Understanding Our Insurance Claim and
Return Policy

AQUANTUO INSURANCE, RETURN AND CLAIM POLICY

Aquantuo is not a shopping platform and therefore does not have any expertise in any specific products. As a logistics company, we only facilitate the purchase and/or transport of specific goods from the specified sellers, individuals and businesses of your choice from USA, Canada, China, UK, and UAE and ship the goods to our different destination African countries. In Africa, we currently have operations in Ghana, Kenya, Uganda, Rwanda, Nigeria, Zambia, DRC and Tanzania.

It is the full responsibility of the customer to vet the sellers, suppliers, and online stores they wish to purchase goods from. Aquantuo will not be liable for any fraudulent transactions /cases between the customer and the seller. Aquantuo will not bear liability for any orders routed to wrong addresses by the seller other than the address provided on our website or packages that arrive at our warehouses in defective states. Aquantuo will also not bear liability for the usage of incomplete addresses or a format other than the exact address shown on the customer’s dashboard.

Aquantuo will not take liability for brand new packages still in their unopened/original packaging that are found defective when initially powered on or examined by client, including items that show no physical damage externally. If you’d like Aquantuo to have your new items tested for additional verification prior to shipping, we recommend our premier membership program.

Aquantuo will only purchase on the customer’s behalf from authorized brands and stores. It is the full responsibility of the customer to vet the sellers, suppliers, and online stores they wish to purchase goods from before they share these details with our team. In case we deliver a brand-new item that is different from what a customer shared with us (different brand, model, SKU number and size),we will offer full refund or exchange the items from the store with the right one, on condition that the item is not damaged or used. Before an exchange, we will require that the product seal is intact, except for products that cannot be differentiated visually based on information provided on the product packaging.

This policy EXCLUDES items purchased from sites that sell used or refurbished items such as Ebay and Swappa among other unauthorized sellers or third parties. This policy is also not applicable for items sold AS IS.

If a customer requests a refund of an item that has already been purchased, but hasn’t left the country of origin, a refund matching what was received from the store will be initiated. Aquantuo will only send this back to the customer after the refund from the store hits Aquantuo’ s account. The member will receive the amount received from store net all exchange losses, transaction charges and domestic shipping charges. The buy for me / concierge processing fees are not refundable to the customer.

The customer can only request a refund before the package is shipped out of the origin country. Any requests that come in after packages are shipped will not be considered.

To ensure full protection of picked up packages from the pick-up location to any of our warehouse’s, customers that use this service are required to insure their packages from the pick up point. In case of loss, Aquantuo shall bear full liability of the package and offer a refund of the pick-up fees and item value excluding the insurance amount.

We do not offer return services once an item has arrived in the destination country where we do not offer export services back to the country of origin. In countries where we offer export to the country of origin the customer shall bear the full cost of export. When items arrive at our warehouses at the country of origin, we shall share one photo of your received orders. We shall provide additional photos of the items if required at a fee of $1 for each additional image shared.

Customers are required to confirm the items received, condition and advise on any damage. Should a customer request a return of an item to a seller/ store or the sender, Aquantuo will require the customer to share a prepaid return label and the team will facilitate the process at the country of origin. The customer must pay for all associated costs to return the item including a service of $10 for each return.

Should Aquantuo prepare the return label and pay the fees on behalf of the customer, the customer will be required to cover all the fees associated with the return and a service fee of $15 for each return. This return processing fee is waived for Buy for Me orders and premier members.

There will be a non-refundable insurance cover of 3% of the value of goods, which the customer declares when they ship to us. This insurance will apply to complete loss of goods and damage provided that the customer pays the applicable premium before the shipment leaves our warehouses in the origin countries.

In case of loss, the customer will select from the three options below:

• Aquantuo will provide the customer with a credit note on the next shipping charges equivalent to the value of the items and shipping fees the member had paid.
• Aquantuo repurchases the item that has been lost or damaged. If the item value at the time of purchase exceeds what was disclosed on members request, member will have to top up for the repurchase. With this, we will require the customer to share the initial proof of purchase of the item in question.
• A refund of the purchase value of the item in question. Should the customer select this option, Aquantuo will not refund the shipping fees and insurance value paid earlier.

With whichever option the customer selects, Aquantuo will fulfill within 15 calendar days.

For this insurance to apply, the customer will be required to have paid the shipping fees prior to shipping. Please note that packages shipped without insurance are done at customers’ own risk and any losses or damages will not be borne by Aquantuo. The customer is required to create a request with details on the package information including pricing. If the customer does not create a request and Aquantuo does, the insured value will be based on the value of the item as stated by Aquantuo. If the amount stated by Aquantuo in the Aquantuo created request is higher than the actual value of the item, insurance will be based on the actual value of the item. It is the customer’s responsibility to create requests for each package arriving at Aquantuo’ s origin facility or review all requests created on behalf of the customer. Again, parcels that are uninsured will not be eligible for refunds or claims.

If goods were insured, a customer must notify Aquantuo of any claim for failure to deliver, lost item or damages in writing by submitting a claims report here, within 15 business days from the delivery date and provide Aquantuo with the tracking number, sender details, the waybill number (if any) and complete receiver information.

Within 15 calendar days after the item has been identified as missing, Aquantuo will be required to fulfill their obligation as per the terms of the insurance policy or provide the customer with information explaining the reason that the shipment is not eligible for refund under the applicable limitations, exclusions or provide the customer with evidence of delivery to them.

Refunds will be made based on the item value insurance was paid on.

Aquantuo reserves the right to review the value of the package provided by the customer. In the case where failure to provide receipts, the market value of the item will be assumed.

The maximum declared value is $10,000 per package and $15,000 per pallet. If a single package or pallet to be insured exceeds this value, an Account Manager can be engaged for review prior to shipping.

For damaged items, Aquantuo will review the extent of damage and cost involved in fixing the item. A decision to fix or fully replace the item will be arrived at after consultations with the member if insurance is purchased. Please note that we will not refund refurbished or used items due to the risk involved in purchasing them.

A claim will not be eligible for refund where loss of item or failure to deliver on time is due to circumstances beyond Aquantuo’ s control to include but not limited to, inaccurate or incomplete shipment information to our warehouse, delivery instructions or information (missing, inaccurate or no receiver telephone number),shipment of prohibited items or force majeure.

A customer will not assign a different party to file a claim on their behalf.

Aquantuo will make every reasonable effort to deliver its consolidated shipments to the airline on time, but these schedules are not binding and do not form part of this contract.

Aquantuo can choose to settle with no refund to the customer if they were made aware of the need to purchase insurance but still ignored.

Aquantuo will not refund any lost or damaged items to customers who have confirmed fraudulent activities on their account or whose accounts have been blocked for any reason.

Aquantuo reserves the right to update our insurance policy anytime, with notifications via our website or direct communication.

By using Aquantuo’ s service, you agree to this policy.

This statement was last updated at 02/07/2024

If you have any questions or need further information, please contact us at claims@aquantuo.com

We appreciate your co-operation and support.