We do our best to help you choose the correct water filter the first time. If it doesn’t work out, you have three guarantees to fall back on.
We want you to end up with the right filter for your home, so no worries, we’ve got you covered!
Not sure which guarantee fits you? Answer a quick question or two.There are times when a customer may want to return a product. To help you better, there are three guarantees you can choose from.
Answer a quick question or two and we’ll point you to the right option.
Not sure where you stand, mate? Let’s sort it out together.
Answer two quick questions and I’ll point you to the right guarantee.Still stuck? Our Customer Support is on 1800 769 300.Your recommended guarantee will show up here.
Every water filtration system is backed by its applicable manufacturer’s warranty, with My Water Filter here to help if something goes wrong. Contact our Customer Support team and we’ll help troubleshoot the issue and, where necessary, arrange an appropriate repair, replacement or refund.
Read the warranty termsSend it back unused, in the original packaging and in resalable condition within 30 days of delivery for a refund of the product price. Contact us first for your RMA number. You can also choose an upgrade credit instead.
Read the money-back termsWet or used filters can’t be refunded, but within 30 days we’ll credit the full purchase price towards a bigger, better filter of your choice. You cover any price difference and the return freight.
Read the upgrade termsNot completely happy with your choice of water filter? Return it unused within 30 days of delivery for a full refund of the product price.
For hygiene reasons, opened or used filter cartridges cannot be returned under this voluntary change-of-mind guarantee.
These exclusions do not affect your rights under Australian Consumer Law if a product is faulty or otherwise fails to meet applicable consumer guarantees.
Please contact our Customer Support team to obtain a Return Merchandise Authorisation (RMA) number and return instructions before sending your product back.
This helps us identify your parcel and process your return promptly. Please include your RMA number and tracking details when returning your product.
You’ll receive a 100% refund of the original product purchase price, with no restocking fees.
Original delivery is free. Return postage for change-of-mind returns is paid by the customer.
If you’ve already installed and used your water filter, you may be eligible for our separate 30-Day Try & Upgrade Guarantee.
At My Water Filter, we want you to feel completely confident when choosing the right water filtration system.
If you change your mind or decide the product isn’t quite right, you can return it within 30 days of delivery under our 30-Day 100% Money-Back Guarantee.
To qualify, the product must be unused, undamaged, complete and in a resalable condition, with its original packaging and hygiene seals intact where applicable.
For health and hygiene reasons, water filters that have been connected to a water supply and used cannot be returned under this voluntary change-of-mind guarantee. Opened or used filter cartridges and replacement media are also excluded.
If you’ve already installed and tried your system and would prefer to upgrade, you may be eligible for our separate 30-Day Try & Upgrade Guarantee.
To arrange a return, please contact our Customer Support team for a Return Merchandise Authorisation (RMA) number and return instructions.
For eligible returns, we’ll refund 100% of the original product purchase price. We do not charge restocking fees. Return postage for change-of-mind returns is the customer’s responsibility.
Your Australian Consumer Law Rights
Our 30-Day Money-Back Guarantee is an additional benefit and does not affect your rights under Australian Consumer Law. If a product is faulty or does not meet applicable consumer guarantees, you may still be entitled to a repair, replacement or refund, even if the product has been used.
Install it. Try it. If you’d prefer a better system, we’ll credit your full original product purchase price towards an upgrade.
This guarantee is designed for customers who have installed and tried their water filtration system but would prefer to upgrade.
Unlike our 30-Day Money-Back Guarantee, your original filter does not need to be unused.
You receive full credit for your original product purchase price, including the value of any cartridges supplied with the original system.
There are no deductions for used cartridges under this guarantee.
To qualify for the full upgrade credit, the original water filtration system must be returned complete, including all cartridges, housings and components supplied with the original purchase. Used cartridges are accepted, provided they are returned with the system.
The credit must be applied towards a replacement water filtration system of equal or greater value. It is not a cash refund.
At My Water Filter, we want you to feel confident that you’ve chosen the right water filtration system for your home.
That’s why we offer our 30-Day Try & Upgrade Guarantee.
If you’ve installed your water filter, tried it at home and decided you’d prefer a different or more advanced system, simply contact our Customer Support team within 30 days of delivery.
We’ll help you select an upgraded water filtration system of equal or greater value and arrange the return of your original system.
