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Our Newsletter


Warranty & Return Policy

At watertreatmentproducts.com.au we have a “No Nonsense returns Policy”

If you purchase virtually anything from us, and you change your mind when you receive your order, you can send it back to us for a refund.

No questions asked and no hard feelings.

 

Returns Policy

You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

 

Unwanted Items

To return an item to us for a refund:

  1. Send an email to refund@watertreatmentproducts.com.austating your order number and the item/s you wish to return:
  2. Our Customer Service Department will then issue you a Return Authorisation (RMA) number and advise our return address
  3. Please ensure you include this RMA number with your returned item/s to enable us to process your refund promptly
  4. Our “No Nonsense returns Policy” applies to every product we sell, provided:
    • You notify us of your intention to return the item/s within 14 days of us dispatching your order to you
    • The returned item/s are received by us within 7 days of us providing you with an RMA number
    • The item/s are returned to us in 'as new' condition with all internal and external packaging, accessories, labels and manuals complete and intact
    • The item/s are NOT opened, used, worn or damaged, and are in 100% re-saleable condition when we receive them back
    • The item is securely packed for return postage to ensure that the item and packaging is received back by us in original and re-saleable condition
    • That you DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging

Your refund will be the amount you paid for the items returned, net of a restocking fee of $ per item returned. If you received free delivery then the delivery cost will also be deducted. 

 

Damaged or Faulty Items

All items are sold with a Warranty that ensures what you ordered is received by you in good working order and is able to be used as intended by the manufacturer and / or as specified by us. 

watertreatmentproducts.com.au (or our local distributor / manufacturer, if applicable) will replace a product if it is found to be either damaged or not working correctly when it is received. This type of warranty situation is termed "Dead on Arrival" or DoA. The DoA period is 14 days from the date your order leaves our warehouse. Unless otherwise indicated this is the warranty that the product comes with.

Most items come with a longer warranty that extends beyond this 14 day DoA period.

Under the warranty provisions, watertreatmentproducts.com.au will repair or replace damaged or faulty goods. If the product cannot be repaired or exchanged by the same or another item with at least the same specifications, then a credit voucher or, in the case of a DoA, a full refund will be provided.

It is a condition of each item's warranty that you securely pack the faulty or damaged item so that it is able to be returned to us via a suitable carrier. We strongly recommend you retain the packaging your items comes in for the duration of the warranty period so that, in the unlikely event that you will need to return an item for repair or replacement, you will have adequate packaging available to do so. If you dispose of the packaging then it will be your responsibility to source alternative adequate packaging to use to return the item.

Unless otherwise indicated, warranties are return-to-base warranties.

To return a damaged or faulty item:

  1. Send an email to returns@watertreatmentproducts.com.au stating your order number and the item/s you wish to return:
  2. Our Customer Service Department will then issue you a Return Authorisation (RMA) number and advise our return address
  3. Please ensure you include this RMA number with your returned item/s to enable us to process your refund promptly
  4. Our insurance policies require photos to enable us to make a claim for damage caused to a package in transit. If you receive an item that is damaged and wish to receive a replacement please email photos of both the damaged item & the packaging, together with your claim so we may process it promptly.
  5. Our “No Nonsense returns Policy” applies to every product we sell, provided:
    • You notify us of your intention to return the item/s within 14 days of us dispatching your order to you
    • The returned item/s are received by us within 7 days of us providing you with an RMA number
    • The item is securely packed for return postage  

 

Warranty Terms

  • Items have a warranty period of 18 months from invoice date or 12 months from installation (whichever occurs first).
  • This warranty excludes any parts that have direct contact with water during their normal operation, including, but not limited to sensors, probes, electrodes and pump liquid ends. These parts are warranted to be free from manufacturing defects for 12 months from invoice date or 6 months from installation (whichever occurs first).
  • For Goods not manufactured by the Seller the warranty shall be the current warranty provided by the manufacturer of the Goods. watertreatmentproducts.com.au shall be under no liability whatsoever except for the express conditions as detailed and stipulated in the manufacturers warranty.

 

Warranty Claims

To make a warranty claim: 

  1. Please send an email to returns@watertreatmentproducts.com.au and include in your email:
    • Order number
    • Date of purchase
    • Detailed description of the problem
    • List of Product(s)
  2. Our customer service team will provide a Return Authorisation (RMA) number provided the product is still under warranty
  3. Customer service may then ask that you return the item to us, so that we can get our or our Technical Team to assess the fault and proceed with the warranty claim
  4. Return freight will in most cases be borne by the customer. Unless otherwise indicated, warranties are return-to-base warranties
  5. If returning the product please include the following information on the outside of your return package:
    • The original order number
    • The Return Authorisation number (RMA) your were given
    • Your Full Name

To ensure speedy processing of your return, please include this information as well as the nature or description of the problem inside of the package too.

 

Exclusions

Replacements or refunds under warranty do not apply if the product has not been installed, operated and maintained in accordance with any instructions provided with the product or as noted on the product listing.

If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, watertreatmentproducts.com.au expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.