Terms and confirmations

Privacy Policy

We respect your privacy concerns. Aqua is committed to protecting your privacy and informing you about the information we collect and how it is used to provide high-quality services. By accessing the services offered on the website, you agree to the collection of your data and that of certain authorized third-party service providers in the manner specified in this Privacy Policy on www.akua-sa.com
If you do not agree with this Privacy Policy, you have the option to decline it, which will prevent you from proceeding with your request.
By accepting the Privacy Policy during registration, you explicitly consent to our use and disclosure of your personal information in accordance with this Privacy Policy. This Privacy Policy is incorporated into and subject to the terms of the User Agreement.

What do we do with your information?
When you make a purchase from our store, as part of our sales and purchasing process, we only collect the information required to purchase, return, or exchange items. This allows us to personalize user experiences and deliver better quality services. Your information helps us fulfill, process, track, and analyze orders, market to you, and communicate with you to confirm delivery. When you browse our store, we also automatically receive your computer’s IP address to provide us with information that helps us identify your browser and operating system. When placing a new order, you provide us with:

Name, email, address, and phone number
Financial information, including credit or debit card or other payment details when filling out forms on our site.

Email Marketing:
We may send you emails about our store, new products, special offers, and other updates.

Third-Party Services
In general, the third-party providers we use will only collect, use, and disclose your information to the extent necessary to allow them to perform the services they provide for us. However, some third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies regarding the information we are required to provide them for purchase-related transactions. For these providers, we recommend reading their privacy policies to understand how they handle your personal information. Therefore, we do not assume any responsibility or liability for the content and activities of these linked sites. Nonetheless, we strive to maintain the integrity of our site and welcome any feedback regarding these sites.

Protection
We maintain procedural safeguards to protect your privacy and security for any information transferred to us. While we endeavor to protect your contact information to the extent permitted by law, if you provide us with your credit card information, it is encrypted using Secure Socket Layer (SSL) technology and stored with AES-256 encryption. Although no method of transmission over the internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and apply additional generally accepted industry standards. To ensure the security of your information, remember to log out of your account and close your browser window when you finish browsing. To prevent unauthorized access to your account, we also encourage you to keep your password secure and not share it with anyone.

Consent
How do we obtain your consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for delivery, or process a return, we imply that you consent to our collecting and using it for that specific purpose only.

No Longer Wish to Be Contacted for Marketing Purposes?
We may send you emails about our store, new products, updates, and other information. If you would like to unsubscribe from receiving updates and exclusive content through our email newsletters, please select the unsubscribe button at the bottom of the email or send a request to info@akua-sa.com. You may close your account at any time. However, your information may remain archived on our servers even after your account is deleted or terminated.

Cookies
We use cookies to:

Save and process items in the shopping cart
Remember user preferences for future visits
Maintain browser session continuity
Manage advertisements

We also collect traffic and interaction data to enhance the website experience and features in the future. Trusted third-party services may track this information on our behalf. You can choose to disable all cookies through your browser settings. However, disabling cookies may affect the overall experience, and some of our services may not function properly. Nonetheless, you will still be able to place orders.

Changes to this Privacy Policy
We reserve the right to modify this Privacy Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon posting on the website. If we make significant changes to this policy, we will notify you here that it has been updated, so that you are aware of the information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Return and exchange policy

All returns, exchanges, and maintenance require the original invoice.

The customer is entitled to a refund within 7 days from the purchase date, provided the items have not been delivered.
The customer is entitled to exchange purchased items within 14 days from the purchase date, provided the items have not been delivered, except for special orders.
Accessories and carpets cannot be returned or exchanged.
Exchanged or refunded items do not receive additional days from the original invoice date.
The full invoice must be paid within 7 days from the purchase date. If this period is exceeded, the invoice will be canceled, and the amount will be converted to a credit in the customer’s wallet.
For special orders, the customer must pay at least a 50% deposit, and if the order is delivered before the scheduled date on the invoice, the remaining amount must be paid within 14 days. If this period is exceeded, the invoice will be canceled. The customer has the right to cancel the order if the products are not delivered within the time frame specified in the invoice, and no additional compensation will be claimed. However, this condition is void if the customer has received and kept the items.

Warranty and After-Sales Services:

The company provides free maintenance (excluding misuse) as determined by our specialist for all purchases, according to the manufacturer’s warranty terms.
The customer must present all supporting documents. Note: This policy does not include purchases made directly from suppliers or distributors.
During promotional periods, the company offers discounts in the form of credit for invoices issued within the last 14 days.
If the requirements are not met, the customer is entitled to a refund of the invoice amount without additional compensation.
Products purchased from auctions are not covered by the warranty.

Maintenance Request:

If the customer requests the pickup of items for maintenance service, there is an initial fee of 150 SAR, which may reach up to 500 SAR depending on the location. This fee must be paid in advance for the pickup service.
A link will be sent to the customer to complete the payment and request maintenance services.

Accessories:

There is no warranty on accessories.

Shipping and Handling

Delivery and Pickup:

The company charges 85 SAR for delivery on orders under 1800 SAR.
For other cities, the company arranges shipping and handling for a pre-approved fee.
The company arranges shipping and delivery for all purchases to the Gulf countries for a pre-approved fee.
The customer has the right to pick up their purchases directly from the store or warehouse at their own responsibility.
The company charges a weekly storage fee of 0.5% of the invoice value for a maximum period of 4 months, starting from the end date of the period specified in the previous clause. If this period is exceeded, the invoice will be canceled, and the customer will be charged storage costs.

Shipping Fees:

Your delivery fee will depend on the value of the order. These fees will be displayed during the checkout process.
We offer delivery service to all regions of Saudi Arabia and all GCC countries. We deliver to most major cities in Saudi Arabia within 14 to 30 business days, with the possibility of the delivery time extending up to 48 business days in case of issues beyond the company’s control. If you need more details about delivery times to remote areas, please contact us.
To GCC countries: Kuwait, UAE, Oman, and Bahrain, we deliver within 21 business days. (Only pre-paid orders will be processed and shipped).

For all products we sell, here is how your shipping fees work:

Delivery To	Order Amount	Shipping Cost
All cities in Saudi Arabia	Less than 1800 SAR	85 SAR
Bahrain	Less than 25,000 SAR	10% of the invoice amount
UAE and Kuwait	Less than 35,000 SAR	10% of the invoice amount
Qatar	Less than 45,000 SAR	10% of the invoice amount
Oman	Less than 50,000 SAR	10% of the invoice amount

In case of loss or damage to items:

Despite taking great care during packaging, damage may occasionally occur during transit. To help us claim the damage and expedite the reimbursement process, we ask you to follow these steps:

Please inspect the item in front of the shipping company by checking the contents of the package and signing the delivery receipt confirming delivery.
Sign the delivery receipt confirming the delivery.
If the product has any damage, please include the same note on the delivery receipt.
Do not dispose of any original internal or external packaging.