At Aqua Play Land Zone, we want you and your family to be completely satisfied with your water adventure gear. If you’re not happy with your purchase, we’re here to help with our simple returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Item must be unused, in original packaging with all tags attached
  • Item must be in the same condition as when received
  • Original proof of purchase must be provided

Non-Returnable Items:

For health and safety reasons, we cannot accept returns on:

  • Goggles and masks (due to hygiene concerns)
  • Swimwear and vests (if tags have been removed or hygiene seal broken)
  • Personalized or novelty items (custom-made products)
  • Any items that show signs of use or damage not present at delivery

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for approval – We’ll respond within 1-2 business days with return instructions and an RMA (Return Merchandise Authorization) number.
  3. Package your item securely in its original packaging, including all accessories and documentation.
  4. Ship your return to our Boston facility (address below) using a trackable shipping service. We recommend keeping your shipping receipt until your return is processed.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). Original shipping fees are non-refundable.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Depending on your financial institution, it may take an additional 2-5 business days for the refund to appear on your statement

Exchanges

To exchange an item for a different size or color:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. Once we receive your return, we’ll ship the replacement item

Note: You will be responsible for any price difference if exchanging for a higher-priced item.

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund and provide a prepaid return label if needed

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Aqua Play Land Zone Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Item to return: [Product Name, Size/Color if applicable]
Reason for return: [Please specify]

For exchanges, I would like: [New Product Name, Size/Color if applicable]

Please let me know the next steps to complete this process.

Thank you,
[Your Full Name]
[Your Contact Information]

Return Address

All returns should be sent to:

Aqua Play Land Zone Returns
3558 Cedar Lane
Boston, US 02115

If you have any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected].

Happy water adventures!
The Aqua Play Land Zone Team