Buy with confidence…100% waterproof guaranteed
We stand behind our products.
With the best will in the world, and despite the best QA systems, every manufacturer runs into quality problems from time to time. If there’s a problem, we want to know about it. Fast. We may need to correct it. We want continually to be improving our offering. Our future success depends 100% on winning and retaining repeat customers who are happy to recommend Aquapac to their friends and family. The only way we know to do that is to manufacture the best quality cases, and to offer the very best delivery and after-sales service.
Free 3-Year Extended Warranty
Our warranty goes way beyond those offered by most companies:
- If our product fails because of faulty workmanship we will compensate you for the contents as well as for the case
- Our warranty lasts for 3 years.
Who decides whether it was faulty workmanship? Ok, we do. But if that makes you think we’ll seek to wriggle out of our responsibilities you’d be very much mistaken. How would that help the good reputation on which we depend?
Check out some of the comments in the column on the right of this page. Hopefully they will put your mind at rest about the kind of people you’re dealing with…
If it weren’t clear whether or not we were to blame we would tend to err on the side of generosity. It’s our policy and plain good sense that it’s better to pay out a little in compensation than to lose a customer. What do I mean by “a little”? Well last year was a bad year for us, because we suffered a moulding failure and had to recall and replace quite a bit of product. This took our warranty returns rate up to 0.05% of cases sold (50 cases out of every 100,000 sold). Worldwide it cost us Â£9k ($18k) in compensation. A bad year? By our standards yes, very disappointing. But fatal? Hardly.
We cannot guarantee our cases against accidental damage, or against general wear and tear (they’re strong but of course they can still be punctured). So I do recommend that you make sure that your insurance covers the contents.
The full text of our 3-year warranty is shown at the end of the User Guide included with every case.
You Get What You Pay For
John Ruskin put this most elegantly back in the 19th century.
So, before you rush to buy a budget alternative, check out their small print!
“I would also like to thank you for your excellent customer service. When shopping online the main worry is what happens if things go wrong. In this case, where I ordered the wrong size item, your ’it’s not a problem’ attitude was most welcome. I have already recommended your site to friends who have seen the pouch and asked where they can get one.” David Louis, Scotland
“Again, thank you for handling this problem so quickly and professionally. It great to see a company that stands behind their product and offers such wonderful customer service as well. A job well done! Thank you very much for taking care of this so quickly. GREAT customer service!! I’ll recommend your company and products at every chance.”
Francis Passamano, USA
“Thank you very much, I must say that this is the best customer support I’ve ever experienced.”
Rasmus Hansen, Denmark
“I was surprised that the replacement arrived the next day! Thank you for your outstanding customer service. I also appreciate the quality of the Aquapac product. Needless to say, I am glad to recommend your company’s products to others. Thanks Again, John.”
John Callahan, USA
“Recently two of my Aquapacs developed splits (after a lot of use). A quick e-mail and then they were off to Aquapac; replacements arrived by return of post + an e-mail to check on their safe arrival. No warranty quibbles, no receipts and no hassle. If only customer service in the modern world was always like this… Hooray for Aquapac!”
John W, internet discussion forum
“It is rare to find a decent company today willing to please their customers. You can be assured of my continued custom and will recommend Aquapac again.”
Richard Turnnidge, Middlesex, UK
“I just want to tell you thanks again for all your support and kindness. It is rare to see such a quick and professional customer care.”
Alessandro di Francesco, London, UK
“Thank you so much for sending my replacement Barrel Camcorder Case so quickly. I am very impressed with the quality of your service and my faith in Aquapac is completely restored. Thanks once again.”
Derek Godfrey, Brighton, UK
“Blimey, good response! I had an Aquapac VHF case, bought for me as a present a few years ago. The clip broke on its first use, and they refunded me without any argument. Good stuff.”
Zoe Newsam, internet discussion forum
“As the bloke who wrote about the potential fault on the kayak forum I wanted to say “bloody well done” on the customer service side of things. Thanks again for showing the other manufacturers how to do it."
Simon Willis, UK
“Elanor, I received the check today along with a free key holder. Thanks so much for the excellent customer service. I’ll be sure to recommend your company and products to my friends. Just please fix the defect that prompted the refund.”
Robert Weil, Hummelstown, Pennsylvania, USA
“Your excellent serviceâ€¦ and the goodwill gesture has restored my faith in good customer service. Once again thank you.”
Mark Turner, Berkshire, UK
“If you found the damage in the case was due to wear and tear I would understand and still purchase another case. Since you are sending me a new case shows me you are going way above and beyond what I would consider normal customer service. It is very much appreciated. I am a kitesurfing instructor for a local shop California and will continue informing my students of the great product and superb customer service I have received from your company. Thank you for going the extra mile when not even necessary.”
Carter Thomas, Huntington Beach, California, USA
“I have just received my replacement SLR case and am looking forward to spending Easter inside Fraser Island and using it. Thank you very much for your response to my problem. I appreciate it a lot. It is worth noting that I told two of my friends the story of the case and the subsequent strong sales support you gave me. Because of that one is now going to buy a camcorder case and the other a SLR case. It is very reassuring when a company backs their product with service strength. I reckon I’ve been won over as a faithful customer and advocate Aquapac product quality. All the best for Easter. Thanks again, Paul.”
Paul Weaver, Brisbane, Australia
“Thank you very much indeed for a helpful and very prompt response. Hope you don’t think my response over the top but its getting harder to find good companies these days, so please accept the praise!”
Mark Flintham, Woodbridge, UK
“Many thanks for your reimbursing me for the original Aquapac I purchased which would not work with my insulin pump. I have recommended Aquapac to other pumpers and will definitely continue to do so. Your company’s personal attention to your customers is extraordinary. It’s a pleasure to do business with you.”
Jill Tiffany, USA
“I wanted to thank you for your excellent customer service. The product arrived with us as promised in time to take with us. I am very grateful to you for taking the time to make sure this was rushed through. I note you sent it air at no extra cost to us even though we paid for ground shipping, this is truly great customer service.”
Alan and Louise Hayward, USA
“Thank you very much for your timely assistance in this matter. I am very pleased with the customer service end of your company! I will definitely refer your company to other consumers looking for the same products and great service you guys have supplied me with! Keep up the great work! Again, thank you very much!”
Brandon Sullivan, USA