Refund policy
In the unlikely event when you receive your product from us if you are not totally happy with your choice of a water filter. So long as the product is unused, in the original packaging, and in a good resalable condition, yes you may send the product back to us.
Please note that the 100% money-back guarantee covers the price of the product only. It does not cover shipping and handling fees due to the fact that the customer made the decision to try the product, therefore the customer accepts to pay the fees for returning the product back to My Water Filter.
This refund policy does not apply to goods which have been used, damaged after delivery, or if any attempt has been made to alter the product. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer and refund may be subject to restocking and/or shipping fee.
Water filters that have been connected and had water flow through them are not able to be returned for a refund. Products that have been tried and are wet are only eligible for a purchase credit with MyWaterFilter.com.au.
The second guarantee when you return a product within 30 days of purchase is if you want us to credit the purchase price of your filter towards a bigger better filter of your choice. Even if you have connected the filter and flowed water through the product, you are still able to send the product back, so long as you pay the return delivery. Once we receive the original product from you, we will credit the purchase price towards your upgraded filter and deliver it to you.
We recommend that all returns should be sent via registered post and that you prepay all postage. You assume any risk of loss, theft, or damage to goods during transit and we, therefore, advise you to take out shipment registration of insurance with your postal carrier. My Water Filter will not be responsible for parcels lost or damaged in transit if you choose not to insure.
The manufacturer's warranty is covered within 12 months of purchase and is limited to non-consumable products only. Non-consumable products are covered by the manufacturer's warranty for failure at the time of installation or Dead on Arrival (DOA), you must notify My Water Filter within 48 hours for UV systems or within 7 days for water filters from date of delivery of any such failures. During the warranty period, My Water Filter will replace or refund at its discretion when it has been determined by My Water Filter that the non-consumable product has failed due to the manufacturer's material defect.
Please note that any warranty does not cover failure due to improper installation or maintenance, misuse, abuse, unauthorized repairs, modifications or alterations, freight charges, cost of removal, or replacement. The risk of the goods shall be passed to the purchaser upon delivery. The purchaser is deemed responsible for losses and consequential damage caused by leaking filters. Replacement cartridges, UV lamps, are consumables and are not covered under this warranty.
Warranty is limited to normal wear and tear and does not cover usage outside of what is reasonable. We will conduct testing and/or assessment for returned products. If the unit/item is deemed to be faulty, compensation will be provided for the postage cost. If the unit/item is deemed to be in working condition and as described, the buyer will need to pay for return postage.
In requesting any return, the customer should follow the My Water Filter returns procedure. Whichever is convenient, a request may be placed through the online form, by contacting the Customer Service Team on 1800 769 300 or by sending us an email through customerservice@mywaterfilter.com.au as soon as possible. Click the Link below to Access the Return Form.
