Thank you for shopping with Filtered Water Systems. This Returns & Shipping Policy explains how we handle shipping, delivery, returns, refunds, faulty products and change-of-mind returns.
 

This policy applies to customers in Australia only.
 

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

1. Shipping Policy
 

At Filtered Water Systems, we take care to package and send your order safely so it arrives in good condition.

We aim to process and dispatch orders within a reasonable timeframe after payment has been received. Delivery times may vary depending on stock availability, courier delays, supplier delays, public holidays, your delivery location, and other circumstances outside our control.

Once your order has been dispatched, you may receive tracking details where available.
 

2. Shipping Costs
 

Shipping costs, where applicable, will be shown at checkout or confirmed before your order is finalised.

Some products may have different shipping costs due to size, weight, packaging requirements, or delivery location.

Large or bulky items, including whole house water filtration systems, stainless steel covers, stands, and other heavy items, may require special shipping arrangements.
 

3. Delivery Address
 

You are responsible for providing the correct delivery address at the time of purchase.

Filtered Water Systems is not responsible for delays, failed deliveries, redelivery fees, or lost parcels caused by incorrect or incomplete delivery information provided by the customer.

If you notice an error in your delivery details, please contact us as soon as possible.
 

4. Damaged Items During Delivery
 

If your order arrives damaged, please contact us as soon as possible with your order details, photos of the damaged product, photos of the packaging, and a description of the issue.

Please do not dispose of the product or packaging until we have reviewed the issue.

Depending on the circumstances, we may arrange a replacement, repair, refund, or further assessment.
 

5. Faulty or Defective Products
 

If you believe your product is faulty, defective, damaged, or not working as expected, please contact us with your order details and a clear description of the issue.

We may ask for photos, videos, troubleshooting information, or for the product to be returned for inspection.

If the product has a major problem, you may be entitled to a refund, replacement, repair, or other remedy under the Australian Consumer Law.

If the product has a minor problem, we may choose to repair, replace, or refund the product in accordance with Australian Consumer Law requirements.
 

6. Change-of-Mind Returns
 

We may accept change-of-mind returns at our discretion.

To be eligible for a change-of-mind return, the product must be:
 

• returned within 7 days of receiving the item;

• unused;

• unopened;

• not installed;

• in original packaging;

• in new and resaleable condition;

• not damaged; and

• not a custom, special-order, powder-coated, modified, or clearance item.
   

Change-of-mind returns are not available for products that have been installed, used, opened, damaged, customised, or specially ordered, unless required by law.
 

7. Products That Cannot Be Returned for Change of Mind
 

We do not usually accept change-of-mind returns for:
 

• installed water filtration systems;

• used filters or opened cartridges;

• custom or special-order items;

• powder-coated products;

• products damaged after delivery;

• products missing packaging, parts, fittings, manuals, or accessories;

• clearance or final-sale items;

• products that are no longer in new and resaleable condition.
   

This does not affect your rights if the product is faulty or otherwise fails to meet a consumer guarantee.
 

8. Return Shipping
 

For approved change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise.
 

For faulty, defective, or incorrectly supplied products, we will assess the issue and advise the appropriate return process.
 

Please contact us before sending any product back. Returns sent without approval may be delayed or refused.
 

9. Refunds
 

Once we receive and inspect your returned item, we will notify you of the outcome.
 

If your return is approved, your refund will be processed to your original payment method where possible.
 

Please allow up to 14 business days for the refund to be processed after the returned item has been received and inspected. Your bank or payment provider may take additional time to make the funds available.
 

Original shipping costs may not be refundable for change-of-mind returns unless required by law.
 

10. Exchanges
 

We do not offer exchanges for change-of-mind purchases.

If you would like a different product, you may request a return if eligible and place a new order.
 

This does not affect your rights to a replacement or other remedy if a product is faulty or fails to meet a consumer guarantee.
 

11. Installation and Service Bookings
 

Installation and service bookings are handled separately from product returns.
 

If you need to cancel or reschedule an installation, filter replacement, water test, or service appointment, please contact us as soon as possible.
 

Additional fees may apply where a booking cannot proceed due to lack of access, incorrect customer information, site issues, missing approvals, unsafe conditions, or late cancellation.
 

12. Warranty Claims
 

Some products may include manufacturer or supplier warranties. Any warranty is in addition to your rights under the Australian Consumer Law.
 

Warranty claims may not apply where damage or failure is caused by incorrect installation, misuse, neglect, lack of maintenance, failure to replace filters on time, excessive water pressure, unsuitable water conditions, outdoor weather exposure without suitable protection, or unauthorised modifications.
 

13. Contact Us
 

If you need help with shipping, returns, refunds, faulty products, or warranty claims, please contact us:
 

Filtered Water Systems
Email: sales@filteredwatersystems.com.au
Phone: +61 478 800 996
Website: https://www.filteredwatersystems.com.au/