Refund policy

Awesome Water® Australia

Return and Refund Policy

We want customers to feel confident when purchasing from Awesome Water®. This policy explains our change-of-mind returns, faulty-product claims, exchanges, refunds and return-shipping requirements.

Please contact us before returning a product so that our team can confirm the appropriate return process and provide any required instructions.

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Your Rights Under Australian Consumer Law

Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or another remedy if a product:

  • Is faulty or unsafe.
  • Is not of acceptable quality.
  • Does not match its description.
  • Does not perform as represented.
  • Is not reasonably fit for a disclosed purpose.
  • Does not otherwise satisfy an applicable consumer guarantee.

The rights described in this policy are provided in addition to any rights and remedies available under the Australian Consumer Law and other applicable legislation.

Change-of-Mind Returns

Awesome Water® offers a voluntary 30-day change-of-mind return period. To request a change-of-mind return, please contact us within 30 days of the purchase date.

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

  • Be unused and uninstalled.
  • Be in the same condition in which it was received.
  • Include its original packaging, accessories, manuals and supplied components.
  • Be suitable for resale as a new product.
  • Be accompanied by a receipt or other acceptable proof of purchase.

A change-of-mind return may be declined where the product has been used, installed, damaged, altered, opened in a way that prevents resale, or returned without essential packaging or components.

The 30-day period applies to voluntary change-of-mind returns only. It does not limit any rights you may have under the Australian Consumer Law where a product is faulty or otherwise fails to satisfy a consumer guarantee.

Contact Us Before Returning a Product

Please do not send a product back without first contacting Awesome Water®. This allows our team to:

  • Confirm whether the product is eligible for return.
  • Determine whether troubleshooting may resolve the issue.
  • Provide return instructions.
  • Confirm the correct return address or return method.
  • Advise what information should be included with the return.

Please do not return your purchase directly to the manufacturer unless Awesome Water® has specifically instructed you to do so.

Email admin@awesomewater.net.au or use our Contact Awesome Water page .

Proof of Purchase

We may request proof that the product was purchased from Awesome Water®. Acceptable proof of purchase may include:

  • An order confirmation.
  • A tax invoice or receipt.
  • An account purchase record.
  • A bank or card statement showing the transaction.
  • Another document that reasonably demonstrates the purchase.

Providing your order number when contacting us will generally help us locate your purchase more quickly.

Change-of-Mind Return Exclusions

Unless otherwise agreed by Awesome Water®, change-of-mind returns may not be available for:

  • Products that have been used, installed, connected or altered.
  • Opened filters, cartridges or consumable products where resale would be unsuitable for hygiene or quality-control reasons.
  • Customised, specially ordered or made-to-order products.
  • Products damaged after delivery through misuse, incorrect installation or inadequate care.
  • Products missing original packaging, accessories or supplied components.
  • Clearance or final-sale products where the exclusion was clearly disclosed before purchase.
  • Gift cards or other non-returnable items where permitted by law.

These exclusions apply only to voluntary change-of-mind returns and do not remove any rights that apply to faulty or non-compliant products under Australian Consumer Law.

Faulty, Damaged or Incorrect Products

Please contact Awesome Water® promptly if you believe a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description.

To help us assess the issue, we may ask you to provide:

  • Your order number or proof of purchase.
  • A clear description of the problem.
  • Photographs or video showing the product and issue.
  • Photographs of the packaging and shipping label where delivery damage is involved.
  • The product model, serial number or batch information, where applicable.
  • Information about installation, use and troubleshooting already completed.

Depending on the nature and severity of the problem, the appropriate remedy may include a repair, replacement, refund, spare part, technical assistance or another solution available under Australian Consumer Law.

Please retain the product, packaging and supplied components until the matter has been assessed. Do not dispose of, dismantle or modify the product unless instructed by Awesome Water®.

Products Damaged During Delivery

If a product appears to have been damaged during delivery, please contact us as soon as reasonably possible.

