Refund and Return Policy

Last updated: 20 Sept 2023
Effective date: 5 July 2010

Returns

Introduction

At Aquacat, we take pride in the quality and craftsmanship of our products. However, we understand that sometimes you may need to return a product. Due to the high cost of shipping and the made-to-order nature of our products, we offer a limited refund and return policy as outlined below.

Notification Period

If you wish to return a product, you must notify us within 7 days of receiving the product. Notifications received after this period will not be eligible for a return or refund.

Condition of Product

Returns will only be accepted if the product is returned in its original, unused condition and in its original packaging.

Restocking Fee

Each Aquacat boat is made to order with components specifically purchased for each customer’s order. Therefore, any refunds issued for Aquacat boat kits (Starter kit, Fish More kit, Fully Loaded kit) will be subject to a 50% restocking fee to cover these costs.

Any refunds issued for spares and accessories will not be subject to a restocking fee.

Shipping Costs

The cost of shipping the product back to Aquacat is the responsibility of the customer. Shipping costs are non-refundable. Any refunds issued will be done so less the original shipping cost.

Exceptions

In cases where the product is defective or damaged upon arrival, please contact us immediately at info@aquacat.co.za for further instructions. Learn more about our Shipping Policy here.

Refunds

Refund Process for Aquacat boat kits
  1. Notify Aquacat within 7 days of receiving the product.
  2. Ship the product back to Aquacat in its original, unused condition and in its original packaging.
  3. Once the product is received and inspected, a refund will be issued less the original shipping cost and a 50% restocking fee.
Refund Process for All Other Products:
  1. Notify Aquacat within 7 days of receiving the product.
  2. Ship the product back to Aquacat in its original, unused condition and in its original packaging.
  3. Once the product is received and inspected, a refund will be issued less the original shipping cost.
  4.  
Refund review

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.

Processing Time

Once your return is approved, please allow up to 10-15 business days for the refund to be processed and reflected in your account.

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 here.

Order Cancellations

Aquacat Boat Kits (Starter Kit, Fish More Kit, Fully Loaded Kit)

  • Deposit Requirement: To secure an order for any of the Aquacat boat kits, a 50% deposit is mandatory.
  • Cancellation Window: Customers have a 7-day window from the date of deposit payment to cancel their order and be eligible for a full refund of their deposit.
  • Post-Cancellation Window: After the 7-day window, the deposit becomes non-refundable due to costs incurred by Aquacat for ordering specific components to build the customer’s boat.
All Other Products (Accessories and Spares)

  • Cancellation Before Shipping: Orders can be cancelled with a full refund provided the cancellation occurs before the product has been shipped.
  • Cancellation After Shipping: If a customer wishes to cancel an order after it has been shipped, the standard return and refund process will apply, and shipping costs will be non-refundable.

Updates to the Policy

This policy may be updated periodically. We encourage customers to review this policy regularly to stay informed about any changes.