Refund policy

Shipping & Refund Policy

 

Shipping Policy

 

All MAV Aqua Doc orders over $75 ship free within the continental United States. We do not currently offer international shipping.

All orders are shipped via USPS Priority mail.

 

Return & Refund Policy

 

We want you to feel great about shopping with AquaDoc. To make things easy, we have outlined our return eligibility by product type below that shows which items are returnable and what items are not, so you can quickly find the information that applies to your purchase.

Product

Returnable

Not Returnable

Chemical Products

Within 90 days of purchase. No explanation required. Limited to the first two bottles purchased per year.

Beyond 90 days. More than two bottles returned per year.

Pool and Spa Equipment

Unused, uninstalled, complete,and in original manufacturer packaging in resaleable condition. 


Requests must be submitted within 45 days of delivery. Items delivered by freight have additional delivery inspection requirements. See Returns section.

Used or installed items, including pool cleaners, motors, lightbulbs, pool kits, construction materials, and bagged goods. 

Covers and Liners

Unopened and in original manufacturer packaging. Return request should be within 14 days from delivery date. Manufacturer packaging must remain unmarked.

Opened, unrolled, unfolded, or marked packaging.

Incorrect Item Shipped

Returnable if returned undamaged within 10 days.

Returns outside 10 days or items returned damaged.

Eagle Ray Digital Testing Kit

If the device is confirmed defective and the issue is reported within 90 days of purchase. Limited to one device per customer.

Issues reported after 90 days of purchase.

Tiles

Non-returnable for safety and compliance reasons.

Special Order or Custom Items

Items labeled as custom, marked with an asterisk, or items without a standard part number.

 

Returns

  • Return eligibility depends on the product category listed in the table above. Certain pool/spa equipment may not be eligible due to manufacturer restrictions.

  • Return authorization (RA) is required prior to shipping any return. Email hello@mavaquadoc.com to request a return authorization (include your order number and the email address or phone number used to place the order).

  • Once approved, include your RA number on your shipping label. Do not write on the manufacturer packaging, as doing so may result in an additional 20% packaging fee per supplier policy

  • Authorizations are valid for 10 days. Returns sent without authorization cannot be accepted.

  • Return shipping is the customer’s responsibility unless the item is defective or sent incorrectly.

  • Freight deliveries must be inspected before signing Any damage, shortages, or suspected issues must be clearly noted on the driver’s delivery receipt and reported within 24 hours of delivery. If the carrier does not allow inspection before signing, please refuse the shipment and contact us right away. If the delivery is signed for without notes, credit or replacement may be denied.

  • Freight items must be returned by freight. Returns sent by any other method will be refused.

Refunds and Fees

  • Refunds are issued to your original payment method within five business days after the return is inspected.

  • For approved returns on manufacturer fulfilled or drop shipped items, returns within 1–30 days do not incur a restocking fee. Returns within 31–45 days incur a 15% restocking fee. Refused FedEx deliveries without valid cause may be subject to non-refundable freight charges and a 15% restocking fee.

Order Cancellations

  • Orders may be canceled only if they have not shipped. Special order items typically cannot be canceled and may include restocking fees if a cancellation is approved.

If you are ever unsure whether your item qualifies, just reach out and our team will guide you.