Returns and Refunds Policy

We want all our customers to be happy with their purchase from Water2water.

We are always happy to help our customers choose the best water filtration systems and products for their drinking water needs before making a purchase.

We can advise you on the size and weight of different models, the best filtration system for your local water supply, the most cost-effective options and how to take care of your purchase.

You can send us photos of existing filter systems you are looking to replace, and photos of the space you have available to install a water filtration system.

We want you to choose your water filtration products carefully as refunds are applicable on a case-to-case basis, and refunds do not apply to:

• Change of mind: If you purchase from us, and change your mind without reasonable cause or grounds, we will not issue a refund
• Finding cheaper products: We pride ourselves in providing high-quality products and we will always try to replace items if they are defective or damaged upon delivery. If you need an exchange for the same item, please contact us on 1300 880 303 or email us on online@water2water.com.au. Please note that we do not offer refunds if you find the product at a lower price after purchasing.

However, if you have purchased a product that you believe is faulty or not what you ordered, please follow our returns policy and feel free to call us on 1300 880 303 and we will do our best to help.

If you believe the product is damaged, faulty or incorrect

• Please contact Water2water by email at online@water2water.com.au  within 7 days of receiving the product/s
• We will review your request and send you a confirmation email. If we need the goods to be returned, we will explain how to return the product/s. You must retain your proof of return in the form of ‘tracking’ and provide this to Water2water on request when returning any product
• Water2water must receive the product/s back for assessment before issuing any refund
• Water2water reserves the right to provide a replacement product
• If no replacement product can be found and the item is deemed to be faulty by the manufacturer, a full refund will be provided based on the manufacturer’s warranties
• If the product is not deemed to be faulty by the manufacturer, Water2water will not accept the return and may hold the Goods on the Buyer’s behalf at the Buyer’s expense for a limited time, until arrangements satisfactory to Water2water are made by the Buyer for the disposal of the Goods
• If no replacement product can be found and the item was the wrong product, providing the goods are approved for return, returned in their original packaging and assessed to be unused and undamaged, then a full refund for the goods may be provided
• Products must be returned in ‘as new’ condition and packaged in the same way they were sent and Water2water reserves the right to charge a re-stocking fee for any Goods returned by the Buyer and accepted by Water2water
• Products must be returned within 28 days of purchase
• Clients must cover the cost of freight to return and the original freight costs to send goods will not be refunded

Returns/ Refunds Procedure

1. Email online@water2water.com.au within 7 days of receiving the goods
2. Provide the reason for the return
3. Receive confirmation approval from Water2water as to where and how to return goods
4. Ensure that you retain tracking proof for any returns

This Returns Policy does not affect your statutory rights.