Refund policy

Returns and Right of Withdrawal

Aquasisters OÜ
Registry code: 17536162 · VAT: EE102999145
Address: Maisi 4a-18, Tallinn 10317, Estonia · Email: info@aquasisters.ee

1. Your right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. If you ordered multiple goods that are delivered separately, the period starts when you receive the last item. For subscriptions, the period starts when you receive the first delivery.

2. How to withdraw

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement, for example an email to info@aquasisters.ee. You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient to send your notice before the withdrawal period has expired.

3. Returning the product

After we receive your notice, we will send you return instructions. You must send the goods back to us no later than 14 days from the day on which you informed us of your withdrawal. The deadline is met if you send the goods back before the 14-day period has expired.

You will bear the direct cost of returning the goods.

Please pack the product carefully, preferably in its original packaging, so that it is not damaged in transit.

4. Refunds

We will reimburse all payments received from you, including the costs of delivery, without undue delay and no later than 14 days from the day we receive your notice of withdrawal. Delivery costs are refunded up to the cost of the least expensive standard delivery we offer. If you chose a more expensive delivery method, the difference is not refunded.

We will make the reimbursement using the same means of payment you used for the original transaction, unless we have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

5. Diminished value

You may handle the product as you would in a shop, to establish its nature, characteristics and functioning. You are liable for any diminished value of the goods resulting from handling beyond what is necessary for this.

For the MY™ Station, this means you may unpack and inspect the device. If it has been set up and used with water, its value may be reduced, and we may deduct the loss in value from your refund.

6. Exceptions

The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This applies to opened MY™ Bases mineral sachets. Unopened MY™ Bases products in undamaged packaging can be returned on the normal terms.

7. Subscriptions

You can pause, change or cancel your MY™ Bases subscription at any time in your account or by emailing info@aquasisters.ee. Deliveries that have already been shipped can be returned on the terms above.

8. Faulty products

Your right of withdrawal does not affect your statutory rights. If a product is faulty or not as described, you can make a claim within 2 years of receiving it. Email info@aquasisters.ee with your order number and, if possible, a photo, and we will resolve it by repair, replacement or refund.

Consumers may also contact the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority (TTJA, ttja.ee).