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We offer a 30-day change-of-mind return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it — unused, undamaged, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.
Cancellations (Before Dispatch)
Orders may be cancelled before they are dispatched from our warehouse. If your order has not yet shipped, contact us immediately at sales@waterfilter.com.au to request cancellation.
If your order is eligible for cancellation, we will issue a refund. However, please note:
- For change-of-mind returns or incorrect orders, a payment processing fee equivalent to the amount charged by our payment processor (currently 1.9% of the purchase value) may be deducted from your refund.
- This fee reflects the non-refundable charge imposed by our payment provider when processing your original payment.
Installation Cancellations and Refunds
Perth Installations:
If you decide not to proceed after the on-site review, you will receive a full refund.
VIC, QLD, and NSW Installations:
A call-out fee of AUD $165 (including GST) applies if you cancel during the installation appointment, provided there is a reasonable location or additional cost involved in the installation. This fee covers the cost of dispatching a licensed plumber and associated travel and preparation expenses.
Cancellations After Goods Have Been Delivered: Since shipping costs are absorbed for customers who choose installation, if a customer decides to keep the goods but not proceed with the installation, and requests a refund for the installation fee after the products have already been delivered, the actual shipping cost of the goods will be deducted from the installation fee.
Who Pays for the Return?
A. We will cover the cost of return postage if the item arrives damaged or faulty.
Note: You must report any damaged items within 7 days of receiving them.
To start a return, contact us at sales@waterfilter.com.au. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
B. If the wrong product has been ordered or if you change your mind, you are responsible for the return postage. The product must be returned in a re-sellable condition (unused and free from damage). A 20% restocking fee will be charged on returns in these circumstances.
Important Health & Safety Notice
In line with Australian health and safety guidelines, once water has passed through the water filter system, we cannot offer a refund under our 30-day change-of-mind guarantee.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right.
Customers must notify us of any damage to goods within 7 days of receiving their parcel.
Exceptions / Non-returnable Items
In line with Australian health and safety guidelines, once water has passed through the water filter system, we cannot offer a refund under our 30-day change-of-mind guarantee.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a new order for the replacement item.
Refunds
We will notify you once we’ve received and inspected your return and inform you if the refund is approved. If approved, you’ll be refunded via your original payment method. Please note that it can take time for your bank or credit card provider to process and post the refund.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.