Refund policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law ("ACL"). You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Return and Refund Policy operates in addition to, and does not limit, your rights under the ACL. Where this policy provides you with additional rights beyond those provided by the ACL (such as our 30-Day Money Back Guarantee), those additional rights are offered at our discretion.

1. SCOPE

This policy applies to all Products purchased directly from AQUALA Pty Ltd (ABN 32 695 512 933) through our website aquala.au, or by telephone or email order (support@aquala.au), including Products purchased via Pre-Order, Backorder, or Subscription. It does not apply to products purchased from third-party retailers or marketplaces — for those purchases, contact the retailer directly.

2. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

2.1 Consumer Guarantees

Under the ACL, consumer guarantees automatically apply to Products we sell. These guarantees include that Products will be:

• Of acceptable quality — safe, durable, free from defects, acceptable in appearance and finish, and fit for all purposes for which products of that kind are commonly supplied;

• Fit for any disclosed purpose — reasonably fit for any purpose you made known to us before or at the time of purchase;

• Match their description — match any description provided by us in advertising, packaging, labelling, or statements made by our staff;

• Match any sample or demonstration model shown to you;

• Come with full title and undisturbed possession;

• Free from undisclosed securities or charges; and

• Available with repairs and spare parts for a reasonable period after purchase (where it is reasonable to expect this).

2.2 Major Failure

A Product has a major failure when:

• It is unsafe;

• It is significantly different from its description, sample, or demonstration model;

• It is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time;

• It is substantially unfit for a specific purpose you told us about, and cannot easily be made fit within a reasonable time; or

• A reasonable consumer who was fully aware of the nature and extent of the failure would not have purchased it.

For a major failure, YOU choose the remedy:

(a) Reject the Product and obtain a full refund; or

(b) Reject the Product and obtain a replacement of the same type and similar value; or

The choice of remedy for a major failure is yours, not ours. We cannot insist on store credit only.

2.3 Minor Failure

Where a Product has a minor failure (one that can be fixed within a reasonable time), we may choose to repair the Product rather than provide a replacement or refund. If we fail to repair within a reasonable time, or the Product has the same recurring issue after repair, you may then choose a replacement or refund.

If a Product has multiple minor failures which, when taken together, would mean a reasonable consumer would not have purchased the Product, this is treated as a major failure.

2.4 No Time Limit on Faulty Goods

There is no fixed time limit for making a claim under the ACL consumer guarantees. The right to a remedy exists for a "reasonable time" having regard to the nature of the Product, its price, and any statements made on packaging or labels. For water filtration systems priced at $500 or more, consumers may reasonably expect acceptable quality for a period significantly longer than the warranty period.

3. 30-DAY MONEY BACK GUARANTEE (VOLUNTARY POLICY)

In addition to your rights under the ACL, AQUALA offers a voluntary 30-Day Money Back Guarantee on our Products.

3.1 Eligibility

You may return a Product for a full refund if:

(d) You notify us within thirty (30) calendar days of the date of delivery by emailing support@aquala.au;

(e) The Product is unused, in its original condition, and in its original packaging with all included accessories, documentation, and components; and

(f) The Product is received by us within ten (10) Business Days of your return request being approved.

3.2 Exclusions from 30-Day Money Back Guarantee

The following Products are excluded from this voluntary guarantee (but remain fully covered by ACL consumer guarantees if faulty):

• Products that have been installed, connected to a water supply, or had water passed through them;

• Replacement filter cartridges and membranes that have been removed from their sealed packaging;

• Custom, made-to-order, or specially sourced Products;

• Products purchased as part of a bundle or promotional package where only some items from the bundle are returned (unless the full bundle is returned).

3.3 Return Costs for Change of Mind

For returns under this voluntary 30-Day Money Back Guarantee:

• Return shipping is at your expense. We recommend using a tracked and insured shipping method, as we are not responsible for Products lost or damaged in return transit;

• The original outbound shipping cost (if any was charged) will be deducted from your refund;

• Refunds will be processed within five (5) Business Days of us receiving and inspecting the returned Product;

• Refunds will be issued to the original payment method used at checkout.

3.4 Voluntary Policy Notice

This 30-Day Money Back Guarantee is a voluntary goodwill gesture. It is separate from, and in addition to, your statutory rights under the ACL. We reserve the right to amend or discontinue this voluntary policy at any time, with any changes taking effect for Orders placed after the change is published on our Website.