You can return your original system even if it has been connected to your water supply and used.
Once we’ve received the returned system, we’ll credit 100% of your original product purchase price towards your new system.
There are no deductions for used filter cartridges supplied with your original system.
You simply pay any difference in price between the original system and the upgraded system, along with the cost of returning your original system to us.
Before returning your filter, please contact our Customer Support team for an RMA number and return instructions. The system should be safely disconnected, drained and dried before shipping.
This upgrade credit is an additional benefit offered by My Water Filter and does not affect your rights under Australian Consumer Law.
Buy it. Try it. Upgrade with confidence. That’s our guarantee.
Every water filtration system is backed by its applicable manufacturer’s warranty, with My Water Filter here to help if something goes wrong.
Manufacturer’s warranty
Warranty periods vary depending on the product and manufacturer. Some whole-house and undersink systems offer extended warranties of two to five years.
Please refer to the specifications on each product page for the applicable warranty period and conditions.
Reporting a fault
If your water filtration system is faulty, damaged or not working as expected, please contact our Customer Support team as soon as reasonably possible.
Damaged in transit
If your order arrives damaged, please let us know promptly and, where possible, provide photographs of the packaging and product.
Early notification helps us investigate the damage and resolve the issue more quickly.
Important: Reporting timeframes do not limit your rights under Australian Consumer Law.
If you experience a problem with your filtration system, our Customer Support team will help you identify the cause.
Where practical, we may ask for photographs or videos of the product and installation to assist with troubleshooting.
Some issues, such as incorrectly fitted cartridges, displaced O-rings, packaging left on cartridges or unsuitable water pressure, may be resolved without returning the product.
We’ll work with you to determine the appropriate next steps.
These exclusions apply to the extent permitted by law and do not remove any rights you may have under Australian Consumer Law.
If your order arrives damaged, please contact our Customer Support team as soon as possible.
Where practical, please provide photographs of both the packaging and the damaged product.
This helps us investigate the issue with the delivery provider and arrange an appropriate resolution.
Your rights are not lost simply because damage is reported after 48 hours.
At My Water Filter, we carefully select quality water filtration products from trusted manufacturers in Australia and around the world.
Every product is supplied with its applicable manufacturer’s warranty. Warranty periods and conditions vary, and details can be found in the specifications section of each product page.
If you experience a problem with your filtration equipment, please contact our Customer Support team.
We’ll help troubleshoot the issue and, where necessary, assist with arranging an appropriate repair, replacement or refund in accordance with the manufacturer’s warranty and Australian Consumer Law.
Some problems can be resolved quickly with simple troubleshooting, while others may require further assessment.
Manufacturer’s warranties generally do not cover damage caused by misuse, incorrect installation, unauthorised modifications or normal wear and tear, subject to the applicable terms and law.
Your Australian Consumer Law Rights
Our manufacturer’s warranties are provided in addition to your rights under Australian Consumer Law. Nothing in this policy limits or excludes those rights.
We’re here to help you get your water filtration system back on track. That’s our guarantee.
What customers say about returns, refunds and swaps, and how we made things right.
“I made a mistake in the filter that I ordered. Returning the filter and reordering the correct one was simple, straight forward and easily done. …”“I made a mistake in the filter that I ordered. Returning the filter and reordering the correct one was simple, straight forward and easily done. … I only just collected the filter from the post today but am looking forward to getting fluoride free water. Thank you all.”
“Got the Vit C shower filter. broke it on installation. the agreed to send out a new one free of charge. very thankful for their generosity.”
“Had issue with filter, explained to Filter team, item replaced, thank you, great job”
“Excellent service, great support. The team were able to assist with the products needed and easily manage a return / exchange process.”
“… They explained all about water flow so I understood the size needed for our residential house. Refunded difference for smaller unit without issue. …”“Service was excellent!! Commend the team! We ordered but had unknowingly ordered the wrong size, but they called me to check as they did not want me to purchase the wrong one and be disappointed. They explained all about water flow so I understood the size needed for our residential house. Refunded difference for smaller unit without issue. Yet to try but if reviews are true, looking forward to seeing results.”
