Returns & Refunds Policy

Last updated: 4 September 2026

Water Filtration Sydney (ABN 98 700 073 016) supplies and installs water filtration equipment. We are not a mail-order retailer. Equipment is normally supplied as part of an installation we carry out. This policy explains what happens if something is wrong with the equipment or the work, and when you can get money back.

Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits them.

• Major failure: if goods have a problem that would have stopped you buying them had you known, are unsafe, are significantly different from what was described, or cannot be fixed within a reasonable time, you can choose a refund or a replacement, and compensation for any other reasonably foreseeable loss.
• Minor failure: if the problem is not major, we are entitled to choose between repairing the goods, replacing them, or refunding you, and we will do so within a reasonable time.
• Services: if our work is not carried out with due care and skill, we will put it right. If it cannot be put right within a reasonable time, you can cancel and get a refund of the unused portion.

Warranty on our work

We warrant our installation labour for the life of the installation, for as long as the system remains in the property we installed it in and has not been altered by anyone else. If a joint we made leaks, or something we fitted fails because of how it was fitted, we come back and fix it at no charge.

Warranty on equipment

Equipment we install carries the manufacturer's warranty, which is 3 years on the products we typically supply. Some products carry longer or shorter terms; the term for your system is stated on your quote and invoice.

We handle the claim with the manufacturer on your behalf. Where the manufacturer requires the unit to be returned for assessment, we will remove and return it, and refit it or its replacement once the claim is resolved.

What is not covered

• Cartridges and consumables. Filter cartridges, membranes and UV lamps have a finite service life and are consumable items. They are not faulty because they have reached the end of that life.
• Damage from misuse, tampering, or alteration or repair by anyone other than us.
• Damage from freezing, water hammer, mains pressure surges, supply interruptions or water quality outside the system's stated operating range.
• Failure caused by not replacing cartridges at the recommended intervals.
• Pre-existing defects in your plumbing that we did not cause and were not engaged to rectify.
• Fair wear and tear.

How to make a claim

Call 0421 601 540 or email quote@waterfiltration.sydney with your name, the installation address, and a description of the problem. Photographs help. Have your invoice number handy if you can find it. If you cannot, we can look the job up.

If there is an active leak, turn off the water at the isolation valve or the meter first, then call us.

We will respond within one business day and arrange an inspection. If the fault is covered, there is no charge for the visit. If we attend and find the fault is not covered by warranty (for example a spent cartridge, or damage caused by someone else's work), we will tell you before doing anything chargeable, and you can decide whether to proceed.

Equipment supplied but not yet installed

If we have ordered equipment for you and it arrives damaged or is not what was quoted, tell us within 7 days of delivery and we will replace it at no cost to you.

Change of mind. We are not required to refund equipment because you have changed your mind. Where equipment is unopened, unused, in its original packaging and still returnable to our supplier, we will usually accept a return and refund what we can recover, less any restocking fee the supplier charges us and any freight already incurred. Special-order and custom-configured items cannot be returned.

Cancellations and deposits

You can cancel a booked installation at any time before we begin. If you cancel before we have ordered equipment or committed to a date, any deposit is refunded in full.

If you cancel after we have ordered equipment for you, we will refund your deposit less the cost of any non-returnable items and any restocking fee charged to us. If you cancel with less than 24 hours' notice, we may retain a reasonable amount for the lost booking, and we will tell you the amount.

If we cancel or cannot complete the work, you are refunded in full for anything not delivered.

How refunds are paid

Refunds are made to the account or card the payment came from, within 5 business days of the refund being agreed. We do not issue store credit in place of a refund you are entitled to.

Still not resolved?

If we cannot sort it out between us, you can contact NSW Fair Trading on 13 32 20 or at fairtrading.nsw.gov.au.

Contact

Water Filtration Sydney · ABN 98 700 073 016 · Licence No. 358626C
0421 601 540 · quote@waterfiltration.sydney