4. FAULTY OR DEFECTIVE PRODUCTS

4.1 How to Report a Fault

If you believe a Product is faulty, defective, or otherwise does not meet a consumer guarantee under the ACL, please contact us at support@aquala.au with:

• Your name and order number (or other proof of purchase, such as a bank or PayPal statement);

• A description of the fault or defect;

• Photographs or video showing the issue (where possible); and

• The date you first noticed the fault.

4.2 Assessment

We may require you to return the Product for assessment. If the Product is small enough to post, you will need to return it to us. If it is too large, heavy, or difficult to remove (for example, an installed under-sink system), we will arrange for assessment at our expense.

We will assess the Product and notify you of the outcome within a reasonable timeframe. We may request an independent assessment where the nature or cause of the fault is unclear.

4.3 Confirmed Faulty Products

Where a Product is confirmed to be faulty:

• We will cover all reasonable return shipping costs (reimbursed if you have already paid);

• You will receive a remedy in accordance with your rights under the ACL (repair, replacement, or refund, depending on whether the failure is major or minor);

• Any refund will include the full purchase price and any shipping costs you paid for the original delivery;

• No deductions will be made from the refund amount for shipping costs, transaction fees, or restocking fees.

4.4 Product Assessed as Not Faulty

If we assess a Product as not faulty (for example, where the issue is caused by misuse, improper installation, or normal wear and tear), we will provide you with a written explanation. You may dispute our assessment and seek an independent assessment at your own cost. If an independent assessment determines the Product is faulty, we will reimburse your assessment costs and provide a remedy under the ACL.

5. PRODUCTS DAMAGED IN TRANSIT

If your Product arrives damaged, please contact us within forty-eight (48) hours of delivery with photographs of the damage (including the packaging). We will arrange for a replacement or refund at no additional cost to you. Please retain the original packaging until the claim has been resolved.

Where an ATL instruction was provided and the Product shows signs of damage, please photograph the Product in its delivery location before moving it, as this may assist with the investigation.

6. WRONG PRODUCT DELIVERED

If you receive a Product that is different from what you ordered, contact us immediately at support@aquala.au. We will arrange for the correct Product to be sent to you and for the incorrect Product to be collected, at no cost to you. This constitutes a failure to match description under Section 56 of the ACL.

7. PRE-ORDER AND BACKORDER RETURNS

7.1 Pre-Order Cancellation and Refunds

Pre-Orders require full payment at the time of Order placement. Full details of Pre-Order cancellation rights are set out in clause 6 of our Terms and Conditions. In summary:

• You may cancel a Pre-Order at any time before dispatch;

• For voluntary cancellations (change of mind), a refund of the full purchase price will be issued less any non-recoverable Payment Processing Fees charged by third-party payment gateway providers. The approximate fee deduction will be disclosed to you before your cancellation is confirmed;

• No Payment Processing Fee deduction applies where: we cancel the Pre-Order, the ETA is delayed by more than 30 days, the Product specifications change materially, or you are exercising a right under the ACL;

• Refunds are processed within five (5) Business Days of confirming the cancellation.

7.2 Backorder Cancellation

If your Order is placed on Backorder, you may cancel the backordered portion at any time for a full refund (less any non-recoverable Payment Processing Fees for voluntary cancellations). If the Backorder is not fulfilled within 30 days of the revised estimated date, you may cancel for a full refund with no Payment Processing Fee deduction. See clause 6.6 of our Terms and Conditions for full details.

7.3 Pre-Order Products Received Faulty

Products received via Pre-Order are covered by the same ACL consumer guarantees and our 30-Day Money Back Guarantee as standard Orders. The 30-day period runs from the date of delivery, not the date of Pre-Order placement.

8. SUBSCRIPTION RETURNS

8.1 Subscription Consumables

Consumables received through a Subscription may be returned if:

• They are defective or damaged on arrival (covered under ACL consumer guarantees — no time limit for faulty goods);

• The wrong items were shipped (covered under Section 56 of the ACL); or

• They are returned unused and unopened within thirty (30) days of delivery under our voluntary 30-Day Money Back Guarantee.

Used or opened Consumables are not eligible for change of mind returns but remain fully covered by ACL consumer guarantees if defective at the time of supply.

8.2 Subscription Cancellation Refunds

You may cancel your Subscription at any time without penalty. Cancellation takes effect at the end of the current billing period. You will not be charged for future billing periods after cancellation. No cancellation fees, exit fees, or break fees apply. Full Subscription cancellation terms are set out in clause 10.6 of our Terms and Conditions.

9. PRODUCT RECALL RETURNS

If a Product is subject to a recall (whether mandatory or voluntary), you are entitled to a full refund, replacement, or repair at your choice. We will bear all costs associated with a recall return, including return shipping. No restocking fee, return shipping cost, or administrative charge will be applied. See clause 17 of our Terms and Conditions for full Product Recall procedures and your obligations during a recall.

