The Akwa Guide · Policies

Refund policy

Akwa stands behind every brief, every render, and every PDF. If a purchase did not deliver what we promised, file a refund request and the founder will review within 48 hours.

Your EU 14-day right of withdrawal

Consumers in the European Union and the United Kingdom have a statutory 14-day right of withdrawal on digital services, unless they have expressly waived this right at checkout to receive immediate digital delivery. Akwa honours this right automatically when no design has been generated and no licence has been redeemed. If you waived withdrawal at checkout (the immediate-delivery consent box), the statutory right does not apply, but Akwa's discretionary refund policy below still does.

What is eligible (Akwa discretionary)

• Single design or credit purchases that failed to render or contained corrupt PDFs.
• Subscription charges within 14 days of activation, where the service was unused.
• Catalogue licences delivered with material defects in the linked PDF.
• Duplicate or accidental charges.

What is not eligible

• Aesthetic preference disagreements with successfully-rendered output.
• Subscriptions used beyond the 14-day window where withdrawal was not waived, or any usage after the immediate-delivery consent was given.
• Akwa Atelier production-tier purchases after sample approval.
• Akwa Collections (Ready / Signature / Couture) after design hand-off, per their bespoke licensing terms.

How to file a request

Open akwa.design/help/refunds in a browser and complete the request form, or email hello@akwa.design directly with your email address, your payment reference, and the reason for the request. The payment reference is in your purchase confirmation email and speeds up review.

The founder reviews refunds personally and responds within 48 hours during the founding period.