Returns & Warranty Policy
We want you to be genuinely happy with your purchase! Because of the nature of our products, we do run a structured returns policy, but it's designed to be fair for everyone, in line with the Australian Consumer Law (ACL).
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Your Rights Under the ACL
Nothing here takes away from your rights under the Australian Consumer Law. Our products come with guarantees that can't be excluded, including your right to a repair, replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. If anything in this policy ever conflicts with the ACL, your rights under the ACL come first.
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Change of Mind
We're not required to offer a refund or exchange if you simply change your mind, order the wrong size or system, or the product turns out not to be quite right for your needs, but we do like to help where we can. If we agree to accept a change-of-mind return in good faith, here's how it works:
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The item needs to be unopened and unused, in resaleable, food-grade condition, and in its original packaging
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If we find the product has been used, we won't be able to accept it back, unfortunately
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Reach out for approval within 30 days of your invoice date, we're not able to accept returns without prior approval or after this window
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A 20% restocking fee (or our actual out-of-pocket shipping/merchant expense, whichever is greater) will be deducted from your credit or refund
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Return shipping is at your expense
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We issue change-of-mind returns as a merchandise credit rather than a cash refund
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Low-value items: for smaller or lower-value items, the cost of posting something back to us can sometimes be more than the credit you'd end up receiving once fees are deducted. We're always happy to help you weigh this up before you send anything back, email us first.
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Not sure it's the right fit? We'd love to help you get it right the first time, so please reach out before ordering if you have any questions about sizing or compatibility. If a return does end up being needed due to a mix-up like the wrong size or part, it'll be treated as a change-of-mind return under the terms above.
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Cancelled Orders
Changed your mind before we've dispatched? No problem, let us know and we'll cancel and refund your order in full, free of charge. Orders cancelled after dispatch are treated as a change-of-mind return, and the fees above will apply.
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Faulty or Damaged Products
We know it's frustrating if something arrives damaged or isn't working as it should, so here's how we sort that out for you.
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Transit damage: please let us know within 48 hours of delivery (based on courier tracking), along with photos of the item and, where possible, the packaging. This helps us lodge things quickly on your behalf, please note damage reported after this window may not be covered under our transit warranty (see our Shipping Policy for more on this).
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Product faults: if something seems faulty or isn't working as described, please send through your invoice number along with some photos, video, or a written description so we can take a look. We do need a valid invoice number to get the process moving.
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If we need to test the item, return postage is payable by you in the first instance.
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Once we've confirmed the fault, we'll reimburse your reasonable return postage costs (just keep your proof of cost) and sort out a repair, replacement or refund in line with the ACL.
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If we test the item and it turns out to be in full working order, an inspection fee may apply, and you'll be responsible for the cost of having it sent back to you.
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Minor damage: where damage is repairable, we'll charge a fee covering the cost of replacement parts and labour, deducted from your refund, this is separate to any restocking fee.
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Major damage: if damage is significant and not economical to repair, we may not be able to accept the return, and you'd be responsible for return freight or disposal of the unit.
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Warranty
We stand behind what we sell, here's what our warranty covers.
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Coverage: most of our products come with a 3-year (36-month) comprehensive warranty, covering the system and compressor, unless stated otherwise on the product page. Individual warranty periods can vary by model, so just ask if you'd like to check a specific unit.
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Installation: as required under Australian Plumbing Codes, plumbed-in filtration and water cooler systems need to be installed by a licensed, qualified plumber. It's worth holding onto your installation invoice or receipt as proof, we're not able to keep these on file for you.
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Maintenance: to keep your warranty valid, your system needs to be serviced and maintained using genuine or approved replacement filters, fittings and components, and used in line with the supplied user guide and installation instructions.
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Making a claim: we assess all warranty claims to confirm correct installation, use and maintenance, so please keep your proof of purchase and any servicing records handy to support your claim.
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A few things we're not able to cover:
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Damage caused by not servicing or maintaining the system as instructed
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Unauthorised, abnormal, or non-compliant use
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Exposure to unsuitable environmental conditions
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The workmanship of the plumber who installed your system, that one sits with your installer, not us
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This warranty is on top of, and doesn't take away from, your rights under the ACL.
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Discontinued items: if your exact model is no longer available, we'll sort out a similar replacement or a store credit based on current market value.
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Special Order Items
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Special order items generally can't be returned unless the manufacturer's own terms allow it. Where a return is accepted, standard fees will still apply.
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Before You Order
Got a question about sizing, compatibility, or anything in this policy? We'd genuinely love to help you get the right product the first time, email us before purchasing.
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