Warranty & Returns
Warranty and responsibility, written down before you need them.
AQUROV stands behind manufacturing, material and product problems. What the warranty does not cover is stated on the same page, in the same detail, so a claim does not turn into a negotiation about what the terms meant.
Every component is checked before it leaves. The check level depends on the product and the batch.
Coverage
What the warranty covers.
The warranty is set per product type and counted from the day you receive the goods, not from the day the order was placed. That start date is what makes a claim answerable: it is a date both sides can point at.
Manufacturing and material faults
A defect that came from how the product was made or from the material it was made of is AQUROV's responsibility, and it is covered.
Problems with the product itself
A component that does not perform as specified out of the box is a product problem. It is assessed against the specification of that product, not against a general expectation.
Period confirmed per order
Warranty length differs between product types. The period that applies to your order is confirmed with the order, so it is known before the goods arrive rather than after something fails.
One period would be wrong for some products
One number for thrusters, penetrators, cameras and control electronics would be wrong for at least some of them. The period is confirmed for the product and the order you are buying, and it is written into the order rather than assumed from a page like this one.
Exclusions
What is not covered.
These are the cases that are not free warranty, because the cause sits in how the product was installed, wired, used or handled rather than in the product itself.
Not covered by the free warranty
- Incorrect installation
- Incorrect wiring
- Use outside the product's specified ratings
- Impact or collision damage
- Use beyond the rated depth
Why the list matters
Underwater hardware fails in ways that look similar from the outside: a flooded connector and a connector wired to the wrong pin can present the same symptom. The list above is what separates the two, and it is the reason a claim is assessed on evidence rather than on the symptom alone.
Being outside the list does not mean the conversation is over. Send the details and the case is assessed on what actually happened.
Assessment
When responsibility is not clear-cut.
Not every case lands neatly on one side of the line. When the cause cannot be established with certainty, it is worked out from the evidence and the actual situation of the order, case by case, instead of applying a default rule that would be unfair either way.
What the assessment is based on
A technical question is answered by the engineering side, because the cause of a failure is an engineering question rather than a commercial one. The sales contact who handled the order stays in charge of the conversation, the replacement, the repair or the refund, so you are not passed between departments.
Where the outcome depends on something we cannot see from here, we say so and ask for the detail that would settle it. Where a product has to come back for inspection, that is agreed before anything is shipped.
What helps settle a case
- The order number and the date the goods were received
- Photos or video of the item and of the installation
- Wiring and configuration details
- The conditions it was used in — voltage, load, depth, run time
- What has already been tried, and what changed
The more of this arrives in the first message, the fewer rounds the case takes.
Returns and refunds
How each case is handled.
The handling follows the cause. A confirmed quality problem is AQUROV's to resolve; a purchase decision that went wrong on the customer's side is not, unless the recommendation came from us.
| Situation | How it is handled |
|---|---|
| A confirmed manufacturing, material or product problem | Repaired, replaced or refunded — the option is agreed with you |
| A confirmed problem on a low-value item in small quantity | A replacement is given priority |
| A confirmed problem on a high-value item | Remote diagnosis first, then repair or a return for inspection, and a replacement or refund if that does not resolve it |
| No quality problem — the goods are as specified | Returns and exchanges are not accepted as a rule |
| The customer selected the wrong model | Borne by the customer |
| AQUROV clearly recommended the wrong model | Borne by AQUROV |
A return is never the first move for a high-value item: a fault that can be diagnosed remotely is diagnosed remotely, because shipping hardware back and forth costs the project more time than it costs the case.
Before dispatch
Inspection is graded to the product and the batch.
Not every part is checked the same way, and claiming otherwise would be untrue. The level of inspection follows what the item is and what is at stake if it fails.
Functional check
Thrusters, ESCs, cameras, lights, sensors and control electronics are checked for basic function before they are packed.
Specification, quantity and appearance
Penetrators, through-hull bolts and similar mechanical parts are checked against their specification, their quantity and their appearance.
Strengthened or full inspection
High-risk batches, critical functions and custom parts get a strengthened check, and a full inspection where the risk calls for it. Simple mechanical parts and mature variants are checked by sampling.
Inspection happens before dispatch, which is why a defect that shows up on arrival is treated as a claim rather than as normal wear: the item was checked in a known state, and the difference can be reasoned about.
Raising a claim
How to raise a claim.
A claim needs enough detail that the first reply can be an assessment rather than a request for more information.
Include this in the first message
- The order number
- The product name or model
- How many units are affected
- The date you received the goods
- What happens, and when it started
- Photos or video of the item and the installation
- Wiring and configuration details
- What you have already tried
What happens next
- The contact who handled your order collects the details and stays your point of contact
- Technical questions go to the engineering side for the cause and the responsibility assessment
- The same contact handles the communication, the replacement, the repair, the refund or any other commercial handling
- The case closes when you confirm the problem is solved, or when a repaired or replaced item tests clean
Where to send it
Claims and technical questions go to support@aqurov.com, together with the order number.
If the problem is with the shipment itself — a damaged carton, a shortage against the packing list — the route is the same, and Shipping & Delivery explains what travels with the goods and what to record on arrival.
Questions
Three questions that decide most claims.
Short answers here. An answer for a specific order is given against that product and that order.
How long is the warranty?
It differs by product type, so there is no single period that would be accurate for everything from a penetrator to a control board. The period that applies to your order is confirmed with the order, and it is counted from the day you receive the goods.
I ordered the wrong model. Can I return it?
Non-quality cases are not accepted for return as a rule, and a model chosen by the customer is the customer's responsibility. The exception runs the other way: if AQUROV clearly recommended the wrong model, that is AQUROV's responsibility.
What if we disagree about the cause of the failure?
Then the case is settled on evidence and the actual situation of the order rather than by a default rule. Photographs or video of the item and the installation, the wiring and configuration, and the conditions it was used in are what make that possible — without them, a cause cannot be established from either side.
Where to go next
Warranty is one part of the order.
These pages cover the parts that sit on either side of a claim.
- After-sales Support Missing accessories, alternative models, documentation, spare parts and technical questions.
- Shipping & Delivery Freight calculation, lead time, partial shipments and the documents that travel with the goods.
Send the order number and the details.
A claim is assessed on what the product is, what it was used for and what it is doing now. Send those three things, plus photographs, and the first reply can be an assessment instead of a question.