Waterboy Sports 5 Gallon Cooler Hydration Station

We were excited to order this cooler for our middle school football team. I reached out to inquire about ship time and was never replied to. We placed the order on Thursday, and it did not ship until the following Wednesday. When we received the cooler, we took it to our game and the boys had to lay on the ground to drink from it. The cooler has to be above the drinker's head for it to work, we've been told by Waterboy when we called to ask if we were using it correctly. I immediately inquired about a refund as this is not going to work for our football team, and was told that if the cooler had been used it is not eligible for a refund. What a waste of $250 of parent money - we had to fundraise to even afford this cooler for our kids. All that needs to be done is a short disclaimer on the website stating the use conditions. The man from Waterboy (the manufacturer) said on the phone that he always explains to people when he speaks to them about how it works so clearly this is an issue.