Refund policy

Guarantee, Warranty, Returns, Exchanges, and Cancellations

 

AutoWater Guarantee and Limited Warranty

The AutoWater Guarantee and Limited Warranty apply in addition to our return policy. They are designed for situations where a system has already been installed or used and therefore may no longer qualify for an ordinary return.

In simple terms:

  • If you cannot get an eligible system working, the 60-Day AutoWater Guarantee applies.
  • If a supplied component fails under normal use, the 12-Month Limited Parts Warranty applies.
  • If you simply change your mind before installing the system, please see the return policy below.

60-Day AutoWater Working-System Guarantee

We do not want to send you a box of parts and leave you to figure out the rest.

Complete the required garden fit check, provide accurate information about your garden, and follow the plan and installation guidance we provide. If you cannot get all eligible raised beds watering automatically and without material leaks, contact us within 60 days after delivery.

We will work with you to diagnose the problem and help get the system running. Depending on the issue, this may include:

  • reviewing photographs or short videos of the installation;
  • providing specific troubleshooting and installation guidance;
  • helping correct the system layout or connections;
  • sending reasonable replacement or additional system parts at no charge; and
  • covering standard shipping for parts we determine are needed to fulfill the guarantee.

If we still cannot get the system working

If an eligible AutoWater System cannot be made to water the covered raised beds automatically and without material leaks after reasonable troubleshooting and corrective efforts, we will refund the full purchase price.

Before issuing a refund, we may ask you to return reusable or higher-value components, such as the timer or faucet assembly. When we require a return under this guarantee, Oxwhale will provide or pay for standard return shipping.

We will not ordinarily require you to return installed, cut, punctured, or soiled tubing unless there is a specific reason we need to inspect it.

What we need from you

To receive coverage under the AutoWater Guarantee, you must:

  • complete the requested fit check before the system is prepared;
  • provide reasonably accurate and complete photographs, measurements, layout information, and water-source information;
  • confirm that the garden and water source fall within the compatibility requirements shown on the product page;
  • install and operate the system substantially according to the supplied plan and instructions;
  • contact us promptly after discovering a problem;
  • provide reasonable photographs, videos, measurements, or other information needed to diagnose the issue;
  • allow us a reasonable opportunity to troubleshoot the system and provide corrective parts or instructions; and
  • install or test reasonable corrective parts or adjustments that we provide.

A minor error in the information you submitted will not automatically void the guarantee. An error matters only when it materially contributes to the problem or prevents the system from working as promised.

Compatibility requirements

The guarantee applies only when the system is used within the compatibility boundaries disclosed before purchase, including requirements relating to:

  • number and size of raised beds;
  • total system route and tubing lengths;
  • garden slope and layout;
  • faucet type and available clearance;
  • source water pressure;
  • water quality;
  • supported water sources; and
  • supplied or Oxwhale-approved components.

If we review the information you submitted and approve the system for your garden, we remain responsible for errors in the system plan or supplied configuration that result from our review.

AutoWater compatibility review

If Oxwhale determines from the submitted garden and water-source information that the system is not compatible with the customer’s garden, Oxwhale will cancel the unfulfilled order and issue a full refund to the original payment method. No cancellation fee will apply.

What the guarantee does not cover

The AutoWater Guarantee does not cover a failure caused primarily by:

  • materially inaccurate, incomplete, or misleading information supplied during the fit check;
  • a property, layout, bed configuration, or water source that was changed after the system was planned;
  • use outside the compatibility limits disclosed before purchase;
  • untreated pond water, graywater, unsupported rain-barrel systems, or another unsupported water source;
  • insufficient or excessive source pressure outside the supported range;
  • installation that materially departs from the supplied plan or instructions;
  • incompatible parts added or substituted without Oxwhale’s approval;
  • modifications made after installation that were not recommended by Oxwhale;
  • clogging caused by unsupported water quality or failure to perform ordinary filter maintenance;
  • freezing or failure to follow winterization instructions;
  • damage caused by animals, insects, roots, lawn equipment, vehicles, tools, landscaping work, severe weather, or another outside force;
  • misuse, neglect, intentional damage, or ordinary wear; or
  • a refusal to participate in reasonable troubleshooting or corrective steps.

These exclusions apply only to the extent the excluded condition actually caused or materially contributed to the problem.

The guarantee covers the operation of the supplied watering system. It does not guarantee particular plant growth, crop yield, water savings, soil moisture, or gardening results, since those outcomes also depend on weather, soil, crops, timer settings, maintenance, and other conditions outside our control.

12-Month Limited Parts Warranty

Oxwhale warrants that the components supplied with your AutoWater System will be free from defects in materials and workmanship under normal residential garden use for 12 months after delivery.

If a covered component fails during that period, contact us with your order number and a description of the problem. We may ask for photographs, a short video, or reasonable troubleshooting information.

After reviewing the issue, Oxwhale may, at its option:

  • provide troubleshooting or repair instructions;
  • repair the component;
  • send a replacement component or equivalent substitute; or
  • provide another remedy required by applicable law.

Oxwhale will cover standard shipping for a replacement or repaired component provided under this warranty. We may require the defective component to be returned, in which case we will provide or pay for standard return shipping.

A replacement part does not restart the original 12-month warranty period. It remains covered for the longer of:

  • the remainder of the original warranty period; or
  • any minimum period required by applicable law.

What the limited warranty covers

Subject to the exclusions below, the warranty applies to defects or premature failures affecting the operation of supplied components, including the:

  • hose timer;
  • faucet assembly;
  • filter;
  • pressure regulator;
  • valves;
  • adapters and fittings;
  • mainline tubing;
  • dripline;
  • connectors; and
  • other functional system components supplied by Oxwhale.

What the limited warranty does not cover

The warranty does not cover:

  • batteries or other ordinarily replaceable consumable items;
  • ordinary wear and aging;
  • cosmetic changes that do not affect operation;
  • clogging caused by dirty or unsupported water sources;
  • mineral, sediment, algae, or biological buildup resulting from inadequate maintenance;
  • freeze damage;
  • damage caused by animals, insects, roots, tools, lawn equipment, vehicles, landscaping work, or severe weather;
  • cuts, punctures, crushing, kinking, or other physical damage occurring after delivery;
  • operation outside the stated pressure, water-quality, layout, or compatibility requirements;
  • improper installation, maintenance, storage, or winterization;
  • misuse, neglect, abuse, or intentional damage;
  • unauthorized modifications or incompatible third-party parts; or
  • products purchased from an unauthorized seller or otherwise acquired without valid proof of purchase.

The warranty covers the supplied product and replacement parts. It does not ordinarily cover removal or reinstallation labor, third-party contractor charges, plants, crops, soil, landscaping, water bills, loss of use, or other incidental losses, except where applicable law requires otherwise.

How to make a claim

To request help under the AutoWater Guarantee or Limited Parts Warranty, contact us at systems@oxwhale.com.

Please include:

  • your name;
  • order number;
  • delivery address;
  • a description of the problem;
  • when you first noticed it; and
  • any requested photographs or short videos.

Please do not discard components or ship anything back until Oxwhale provides instructions.

Relationship to other rights

The AutoWater Guarantee and Limited Parts Warranty do not limit any non-waivable rights or remedies available under applicable consumer-protection or warranty law.

 

Returns, Exchanges, and Cancellations

We want you to feel confident ordering from Oxwhale. Please review the policy below before making a purchase, and contact us if you have any questions about your order.

Damaged, defective, incorrect, or incomplete orders

Please inspect your order soon after delivery. Contact us promptly if:

  • an item was damaged in transit;

  • a supplied component appears defective;

  • you received the wrong product; or

  • a required component is missing.

Include your order number and, when helpful, photographs or a short video showing the issue. We may resolve the problem by providing guidance, sending replacement parts, replacing the product, arranging a return, or issuing a refund, depending on the circumstances.

This return policy does not limit any rights you may have under applicable consumer-protection or warranty laws. 

Returns

You may request a return within 30 days after your order is delivered.

To qualify for an ordinary return, the product must be:

  • unused and uninstalled;

  • clean and free from soil, water, weather exposure, or other signs of use;

  • uncut, unpunched, and otherwise unaltered;

  • complete, including all supplied parts, tools, instructions, and accessories; and

  • returned in its original packaging where reasonably possible.

You are welcome to open the package and inspect its contents. Opening the package does not make the product ineligible for return.

Products that have been installed, used, cut, punctured, soiled, weather-exposed, or otherwise altered are not eligible for an ordinary change-of-mind return. If you have begun installing your system and encounter a problem, contact us before taking it apart. We will help determine whether the issue is covered by our installation support, product guarantee, or warranty.

How to request a return

Submit a return request through your order-status page or contact us at returns@oxwhale.com with your order number.

Please do not send a product back without first receiving return approval and return instructions from Oxwhale. Returns sent without approval may be delayed or refused.

Once a return is approved, it must be shipped within 14 days of receiving the return instructions.

Return shipping

For ordinary returns, including returns made because you changed your mind or no longer need the product, you are responsible for purchasing and paying for return shipping.

We recommend using a trackable shipping service and keeping your shipping receipt until the return is complete. Oxwhale is not responsible for a return shipment that is lost or damaged before it reaches us.

If your order arrived damaged, defective, incorrect, or missing a required item, contact us before shipping anything back. When the problem is our responsibility, Oxwhale will cover the reasonable cost of the appropriate remedy, including return shipping when a return is required.

Refunds

We will inspect your return after it arrives and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, generally within 5–10 business days after inspection. Your bank or card issuer may require additional time to post the refund.

We do not charge a restocking fee.

A returned product may be ineligible for a full refund if it is incomplete, damaged, altered, or returned in a condition different from the condition in which it was received. Before making any deduction, we will explain the issue and the proposed refund amount.

Original expedited-shipping charges, if any, are not refundable. When standard shipping was included in the product price, there is no separate outbound shipping charge deducted from an otherwise approved full refund.

Exchanges

To request an exchange, submit a return request through your order-status page or contact us at returns@oxwhale.com.

Exchanges are subject to product availability. The returned product must satisfy the same eligibility requirements as an ordinary return.

If the replacement product costs more than the original product, you will be responsible for the difference. If it costs less, we will refund the difference to your original payment method.

For an ordinary exchange based on preference, configuration choice, or change of mind, you are responsible for return shipping and any shipping charge for the replacement item. If an exchange is necessary because we sent an incorrect, damaged, defective, or incomplete product, Oxwhale will cover the reasonable shipping costs.

In some cases, the fastest option may be to return the original product for a refund and place a new order.

Products prepared for your garden

Some AutoWater components may be selected, cut, organized, labeled, or partially assembled using the garden information you submit.

An unused system prepared for your garden remains eligible under the ordinary 30-day return policy unless the product page clearly states before purchase that a particular item is personalized or final sale.

A system is no longer eligible for an ordinary return after you install, cut, puncture, soil, weather-expose, or otherwise alter it. Problems involving fit, supplied measurements, component compatibility, or installation should be brought to us promptly so we can review them under the applicable support, guarantee, or warranty terms.

Cancellations

You may request to cancel an order at any time before it has been fulfilled.

Because some orders may be prepared specifically for the customer’s garden, contact us as soon as possible if you need to cancel. A cancellation request is not complete until Oxwhale confirms it.

Once an order has been fulfilled or entered the shipping process, it can no longer be canceled. After delivery, the return policy above applies.

If Oxwhale cannot ship within the timeframe promised at checkout, we will contact you regarding the delay and provide the options required by applicable law. Federal rules generally require online sellers to have a reasonable basis for their stated shipping time and to obtain the customer’s agreement to a delay or provide a refund when that timeframe cannot be met.

Final-sale items

Any item designated as final sale on its product page is not eligible for an ordinary return or exchange. A final sale designation does not limit remedies for products that are damaged, defective, incorrect, or otherwise protected under applicable law.

Contact us

Questions about a return, exchange, cancellation, or product problem can be sent to:

Email:
For returns - returns@oxwhale.com
For support - systems@oxwhale.com

Physical Mail:
Oxwhale LLC
443 Western Ave #1053
South Portland, ME 04106