Aquastrong Avis 

Réponse de Aquastrong

Publié le 3 avr. 2026

Dear customer, we would need some photos and related videos, mainly to understand exactly where the issue lies, so that we can improve our manufacturing process and product quality. Additionally, our company has a procedure that requires supporting documentation before we can proceed to the next step. That said, we will by no means ignore your loss. In fact, as long as you take a rough photo, our after-sales support team member will quickly approve your case — she is quite easy to talk to.

If any other customers see this message, please reach out to us immediately to discuss any issues you may have! We truly want to connect directly with our customers to understand your situation, so that we can find ways to improve.

Réponse de Aquastrong

19 mai 2025

Hello,

We truly appreciate your willingness to communicate with us and share feedback based on your personal experience. It’s actions like yours that help us improve and work better.

Your request has actually sparked a wide discussion within our team. While many colleagues believe we should simply accept the return, we regret to inform you that, in the end, we’re unable to approve it. We'd like to explain our reasoning in detail:

According to AQUASTRONG’s return policy, we do accept returns for non-quality-related reasons if the product is unused, unopened, and does not affect secondary sales. However, a 20% restocking fee applies in such cases. Since the issue here is an incorrect purchase (despite our efforts to make voltage information as clear and prominent as possible to avoid such mistakes), we are unable to process your return.

Those in favor of approving your return argue that we have sufficient resources to cover the cost of your mistaken purchase. However, others disagreed because doing so could infringe on the rights of customers who made correct purchases and are still within the warranty period. AQUASTRONG offers a 2-year warranty, and for products like pool pumps — which have a certain probability of encountering issues due to their nature — we do not hesitate to offer replacements or refunds for genuine quality problems. If we compromise these protections to accommodate mistaken orders, it would be unfair to those customers. And that’s something none of us want to see happen.

At AQUASTRONG, we strive to uphold what is right — and we understand that in today’s world, standing by what’s right is not always easy.

Once again, thank you for your gentlemanly approach. We can sense your rationality and your pursuit of something better through your communication.

Réponse de Aquastrong

15 déc. 2024

We sincerely apologize for the unpleasant experience you’ve had. Upon receiving your message, we immediately checked the information in our Amazon backend and company email but couldn’t find any trace of your email. We take all customer service issues very seriously and handle every email, regardless of the issue’s size. Therefore, we suspect that your email might have been overlooked by the system.

Here is our email address: service@aquastrong.co. Please try resending your email (it’s also possible that it went to the spam folder). Alternatively, you can provide us with your email address, and we will proactively reach out to you.