Form or more information
- We are not liable for any cost, loss, damage or delay arising from, or in connection with, the transport and return of the goods.
- All orders made with Afterpay are in accordance with all our return policies. Once your order has been processed, you will be issued with a Store Credit Voucher and you will continue to pay your Afterpay instalments. We are unable to offer partial refunds/store credits. The store credit will be deposited for the total value of the item(s) returned.
- For more information on Afterpay’s terms & conditions, you can visit Afterpay’s website here. Or you can contact Afterpay on 1300 100 729.
To avoid disappointment and delay, we recommend that you place a new order for the item you require. And process your original return as normal. That way you are guaranteed the stock and delivery time. Your refund or credit will only be processed when we receive the original item back in accordance with our Return Conditions.
ONLINE RETURN TIMES
- Please allow up to 2-4 business days for returns to be processed once received at our premises (as per your tracking number).
- You will be notified via email once your return has been successfully processed or rejected
- If an item is deemed faulty, we will offer to replace or provide a credit for the value of the item. We only replace items if they are defective or damaged.
- If the item is deemed faulty, we will offer to replace or refund the value of the item plus delivery charges payable by you
- If the fault is “major” you can ask for a refund or replacement
To return your product, you should mail your product with the RETURNS FORM to:
PO Box 166
Blairgowrie VIC 3942
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
NEED FURTHER ASSISTANCE?
Contact us for questions related to refunds and returns.
PO Box 166
Blairgowrie VIC 3942
Please include your name, contact number and booking reference in all communications for timely response.