AquaShop is an online store specializing in pool equipment, chemicals and accessories.
This Returns and Exchange Policy sets out the rights and obligations related to exchanges and returns of products purchased on our website.
This policy applies to all products sold by our online pool products store and follows applicable Brazilian law, especially the Consumer Defense Code.
By placing an order in our online store, you agree to the terms described below.
This policy applies to all products sold by our online pool products store and follows applicable Brazilian law, especially the Consumer Defense Code.
Right of withdrawal (Brazilian Consumer Defense Code – CDC)
Up to 7 calendar days from the date you receive the product.
Applies to all purchases made online.
No justification is required.
Product defect (fault)
30 days for non-durable products.
90 days for durable products (pumps, filters, heaters, etc.).
The period is counted from the delivery date.
Wrong or different product
7 calendar days from the date of receipt.
Applies when the product delivered does not match the order (model, quantity, specification, etc.).
Products accepted for exchange/return
An exchange or return may be accepted when the product:
Is in perfect condition.
Has its original packaging intact..
Includes any instruction manuals and accessories (where applicable).
Is accompanied by the invoice or proof of purchase.
Has not been used, except for minimum functional testing when applicable.
Products NOT accepted for exchange/return
Chemical products (chlorine, algaecides, clarifiers, etc.).
Customized or made-to-measure products.
Products showing signs of improper use.
Products damaged due to misuse.
Products sold on clearance or special sale, when this condition is clearly indicated.
Personal hygiene items that have already been used (for example, swimming goggles).
To request an exchange or return, please contact us through our support channels and provide:
Order number.
Buyer’s CPF/CNPJ (Brazilian tax ID), when applicable.
Reason for the exchange or return.
Photos of the product and packaging, when applicable.
After you contact us:
We will analyze your request.
If approved, you will receive instructions and, when applicable, a reverse shipping code or information on collection/drop-off.
WhatsApp: +55 (62) 98211-0552
Who is responsible for return shipping
Right of withdrawal: return shipping paid by the customer.
Defective product: eturn shipping paid by the store.
Wrong product / shipping error: eturn shipping paid by the store.
Product damaged during transport: eturn shipping paid by the store.
Return methods
Postal service (Correios), using a postage code provided by the store.
Partner carrier, with prior scheduling when applicable.
Drop-off at a physical store (if available), following specific instructions.
Refund time frames (after the product is received and inspected):
Credit card: up to two subsequent billing cycles.
Debit card: up to 10 business days.
PIX: up to 2 business days.
Bank transfer: up to 5 business days.
Refund amounts
Full value of the returned product.
Original shipping costs, when the error is exclusively ours (defective, wrong or damaged product).
Any discounts applied to the original purchase will be maintained in the refund calculation.
Exchange for the same product
Applies when the product shows a defect within the legal period.
The product will be replaced by the same model, at no extra cost to the customer, subject to stock availability.
Exchange for a different product
Available only for unused products and within the allowed time frames.
Any price difference must be paid by the customer or refunded by the store, as applicable.
Subject to stock availability.
Seasonal products
Heaters and winter equipment may be subject to specific conditions between November and March.
Inflatable toys and similar items undergo a strict integrity check.
Electrical equipment
A functional test and/or technical report may be required before approving an exchange or return.
Chemical products
Exchanges or returns are only accepted in case of manufacturing defects.
Technical analysis of the product may be required.
Support channels
Phone: +55 (62) 98211-0552
WhatsApp: +55 (62) 98211-0552
Service hours
Monday to Friday: 8 a.m. to 6 p.m.
Saturday: 8 a.m. to 2 p.m.
Sundays and holidays: support via WhatsApp and email only.
This policy complies with Brazilian law, in particular:
Consumer Defense Code (Law 8.078/90)
Brazilian Civil Rights Framework for the Internet – “Marco Civil da Internet” (Law 12.965/14)
Federal Decree 7.962/13
Any disputes arising from this policy shall be resolved in the courts of the district of GoiâniaBrazil.
This Returns and Exchange Policy may be updated from time to time to reflect improvements to our processes, legal changes or adjustments to our services.
The current version will always be available on our website. We recommend checking it regularly.
Last updated: 26/11/2025
Version: 1.0
Tip: Para agilizar qualquer processo de troca ou devolução, mantenha a embalagem original e a nota fiscal em local seguro. Nossa equipe está à disposição para ajudá-lo a ter a melhor experiência com nossos produtos para piscina
