1 Shipping Policy

We (AquaZn) aim to process your order within 3 working days after the order has been placed and paid in full. In rare circumstances, we may contact the customer to verify order, shipping and/or billing details.

All orders are carefully inspected before packaging and suitable packaging materials are included to ensure the product arrives safely to the delivery address.

We only ship orders to recipients located in Hong Kong SAR (including outlying islands). Orders with a delivery address located overseas (outside of Hong Kong SAR) will be deemed ineligible and cancelled upon review.

1. In the event that a payment is received for an ineligible order, a refund will be issued to the same payment method used by the customer, net of any non-refundable fee charged by our payment processor.

For orders of HK$250 and over (net of any discount applied), we will offer free delivery. For orders under $250 (net of any discount applied), a flat rate of HK$40 will be added to the order subtotal. Any additional surcharges imposed during or after shipping are the responsibility of the customer (tariffs, taxes, staircase charges etc.).

We use S.F. Express to facilitate delivery. Tracking information will be provided to the customer once the purchase order has been dispatched. If tracking information for your order has not been provided within 5 working days of your purchase, please reach out to us at info@aquazn.com or reply directly to your order confirmation email.

We aim for our customers to receive their order within 3-8 working days from the date of purchase, however this by no means is an explicit guarantee. In rare situations and / or if orders are sent to remote areas (including outlying islands), the estimated delivery time may exceed the estimated 3-8 working days.

For orders delivered to remote areas (including outlying islands), it is strongly recommended that the customer select an S.F. Pick-Up point for collection.

2 Satisfaction Guarantee

At AquaZn, we stand by the effectiveness of our AquaZn Nano Zinc Disinfectant (product). In the event that you (the customer) are dissatisfied with the effectiveness of your purchased AquaZn Nano Zinc Disinfectant product, you MAY be eligible for a full refund based on our Satisfaction Guarantee policy, IF all of the following conditions are met:

1. The customer returns the product in question—at their own express—to the following address:
   
   Room 65, 8/F, Sino Industrial Plaza,
   9 Kai Cheung Road, Kowloon Bay,
   Kowloon, Hong Kong
   
   
2. The product in question shows no sign of tampering or damage. We reserve the right to test the authenticity / purity of the retuned product(s)
3. The product was received within the last 30 days
4. Upon testing of the returned AquaZn Nano Zinc Disinfectant product by our own lab, the efficacy of the returned product is shown to be significantly less than our advertised lab results (link to lab results page)

AquaZn shall have the right in its sole discretion to determine whether all Satisfaction Guarantee conditions are met by the customer.

3 Returns

Under normal circumstances (and exclusive of our Satisfaction Guarantee policy), AquaZn will not accept any returns or refund requests for products once a purchase order has been placed.

In the rare event that your product arrives damaged (within 7 days of receiving your item), please take clear photos immediately after inspection and email us directly at info@aquazn.com or reply directly to your order confirmation email.

We will conduct our own investigation into the matter to determine whether the damage was the fault of AquaZn, our chosen delivery provider or you (the customer).

We may request that the customer return the good(s) in question at their own expense, should we deem further investigation necessary.

1. The item in question should be returned to the following address:
   
   Room 65, 8/F, Sino Industrial Plaza,
   9 Kai Cheung Road, Kowloon Bay,
   Kowloon, Hong Kong
   
   

If we (AquaZn) determine that the product damage was not the fault of the customer, we will reissue the order in question at no further expense to the customer.