If we miss the delivery window
Every order is bound to a production batch and a committed window. If we are going to exceed it, we write to you before the window closes. The choice is then yours: keep waiting, or take a full refund. We do not make that decision for you, and waiting once does not give up the option later.
If the unit has a serious quality problem
Within the one-year warranty, a serious quality problem on a Founder Edition unit is resolved with a replacement unit or a refund. See the warranty page for what counts and how to start.
How refunds are made
To the original payment method, in the currency you paid. United States orders are shipped DDP, so a full refund returns the duties and taxes we had collected along with the unit price.
Starting a refund
Write to support@aqua.eco with your order number and what happened. We reply in writing, and we tell you the date the money leaves us — not just that it is "processing".