Effective Date: January 28, 2026
This Fraud & Abuse Policy explains how we identify, prevent, and respond to fraudulent activity, abuse of store policies, and misuse of our services. This policy exists to protect legitimate customers, ensure fair treatment, and maintain a secure shopping environment.
1. Purpose of This Policy
We are committed to providing a safe and fair shopping experience. Fraudulent behavior and abuse of policies negatively impact both customers and our business. This policy outlines actions that may result in order cancellation, replacement or refund denial, account restriction, or refusal of future service.
2. Definition of Fraud and Abuse
Fraud or abuse may include, but is not limited to, the following actions:
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False claims regarding delivery, loss, or non-receipt of packages
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Providing misleading, incomplete, or inconsistent information during order or claim verification
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Abuse of replacement, refund, or warranty policies
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Repeated claims of lost, damaged, or defective items without verifiable evidence
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Chargeback abuse or filing payment disputes without contacting us first
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Retaining duplicate items after receiving replacements
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Refusal to return duplicate or replacement items when required
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Attempting to obtain free items, refunds, or replacements through deceptive means
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Harassment, threats, or coercive behavior toward staff
This list is not exhaustive.
3. Delivery and Replacement Abuse
Orders marked as delivered by the carrier are considered fulfilled.
If a replacement is issued as a courtesy or corrective measure and the original order is later received:
Repeated delivery claims, refusal to cooperate with verification steps, or failure to return duplicate items may be classified as abuse.
4. Insurance and Claim Verification
For delayed or lost shipments requiring third-party insurance claims (including Shipsurance):
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Customers must cooperate fully with all verification steps
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Failure to complete required forms, provide documentation, or meet deadlines may result in claim denial
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If a claim cannot be verified, replacement or refund requests may be denied
Knowingly submitting false or misleading information during a claim process may be considered fraudulent.
5. Chargebacks and Payment Disputes
Filing a chargeback or payment dispute without contacting us first may be considered abuse.
We reserve the right to:
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Submit all relevant documentation to payment processors
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Contest chargebacks with order records, tracking, communication history, and policy disclosures
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Restrict or permanently block future purchases after unresolved or abusive disputes
Chargeback activity may result in immediate suspension of support or fulfillment.
6. Account and Order Restrictions
In cases of confirmed or suspected fraud or abuse, we reserve the right to:
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Cancel pending orders
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Deny replacements, refunds, or exchanges
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Restrict or close customer accounts
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Refuse future service
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Share relevant documentation with payment processors, insurers, or platforms when required
These actions may be taken without prior notice where necessary to protect our business and customers.
7. False Claims and Misrepresentation
Submitting false statements, altered documentation, or misrepresenting order status may result in:
We reserve the right to determine claim validity based on available evidence, carrier data, and insurer verification.
8. Zero Tolerance for Harassment
Abusive language, threats, or harassment directed toward staff will not be tolerated.
Such behavior may result in:
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Immediate termination of communication
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Cancellation of active orders
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Refusal of future service
9. Policy Enforcement
This policy is enforced consistently and fairly. Decisions are made based on order history, claim patterns, documentation, and verification results.
Nothing in this policy limits rights provided under applicable consumer protection laws.
10. Contact
For questions related to this policy or order verification, contact us at:
Email: help@aquamarise.com
Please include your order number and email used at checkout.
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