Keep all packaging and take clear photographs of:

  • The external packaging.
  • The shipping label.
  • The internal protective packaging.
  • The damaged product.
  • Any missing or damaged components.

This information may be required so that we can investigate the delivery and arrange the appropriate solution.

Refund Assessment and Processing

Once an authorised return is received, we will inspect the product and review the circumstances of the return.

We may contact you to confirm:

  • That the returned product has been received.
  • Whether the return has been approved.
  • Whether additional information is required.
  • The remedy or next step being offered.

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

The amount refunded may depend on:

  • The reason for the return.
  • The condition of the returned product.
  • Whether the return is a change-of-mind return or a consumer guarantee claim.
  • Applicable delivery or return-shipping costs.
  • Any rights or obligations that apply under Australian Consumer Law.

After Awesome Water® processes a refund, it may take several business days to appear in your account. Processing times are controlled by your bank, card issuer, Shopify, payment gateway or financial institution.

Late or Missing Refunds

If we have confirmed that a refund has been processed but it has not yet appeared:

  1. Check your bank or payment account again.
  2. Contact your credit card company or payment provider.
  3. Contact your bank or financial institution to ask whether the refund is pending.
  4. Contact Awesome Water® if the refund still cannot be located.

Email admin@awesomewater.net.au and include your order number and any relevant refund confirmation.

Sale and Clearance Products

Sale products may be eligible for return where they otherwise satisfy this policy.

Products clearly identified as clearance, final sale, discontinued or non-returnable may be excluded from voluntary change-of-mind returns where this was disclosed before purchase.

A sale or clearance designation does not remove your rights under Australian Consumer Law if the product is faulty or otherwise fails to meet a consumer guarantee.

Exchanges and Replacements

Where appropriate, Awesome Water® may replace a product that is defective, damaged or incorrectly supplied.

Change-of-mind exchanges are subject to the same eligibility requirements as change-of-mind returns, including the 30-day return period and the requirement that the product remain unused and in resalable condition.

Replacement products are subject to availability. If the same product is unavailable, we will discuss an appropriate alternative remedy with you.

To request an exchange or replacement, email admin@awesomewater.net.au before sending the product.

Return Address

Once your return has been approved, the product should be sent to:

Awesome Water® Australia
Unit 16, 16–24 Waratah Street
Kirrawee NSW 2232
Australia

Please include your name, order number, contact details and any return reference or instructions supplied by our team.

Return Shipping

Change-of-Mind Returns

Customers are responsible for return-shipping costs associated with an approved change-of-mind return.

Original delivery costs and return-shipping costs are generally non-refundable for change-of-mind returns.

Faulty or Incorrect Products

Where a product fails to satisfy an applicable consumer guarantee, Awesome Water® will meet any return or remedy obligations required under Australian Consumer Law.

Please contact us before arranging return freight for a faulty, damaged or incorrect product. We may provide specific instructions or arrange an appropriate collection or return method.

Tracking and Insurance

Products must be packed carefully to prevent damage during return transport.

For products valued at more than $75, we recommend:

  • Using a trackable shipping service.
  • Keeping your lodgement receipt and tracking number.
  • Considering shipping insurance appropriate to the product’s value.

Awesome Water® cannot confirm receipt of an untracked return that is not recorded as delivered.

Delivery of Replacement or Exchanged Products

Delivery times for exchanged or replacement products will vary depending on:

  • Your location.
  • Product availability.
  • Supplier or warehouse availability.
  • The selected delivery service.
  • Carrier and transport conditions.

We will provide tracking information where it is available.

Changes to This Policy

Awesome Water® may update this Return and Refund Policy periodically to reflect changes to our operations, products, services or legal obligations. The current version will apply from the date it is published on this page, subject to any rights that arose before the update.

Need Help With a Return or Refund?

Contact the Awesome Water® team before sending your product so that we can confirm the appropriate process and help resolve your enquiry.

Contact Awesome Water