Return, Replacement & Refund Policy

Ceramic sanitaryware (water closets, wash basins, and pedestals) are high-density, fragile vitreous china goods requiring specialized heavy-cargo logistics. We ship every consignment in reinforced wooden pallets with corner-foam protection under our 100% Safe Transit Guarantee.

How to File a Transit Damage Claim

• 1. Reporting Window: You must file the claim within 48 hours of delivery. Claims submitted after 48 hours cannot be verified with the transit carrier and will not be eligible.
• 2. Mandatory Proof Submission: To ensure authentic carrier claims and prevent fraud, you must provide both:
  • 🎥 Continuous Unboxing Video (Mandatory): Video footage showing the sealed outer cardboard crate/wooden pallet being opened and the ceramic fixture being inspected for the first time.
  • 📸 Damage Photographs: High-resolution photographs showing the ceramic crack/fracture, along with a clear picture of the outer carton shipping barcode label.
• 3. 1-Click Online Submission: Log in to your account, navigate to My Account → Report Transit Damage, select your Order ID, attach the video and photos, and submit. Our logistics desk will review and dispatch your replacement within 4 business hours.

Every Aimniwell ceramic water closet is engineered with precision siphonic or rimless hydraulic flushing. We back all flushing mechanisms with our comprehensive 18-month peace-of-mind guarantee.

How to Request 24–48 Hour At-Home Service

To initiate an immediate service visit without long call-center queues:

1. Locate the Service Sticker: Every Aimniwell commode cistern carries an official quality & service sticker affixed directly onto the flushing unit.
2. WhatsApp the Dedicated Desk: Send a short video demonstrating the flushing issue, clear photos of the commode, and your current GPS home location to the dedicated phone number printed on that sticker.
3. Rapid Home Resolution: Our authorized factory-trained sanitary technician will visit your location within 24 to 48 hours to repair or replace the flushing mechanism at your doorstep.

Ceramic sanitaryware products are bulky, high-density cargo weighing between 15 kg and 45+ kg per crate. Due to the extreme fragility of vitreous porcelain, reverse logistics carries an inherent 100% risk of irreversible transit breakage. Therefore, we maintain a clear, upfront policy regarding returns.

We understand that project requirements may change. Our cancellation terms depend on the dispatch stage of your heavy consignment:

When a refund is approved (e.g. pre-dispatch cancellation or verified exceptional circumstance), the funds are credited transparently back to your account:

*Note: Bank holidays and regional banking settlement cycles may affect final credit reflection.

For warranty inquiries, transit damage assistance, or logistics tracking questions, reach out directly to our dedicated customer relations team: