Refund policy

Store: Air to Water Generators
Website: airtowatergenerators.com
Effective Date: 5/5/2026

This Return & Refund Policy applies to purchases made directly through airtowatergenerators.com (“we,” “us,” or “our”). Please review this policy carefully before placing an order.

Because HydroCell is a large-format drinking-water appliance, returns must meet the requirements below.

1. Scope

This policy applies only to orders placed directly on airtowatergenerators.com.

It covers eligible returns of qualifying HydroCell units (“Devices”) and applicable accessories that shipped with your order. Certain items, including consumables, are non-returnable as described below.

2. Order Cancellations

Orders may be canceled for a full refund within 24 hours of purchase, as long as the order has not shipped or entered final fulfillment.

After 24 hours, cancellation requests are reviewed based on order status.

Once an order has entered fulfillment or has shipped, it cannot be canceled and must be handled through the return process below.

To request a cancellation, email contact@airtowatergenerators.com as soon as possible with your order number.

3. 7-Day Return Window

To request a return, you must contact us within seven (7) days of confirmed delivery.

The return window is based on the carrier’s delivery confirmation.

Return requests submitted after the 7-day return window are not eligible for standard returns.

4. Return Eligibility

HydroCell units may be returned within 7 days of delivery only if the unit is:

  • Unopened
  • Unused
  • Undamaged
  • In its original sealed packaging
  • Complete with all original accessories, filters, manuals, packaging, and included parts

To be eligible for a return:

  • The return request must be submitted within 7 days of delivery.
  • The unit must be unopened and in its original sealed packaging.
  • The unit must not have been powered on, set up, flushed, or used.
  • The unit must not have produced, stored, filtered, heated, cooled, or dispensed water.
  • All original accessories, filters, manuals, packaging, and included parts must be returned.
  • The return must be approved in writing before the unit is shipped back.
  • The unit must pass inspection once received.

We reserve the right to refuse returns if the unit does not meet these conditions.

5. Opened Packaging

Because HydroCell is a drinking-water appliance, units with opened packaging are not eligible for standard returns or buyer’s remorse refunds.

Once the packaging is opened, we can no longer verify that the unit, internal water path, filters, accessories, and packaging remain in new, sealed condition for resale.

If your unit arrives damaged, defective, or incorrect, please contact us immediately. Those issues will be handled through our damaged-item or limited warranty process, not as a standard return.

6. Used Units

Used units are not eligible for standard returns or buyer’s remorse refunds.

A unit is considered used once it has been powered on, set up, flushed, or used to produce, store, filter, heat, cool, or dispense water.

If your unit has a defect or performance issue after use, it will be handled through our limited warranty process.

7. Non-Returnable Items

The following items are not eligible for return or refund, except where required by law:

  • Opened or used filters
  • Replacement filter kits
  • UV lamps
  • Other consumable parts
  • Items marked Final Sale or Clearance, if applicable
  • Gift cards or services, if applicable

If a non-returnable item arrives damaged or incorrect, contact us within the reporting window described below.

8. Return Authorization Required

All returns require prior written authorization.

To request a return, email:

contact@airtowatergenerators.com

Please include:

  • Order number
  • Name and contact information
  • Reason for return request
  • Photos of the unopened package
  • Photos of the shipping label

Returns shipped without authorization may be refused or returned to sender.

9. Return Processing and Logistics Fee

Approved returns are subject to a flat $500 Return Processing and Logistics Fee.

This fee helps cover costs associated with original outbound shipping, return shipping coordination and/or costs, inspection, handling, restocking, and administrative processing.

Refund calculation:

Approved returns will be refunded to the original payment method minus the $500 Return Processing and Logistics Fee, and minus any additional deductions if applicable.

Original shipping costs, if separately charged, are non-refundable.

10. Inspection, Deductions, and Refund Timing

All returned units are inspected upon receipt.

We may refuse the return or apply deductions if the unit is returned:

  • Opened
  • Used
  • Damaged
  • Missing parts or accessories
  • Without original packaging
  • With signs of tampering or mishandling
  • In a condition that prevents safe resale as a new sealed unit
  • Without adequate packaging, resulting in transit damage

If your return is approved after inspection, we will process your refund to the original payment method within 10–14 business days after inspection is completed.

Your bank or payment provider may take additional time to post the refund.

11. Shipping Damage, DOA, Defects, or Incorrect Items

We take shipping issues and product defects seriously and will help you resolve them as quickly as possible.

If your order arrives damaged, non-functional on arrival, defective, or incorrect, contact us within 48 hours of delivery at:

contact@airtowatergenerators.com

Please include:

  • Your order number
  • Photos of the outer box
  • Photos of the inner packaging
  • Photos of the unit
  • Photos of the shipping label
  • A short description of the issue
  • Videos showing the issue, if applicable

Please keep all original packaging while the issue is being reviewed.

Documentation helps us resolve your issue faster and supports carrier or insurance claims when applicable.

Depending on the situation and verification, we may offer one or more of the following:

  • Replacement parts
  • Repair support
  • Exchange or replacement of the device
  • Warranty remedy
  • Carrier claim support
  • Another resolution we determine appropriate based on the circumstances

We may require troubleshooting steps, photos, or videos to confirm the issue and determine the fastest solution.

12. Performance and Use Conditions

Water production and performance may vary based on environmental conditions, including:

  • Humidity
  • Temperature
  • Airflow
  • Placement
  • Room size
  • Maintenance
  • Filter condition
  • Proper setup and operation

If you are not seeing expected performance, contact contact@airtowatergenerators.com and we will provide troubleshooting steps and support.

Performance concerns outside the return window are typically addressed through troubleshooting and warranty support, not standard returns.

13. Warranty

HydroCell units include a 1-year limited parts warranty beginning on the date of delivery.

The manufacturer’s warranty provides 1-year standard coverage for parts, along with technical support and spare parts as needed. Faulty components may be replaced free of charge during the warranty period when the issue is confirmed to be a covered manufacturer defect.

Warranty coverage is intended to cover defects in materials, workmanship, or covered mechanical/electrical components under normal indoor household use.

Warranty coverage does not automatically qualify an order for a refund, return, or full unit replacement. Most warranty issues are first addressed through troubleshooting, replacement parts, repair guidance, or service coordination.

Depending on the confirmed issue, warranty support may include one or more of the following:

  • Remote troubleshooting
  • Technical support
  • Replacement parts for covered faulty components
  • Repair guidance
  • Coordination with a local technician or contractor when practical
  • Local service support in select markets, at our discretion
  • Another appropriate remedy based on the issue

Warranty coverage does not typically include issues caused by:

  • Misuse, abuse, or improper handling
  • Improper setup, placement, storage, or operation
  • Outdoor use
  • Use in corrosive or harsh air environments, including salt, oil, sulfur, chlorine, toxic gases, or aggressive liquids
  • Failure to follow the product manual, setup instructions, flushing instructions, or maintenance guidance
  • Failure to replace filters or consumables on the recommended schedule
  • Use of unauthorized replacement parts or consumables
  • Unauthorized repairs, modifications, or tampering
  • Use with an extension cord, power adapter, improper voltage, or ungrounded outlet
  • Operating the unit after it has been improperly moved, tilted, or transported
  • Cosmetic damage that does not affect function
  • Normal wear and tear
  • Filters, UV lamps, or other consumable parts
  • Shipping damage not reported within 48 hours of delivery

Water production depends on environmental conditions, including humidity, temperature, airflow, placement, room size, maintenance, and filter condition. Lower water output caused by low humidity, low temperature, poor airflow, improper placement, or improper maintenance is not considered a product defect.

To initiate a warranty claim, contact contact@airtowatergenerators.com with:

  • Your order number
  • Device serial number, if available
  • Description of the issue
  • Photos or videos showing the issue
  • Any error code shown on the display
  • Confirmation that the unit was set up and used according to the product manual

We may require troubleshooting steps, photos, videos, or technician feedback before determining whether the issue is covered.

If the issue is confirmed as a covered defect, we will work with you on the appropriate remedy, which may include replacement parts, repair guidance, service coordination, or another suitable resolution.

Do not attempt unauthorized repairs or return the unit without written authorization. Unauthorized repairs, modifications, or returns may void warranty coverage.

14. Support Response Time

Our typical support response time is 2–3 business days.

During high-volume periods, response times may vary.

For the fastest resolution, include your order number and any relevant photos or videos in your initial message.

15. Policy Updates

We may update this policy from time to time.

Changes will be posted on this page with an updated effective date. The policy in effect at the time of your purchase will generally apply to your order, unless otherwise required by law.