Returns Policy

Please choose your Products carefully as Freshwater Systems Australia does not provide refunds for change of mind.

However, if the product is faulty, does not fit, is otherwise in breach of a Consumer Guarantee, or you have been sent the wrong product, we are happy to accommodate, providing you follow the returns and refund procedures below.

1.GENERAL CONDITIONS

• The Customer acknowledges that it has checked the information in the Order and any specifications for the Ordered Products prior to placing the Order.
• All products returned for a refund must be in “as new” condition.
• Unless faulty or otherwise in breach of a Consumer Guarantee, the Ordered Product must
  • be returned within 28 days of purchase in original, unused, undamaged and resalable condition including the packaging and with the tax receipt.
  • the Customer must cover the cost of freight.
  • The refund offered is the invoice price less freight costs.
• Delivery fees paid are non-refundable, to the extent permitted by .s
• The Customer acknowledges that special, custom or non-stocked items are not returnable unless required by law..

2.CHANGE OF MIND

• Freshwater Systems does not provide refunds for change of mind.

3.WRONG PRODUCT or PRODUCT DOESN’T FIT

• A request for refund or exchange must be received and acknowledged by Freshwater Systems prior to returning goods. Please contact Customer Service on (08) 8351 7800 or filters@freshwatersystems.com.au to initiate refund or exchange.
• Goods returned without prior approval will not be refunded.
• Once approval has been granted, please send the wrong product back to Freshwater Systems must receive the Product prior to refund or replacement)
• To the extent permitted by law, we reserve the right to provide a replacement product in lieu of a refund.
• If no replacement can be found, then full refund including delivery costs paid will be offered

4.FAULTY or DAMAGED PRODUCT

• A request for refund or exchange must be received and acknowledged by Freshwater Systems prior to returning goods. Please contact Customer Service on (08) 8351 7800 or filters@freshwatersystems.com.au to initiate refund or exchange.
• In the event that the wrong product is received, lease send the wrong product back to Freshwater Systems, (we must receive the product for assessment and confirmation that it is not the Ordered Product, before a refund can be issued).
• To the extent permitted by law, we reserve the right to provide a replacement product.
• If no replacement can be found, then full refund, including delivery costs paid, will be offered

5.OUT OF STOCK

• In circumstances that any Ordered Products are out of stock, Freshwater Systems will advise the Customer by email or phone. An indicative date of restocking and anticipated delivery time will be provided.
• Alternatively, Freshwater Systems will refund or replace the Ordered Products with an equivalent product at the election of the Customer.

6.CONTACT US FOR SUPPORT

To initiate the refund/replacement request process, please call Customer Service on 08 8351 7800 during Business Hours or email filters@freshwatersystems.com.au

We are open 8am – 4.30pm (ACST) Monday-Friday, excluding public holidays (in South Australia).