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Replacement Policy

Replacement Policy Overview

This Replacement Policy explains when a replacement may be issued, how shipping delay or loss claims are handled in accordance with our Shipping Policy, and what happens if an original package is received after a replacement has been sent.

1. Replacement Eligibility

A replacement may be approved, at our discretion, in the following situations:

  • Production error, including incorrect engraving or personalization, or an incorrect item sent

  • Manufacturing defect, verified by our team

  • Carrier-confirmed loss in transit, subject to carrier and/or insurer verification

Supporting documentation may be required to review the request, including photos of the item, packaging, and shipping label.

2. How to Request a Replacement

To request a replacement, please provide the following information:

  • Order number

  • Name and email used at checkout

  • A brief description of the issue

  • Photos (when applicable), including clear images of:

    • The item

    • The affected area (engraving, personalization, or damage)

Please retain all original packaging until the issue is resolved. Carriers and insurers may require packaging photos or inspection details.

3. Shipping Delays, Lost Packages, and Insurance Claims (Shipsurance)

If a shipment is delayed or believed to be lost, claims may be handled through Shipsurance, a third-party shipping insurer.

When a Shipsurance claim is required:

  • The buyer must fully cooperate and complete all steps requested by Shipsurance to verify the claim

  • This may include completing forms, submitting documentation, confirming delivery details, and responding within required deadlines

Failure to cooperate, refusal to provide required information, or missed deadlines may result in claim denial and may also result in denial of a replacement, as the shipment cannot be verified as lost or eligible.

Replacement approval for carrier delay or loss situations depends on successful verification through the carrier or insurer process.

4. “Delivered” but Not Received

If tracking shows Delivered but the package is reported as not received, additional verification steps may be required. These may include address confirmation and carrier or insurer procedures.

A replacement may be issued only after review and, where applicable, insurer verification.

5. Replacement Orders Are Final Sale

Once a replacement is approved and issued, the order becomes final sale.

This means:

  • No refunds for replacement orders

  • No additional exchanges

  • No further replacement remakes

This applies to all replacement shipments, including goodwill replacements and corrected remakes.

6. Duplicate Deliveries and Returning Extra Items

If a replacement is issued and the original package is later received, the buyer must return the duplicate item.

  • Return instructions will be provided

  • If duplicate item(s) are not returned, we may invoice the buyer for the additional item retained or, where permitted by law and authorized by our terms or payment method, charge the original payment method for the value of the additional item

This requirement exists to prevent duplicate fulfillment and ensure fair outcomes.

7. Refund Requests After a Replacement Is Issued

Refunds are not available for replacement orders.

If a refund is requested after a replacement has been issued:

  • All items received must be returned, including the original item and any replacement item(s)

  • Items must be returned in the condition required by our other published policies and applicable law

  • Any refund determination will be made after all items are received and inspected

Requests that do not include the return of all items received will be denied.

8. Replacement Denials and Exclusions

A replacement request may be denied if:

  • Required documentation is not provided

  • Shipsurance or carrier claim requirements are not completed

  • The issue results from misuse, improper care, alteration, or normal wear

  • The request falls outside required reporting timelines stated in our other policies

9. Consumer Rights

This policy does not limit any rights you may have under applicable consumer protection laws in your jurisdiction.

10. Contact

For replacement requests, please contact us at:
Email: help@aquamarise.com

Please include your order number and the email used at checkout.

Policy Acceptance

By proceeding with a replacement request or accepting a replacement shipment, the customer acknowledges and agrees to comply with this Replacement Policy, our Fraud & Abuse Policy, and all related store policies.