Refund policy

Last updated: 19 August 2026

We want you to be confident buying from us. This policy sets out how returns, refunds and warranty claims work, alongside your rights under the Australian Consumer Law (ACL).

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a deemed major failure by Pure Water filters R Us, and possible compensation for any other reasonably foreseeable loss or damage at our discretion. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Faulty or incorrect items

If your product arrives damaged, faulty, or isn't what you ordered, contact us within 7 days from time of delivery at admin@purewaterfiltersrus.com.au or 1300 600 724 with your order number and photos where possible. We will arrange a repair, replacement or refund as appropriate under the ACL, and we will cover return shipping for confirmed faulty or incorrect items.

Change of mind

We offer change-of-mind returns within 14 days of delivery, provided the product is unused, uninstalled, in its original packaging and in resaleable condition. Change-of-mind returns are at your cost, and refunds exclude original shipping charges. Items that have been installed, used or had cartridges opened cannot be returned for change of mind for health and safety reasons. Please contact us before returning anything so we can provide return instructions or a mutual solution to the issue.

Warranty claims

Products we sell carry the manufacturer's warranty. Lodge warranty claims through us — we will handle the process with the manufacturer/supplier on your behalf. Where we performed your installation, our workmanship is warranted by us; contact us and we will make it right.

Refund processing

Approved refunds are issued to your original payment method. Please allow up to 14 business days for the refund to appear after we receive and inspect the returned item.

Contact

admin@purewaterfiltersrus.com.au · 1300 600 724