We deliver Australia-wide and want returns to be as straightforward as buying. Here’s how shipping, returns and refunds work, and what happens if something isn’t right.
Shipping
Shipping costs
- Free shipping on orders of $199 or more.
- A flat rate of $14.95 on smaller orders.
- We ship to addresses across Australia.
Dispatch and delivery times
Orders are typically dispatched within 2 business days of being confirmed. After dispatch, delivery typically takes:
- Metro areas: 2 to 5 business days
- Regional areas: 3 to 8 business days
- Remote areas: longer, depending on the courier’s service to your location
These times are a guide, not a guarantee. Weather, public holidays and courier delays can all affect delivery.
Tracking
When your order ships, we’ll email you tracking details so you can follow it to your door.
Large systems
Whole house and tank systems are bulky, so they may arrive in more than one parcel, sometimes on different days. If part of your order hasn’t turned up, check your tracking emails first, then get in touch.
Damaged or missing items
Please check your delivery when it arrives. If anything is damaged or missing, contact us as soon as possible with your order number and photos, and we’ll put it right.
Change-of-mind returns
If you change your mind, you can return an item within 30 days of delivery for a refund or exchange, as long as it’s unused, hasn’t been installed or connected to a water supply, and is in its original packaging.
For change-of-mind returns, you pay the cost of sending the item back, and we recommend a tracked service. Original shipping charges aren’t refunded.
How to start a return
- Contact us at hello@homewaterfiltersystems.com.au or on 1300 000 000 with your order number and the items you’d like to return.
- We’ll confirm your return and send you the return address and instructions.
- Pack the item securely in its original packaging and send it back.
Refunds
Once we’ve received and checked your return, we’ll refund you to your original payment method. Your bank or payment provider may take a few business days to show the credit.
Faulty products
If a product is faulty, not as described or doesn’t do what it should, you’re entitled to a remedy under the Australian Consumer Law, whether or not the 30-day change-of-mind period has passed.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact us with your order number, a description of the problem and photos if you can. We’ll cover reasonable costs of returning a faulty item, and for large or installed items that are hard to send back, we’ll arrange an inspection or collection. Our warranty also covers system housings and hardware against defects.
Installed products
Installation is a service, and once it’s been completed, installation labour isn’t refundable except where required by the Australian Consumer Law. For example, services must be provided with due care and skill, and you’re entitled to a remedy if they aren’t.
Your rights
Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law or any other law that can’t be excluded. To learn more about your rights, visit the ACCC’s consumer guarantees page.