10. PROOF OF PURCHASE

To process any return or refund, we require proof of purchase. Acceptable forms include:

• Order confirmation email;

• Tax invoice;

• Credit card, bank, or PayPal/Afterpay statement showing the transaction.

We do not require original packaging to process a refund or replacement for a Product that fails to meet a consumer guarantee. However, for returns under our voluntary 30-Day Money Back Guarantee, the Product must be in its original packaging.

11. REFUND PROCESSING

11.1 Timeframes

Approved refunds will be processed within five (5) Business Days of the return being received and inspected (or the claim being approved, whichever is later). Refunds are issued to the original payment method. Please allow additional time for your bank or financial institution to process the refund (typically 3–10 business days).

11.2 ACL Refunds

Where a refund is issued for a Product that fails to meet a consumer guarantee under the ACL, no deductions will be made from the refund amount. You will receive the full purchase price plus original shipping costs.

11.3 Voluntary Refunds

Where a refund is issued under our voluntary 30-Day Money Back Guarantee, deductions may apply as outlined in Section 3.3 (return shipping at your expense, original outbound shipping deducted).

11.4 Pre-Order and Subscription Refunds

Pre-Order cancellation refunds will be processed within five (5) Business Days of the cancellation being confirmed. For voluntary Pre-Order cancellations, Payment Processing Fees (charged by third-party payment providers) will be deducted from the refund. No Payment Processing Fee deduction applies where you are exercising a right under the ACL. Subscription refunds for defective Consumables follow the same timeframes as standard refunds. No Subscription cancellation fees apply.

12. HOW TO INITIATE A RETURN

1. Contact us at support@aquala.au with your order number and reason for return.

2. We will assess your request and, if approved, provide you with a Return Authorisation Number (RAN) and return instructions.

3. Package the Product securely (in original packaging for 30-Day Money Back Guarantee returns) and include the RAN with the shipment.

4. Ship the Product to us using a tracked and insured service.

5. Upon receipt and inspection, we will process your return and notify you of the outcome within five (5) Business Days.

Please do not return any Product without first obtaining a Return Authorisation Number. Unauthorised returns may experience delays in processing.

13. RETURN TYPES AT A GLANCE

Return Type	Timeframe	Condition	Who Pays Shipping?
Faulty / Defective (ACL)	No fixed limit — reasonable time	Proof of purchase required; original packaging NOT required	AQUALA (or reimbursed)
Damaged in Transit	48 hours from delivery	Photos required; retain packaging	AQUALA
Wrong Product	As soon as noticed	Contact us immediately	AQUALA
30-Day Money Back (Voluntary)	30 days from delivery	Unused, original packaging, sealed consumables	You (outbound shipping deducted)
Pre-Order Cancellation	Before dispatch (see T&C cl.6.4)	Full refund less Payment Processing Fees (change of mind only)	N/A (not yet shipped)
Subscription Consumable	30 days (change of mind) or no limit (faulty)	Unopened for change of mind; any condition if faulty	You (change of mind) / AQUALA (faulty)
Product Recall	As notified	Follow recall instructions	AQUALA

14. CONSUMABLES (FILTERS AND MEMBRANES)

Replacement filter cartridges and membranes are covered by the ACL consumer guarantees if they are defective at the time of supply. A filter that degrades or reduces performance over its recommended service life is not defective — this is expected normal wear and the filter should be replaced in accordance with the manufacturer’s recommended schedule.

Sealed, unopened consumables may be returned under our 30-Day Money Back Guarantee. Consumables that have been opened or used are not eligible for change of mind returns.

15. YOUR RIGHTS ARE NOT LIMITED BY THIS POLICY

Nothing in this Return and Refund Policy is intended to exclude, restrict, or modify any rights you have under the Australian Consumer Law or any other applicable state or territory legislation. If any part of this policy is inconsistent with the ACL, the ACL prevails to the extent of the inconsistency.

For further information about your consumer rights, you can contact:

• NSW Fair Trading: 13 32 20 or fairtrading.nsw.gov.au

• ACCC: 1300 302 502 or accc.gov.au

• Your relevant state or territory consumer protection agency

• Australian Small Business and Family Enterprise Ombudsman (ASBFEO): 1300 650 460

16. CONTACT US

AQUALA Pty Ltd

ABN: 32 695 512 933

Email: support@aquala.au

Website: aquala.au

For returns and refund enquiries, please include your order number. We aim to respond to all enquiries within one (1) Business Day.