Refund policy

Refund Policy

We want you to be happy with your purchase. This policy explains how returns and refunds work, and sits alongside your rights under the Australian Consumer Law (ACL).

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you're entitled to a replacement or refund, and compensation for any other reasonably foreseeable loss or damage. If the problem is minor, we'll repair or replace the item within a reasonable time. A major problem is when the item:

• is unsafe;
• is significantly different from its description;
• doesn't do what we said it would, or what you asked for, and can't easily be fixed; or
• has a fault you wouldn't have bought it with, had you known.

These rights apply in addition to anything else in this policy, and nothing here limits them.

Change-of-mind returns

Beyond your ACL rights, we also offer a 30-day change-of-mind return. You have 30 days from receiving your item to request one. To be eligible, the item must be unused, in its original condition, and in its original sealed packaging, with proof of purchase (your order number or receipt).

For change-of-mind returns, you're responsible for the cost of return shipping, and the original shipping cost is non-refundable.

Items we can't accept for change-of-mind returns

For health and hygiene reasons, we can't accept change-of-mind returns on filter cartridges or media that have been opened, used, or removed from their sealed packaging. Gift cards are also non-returnable. (This does not affect your ACL rights if an item is faulty.)

Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us as soon as possible if anything is defective, damaged, or not what you ordered. We'll work with you to repair, replace or refund the item in line with your ACL rights. Where an item is faulty, we'll also cover the cost of return shipping.

How to start a return

Email us at joe@properwater.com.au with your order number and the reason for the return. We'll review your request and, if it's accepted, send you instructions on how and where to return the item. Please don't send anything back before contacting us — items returned without an approved request can't be accepted.

Refunds

Once we've received and inspected your return, we'll let you know whether it's approved. If approved, we'll refund your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval and you haven't received your refund, please contact us