Warranty & Returns
Clear warranty terms. Technical assessment when something goes wrong.
AQUROV covers confirmed manufacturing and material defects in underwater robotics components. Each claim is reviewed against the product specification, order records, installation details and operating conditions. Where the claim is covered, we repair, replace or refund as appropriate.
Every shipment is checked before dispatch. Functional products are tested for basic operation, while mature low-risk mechanical parts may be inspected by sampling. Inspection depth increases for critical, custom or high-risk batches.
Coverage
What the warranty covers, and for how long.
The warranty is counted from the day you receive the goods, not from the day the order was placed, so both sides are working from the same start date.
| Situation | Period | Counted from |
|---|---|---|
| A confirmed manufacturing or material defect | 90 days | The day you receive the goods |
| Transport damage, or a shortage against the packing list | Report within 14 days | The day you receive the goods |
| Goods as specified, with no defect — a change of mind, or a wrong model ordered by the customer | No return window | — |
What counts as a covered defect
A fault that came from how the product was made, or from the material it was made of, is AQUROV's responsibility. So is a component that does not perform as specified out of the box — assessed against that product's specification rather than a general expectation. How each case is then resolved is set out under Returns and refunds below.
Why a defect on arrival is a claim, not wear
The item left in a known state, so an early failure is reasoned about from the evidence instead of being written off as wear.
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
A flooded connector and a connector wired to the wrong pin present the same symptom, which is why a claim is judged on evidence rather than on the symptom alone. Being outside the list does not end the conversation: send the details and the case is judged on what actually happened.
Assessment
When responsibility is not clear-cut.
When the cause cannot be established with certainty, it is worked out from the evidence and the situation of the order, case by case, rather than by a default rule that would be unfair either way.
What the assessment is based on
The cause of a failure is an engineering question, so the engineering side answers it, while the sales contact who handled your order stays in charge of the repair, the replacement or the refund. Where the outcome depends on something we cannot see from here, we say so.
What helps settle a case
- The order number and the date the goods were received
- Photos or video of the item and the installation
- Wiring, configuration and the conditions it ran in — voltage, load, depth, run time
The more of this arrives in the first message, the fewer rounds the case takes. Where a product has to come back for inspection, that is agreed before anything is shipped.
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 your side is not.
| Situation | How it is handled |
|---|---|
| A confirmed manufacturing, material or product problem | Repaired or replaced; a refund where repair and replacement are not practical or do not solve the problem |
| 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, a return for inspection, or a replacement or refund |
| No quality problem — the goods are as specified | No return window: 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 |
| Received, installed and put into service in a project, with no problem reported | Not accepted for return or refund; the warranty route stays open for 90 days from receipt |
A component that has been installed and run cannot be sold as new again, so a return is only possible before installation: inspect the goods on arrival, check them against the order and the datasheet, and report transport damage within 14 days. After installation the warranty route applies instead.
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, and how many units are affected
- The date you received the goods
- What happens, when it started, and what you have already tried
- Photos or video of the item and the installation
- Wiring and configuration details
What happens next
- Your order contact collects the details and stays your point of contact
- 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.
A damaged carton or a shortage against the packing list goes the same way: 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?
A confirmed manufacturing or material defect is covered for 90 days from the day you receive the goods. Transport damage, or a shortage against the packing list, has to be reported within 14 days of delivery and before the goods are installed.
I ordered the wrong model. Can I return it?
There is no change-of-mind return window: goods that are as specified 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. Photos or video of the item and the installation, the wiring and configuration, and the conditions it ran in 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.