RETURN & REFUND POLICY

RETURN & REFUND POLICY AQLUX L.L.C. Effective Date: June 2026 1. General Provisions These Return & Refund Policy provisions apply to all current and future products, goods, accessories and services of AQLUX L.L.C. They supplement the AQLUX Terms & Conditions, Warranty Terms & Conditions and Shipping & Payment Terms. By placing an order, the customer acknowledges these provisions as a binding part of the contractual relationship. 2. Basic Return Policy Principle AQLUX distributes high-quality sanitary and bathroom products whose return is only possible to a limited extent for hygienic, technical and organisational reasons. AQLUX does not generally grant a voluntary right of return or exchange. Returns are only accepted after prior written approval by AQLUX. The decision on whether to accept a return lies exclusively at the discretion of AQLUX. There is no entitlement to return unless mandatory statutory provisions require otherwise. 3. Return Request Every return must be requested in writing from AQLUX before the goods are shipped back. The request should include in particular: • name of the customer, • invoice number, • date of purchase, • product designation, • reason for return, • photos of the product, • further information requested by AQLUX. A return shipment may only take place after written approval by AQLUX. Goods sent without prior approval may be refused or returned at the sender's expense. 4. Conditions for a Possible Return A return can only be reviewed if the product is in its original delivery condition. This includes in particular that: • the product is unused, • the product has not been installed, • the product has not been connected, • the product has not been exposed to water, • there are no signs of use, • there is no damage, • no modifications have been made, • all accessories are present, • all protective films are present, • all labels are present, • the original packaging is complete. Meeting these conditions does not establish an entitlement to return. 5. Exclusion of Returns for Installed or Used Products For reasons of hygiene, product safety and quality assurance, the following products are in particular excluded from return: • installed shower toilets, • connected shower toilets, • used shower toilets, • products with water contact, • already mounted products, • products with installation marks, • products with signs of use, • opened hygiene products, • custom-made products, • individually configured products, • specially ordered products. This also applies if the product was only installed or connected for testing purposes. 6. Technical and Visual Inspection Every approved return shipment will be subject to a technical and visual inspection upon receipt at AQLUX. The inspection includes in particular: • completeness, • functionality, • packaging condition, • installation marks, • water marks, • limescale marks, • damage, • signs of use, • modifications to the product. Only after completion of this inspection will AQLUX decide on the final acceptance or rejection of the return. 7. Rejection of a Return AQLUX is entitled to reject a return if in particular: • signs of use are found, • installation marks are found, • water contact is found, • limescale deposits are found, • accessories are missing, • packaging is missing, • damage is present, • modifications have been made, • the product is incomplete. In the event of rejection, the product may be returned to the customer at the customer's expense. 8. Return Shipping Costs Unless expressly agreed otherwise in writing, the customer bears all costs of the return shipment. This includes in particular: • shipping costs, • transport costs, • packaging costs, • insurance, • customs costs, • import and export fees, • other ancillary costs. AQLUX does not bear return shipping costs unless a recognised material or manufacturing defect exists. 9. Risk During Return Transport Until receipt and confirmation of goods by AQLUX, the customer bears the risk of the return transport. This applies in particular to: • loss, • theft, • damage, • transport damage, • delays. AQLUX recommends shipment with suitable transport insurance. 10. International Returns For returns from abroad, the customer bears all costs, risks and obligations. This includes in particular: • transport costs, • customs costs, • import duties, • export duties, • storage costs, • handling fees, • insurance. AQLUX assumes no responsibility for delays or problems in international goods traffic. 11. Refund A refund is only made after: • receipt of the goods, • successful technical inspection, • positive decision by AQLUX. AQLUX reserves the right to appropriately account for reductions in value, missing components, damage or other costs. A refund is generally made via the same payment method, where technically possible. 12. Exclusion of Consequential Costs AQLUX assumes no liability for costs or damages arising in connection with a return. This includes in particular: • dismantling costs, • installation costs, • installer costs, • travel costs, • loss of use, • rental costs, • hotel costs, • other consequential damages. 13. Abusive Return Requests AQLUX reserves the right to reject obviously unfounded or abusive return requests. If such requests cause additional costs, these may be charged to the applicant. 14. Application to Future Products These Return & Refund Policy provisions automatically apply to all current and future products, technologies, systems, accessories and services of AQLUX. A separate amendment of these provisions is generally not required for this purpose. 15. Severability Clause Should individual provisions of these conditions be wholly or partially invalid or unenforceable, the validity of the remaining provisions shall remain unaffected. 16. Final Provisions These provisions shall be governed exclusively by the laws of the Republic of Kosovo. To the extent permitted by law, the competent court in Ferizaj, Republic of Kosovo, shall have exclusive jurisdiction over all disputes. AQLUX L.L.C. SALI ÇEKU 50 70000 Ferizaj Republic of Kosovo Business Registration Number: 812353879 Fiscal Number: 330692865 E-mail: info@aqlux.com Website: aqlux.com