“I ended up returning my product (not due to the company, but as I didn’t find it met the requirements of what I needed, it was in perfect shape etc no issue) and they were great. …”“I ended up returning my product (not due to the company, but as I didn’t find it met the requirements of what I needed, it was in perfect shape etc no issue) and they were great. … The quality of the customer service moved me to write this review, because that is (in my opinion) probably one of if not the most crucial aspects of a business.”
“Absolutely fantastic service everytime, had an issue with a tap and within 24hrs it was sorted ,I cannot fault this company and will continue being a loyal customer thank you for all your help😊”
“Service was exceptional to the point where MWF called to be inform me that I had ordered (a more expensive) product that would be excessive to my needs and they would send the appropriate (and cheaper) item and refund the extra money to me. …”“Service was exceptional to the point where MWF called to be inform me that I had ordered (a more expensive) product that would be excessive to my needs and they would send the appropriate (and cheaper) item and refund the extra money to me. Great to discover also that they were a West Australian business. Highly recommended to anyone chasing quality water filtration gear.”
“I ordered the wrong type of showerhead for my bathroom. So I contacted this company and they were so accommodating with no problems. I ordered another filter and it arrived promptly. I’ll be buying from them again.”
“… Plus they stand by there product I had an issue and the support staff fixed it and sent out an easily replaceable part that arrived within the week. …”“Excellent product at a great price, our water has never been better with very little upkeep it costs us less than $4 a week ongoing cost. This is for the whole house to have filtered water which also increases tap seal life too (no sand or dirt in pipes after water system work in the area that killed two of my ceramic taps before having this fitted). Plus they stand by there product I had an issue and the support staff fixed it and sent out an easily replaceable part that arrived within the week. We have had this system for over 3yrs. Thanks Guys.”
Real Australian homes, real systems, in their own words.
Please pack your return carefully to protect it from damage during transport.
For voluntary change-of-mind returns and upgrades, customers are responsible for arranging and paying for return freight. We recommend using a tracked and insured delivery service.
If you’re returning a faulty or damaged product, please contact our Customer Support team first so we can advise you on the appropriate return arrangements.
Sending it back, mate? Grab your RMA number first and keep your tracking receipt.
Keep your tracking number handy until we confirm it’s arrived.Questions about a return? Our Customer Support is on 1800 769 300.Returning a used or wet product under our 30-Day Upgrade Guarantee?
Drain the housings thoroughly, allow components to dry as much as practical, and securely package any remaining damp parts.
Return the complete original system, including all cartridges and components.
Glass, ceramic components and UV quartz sleeves must be carefully protected.
Where available, use the original protective packaging and place it inside a second sturdy carton with adequate cushioning.
Damage caused by inadequate packaging may affect a voluntary return.
For customer-arranged returns, keep your Australia Post or courier tracking receipt and provide the tracking number to our Customer Support team.
This helps us locate your parcel and process your return promptly.
Whether you’re returning an unused product, upgrading your water filter or reporting a fault, our Customer Support team is here to help. Please contact us before sending anything back so we can provide the correct return instructions.
The quickest way to get started.
Complete our online returns form and our Customer Support team will be in touch with the next steps.
Access the Return FormSpeak with our Customer Support team for assistance with your return, upgrade or warranty enquiry.
Send us your enquiry, including your order number and a brief description of the issue.
Complete our online returns form, call or email our Customer Support team. We’ll review your request and provide a Return Merchandise Authorisation (RMA) number and return instructions where applicable.
If your product needs to be returned, please follow the packing and shipping instructions provided by our team. Return freight arrangements depend on whether you’re making a voluntary return, upgrading or reporting a faulty product. For customer-arranged returns, keep your tracking receipt and provide the tracking number.
Once your product arrives, we’ll inspect or test it where necessary to confirm its condition and determine the appropriate next steps. Some issues may be resolved through troubleshooting without needing to return the product.
Depending on your circumstances and the applicable guarantee, we’ll arrange the appropriate outcome. This may include a refund, upgrade credit, repair or replacement. We’ll keep you informed throughout the process.
Whether you keep your water filter, exchange it or return it, we’re still here to help.
At My Water Filter, we believe good customer service doesn’t end with a purchase. Our goal is to help you find the right water filtration solution for your home and provide helpful, reliable support along the way.
If you ever need advice or assistance, our team is only a phone call or email away.
Through our lifetime partnership with B1G1, each order gives one month of clean water to someone in need. 2,900,000 days given so far.
See our giving →
