Returns Policy

Water Distillers Australia operates in full accordance with the Australian Consumer Law (ACL). Nothing in this policy or our Terms and Conditions excludes, restricts, or modifies any non-excludable statutory condition, warranty, guarantee, right, or remedy conferred on you by Schedule 2 of the Competition and Consumer Act 2010 (Cth) or applicable state and territory legislation. All goods are supplied subject to these statutory consumer guarantees.

1. Subjective Expectations & Change of Mind

  • Operational Functionality vs. Subjective Preference: Products that operate as represented and described whilst performing their intended function cannot be returned due to subjective personal preferences or opinions.

  • Discretionary Returns: Water Distillers Australia does not offer automatic refunds for change of mind, erroneous ordering, or deferrals. Any discretionary return or order cancellation requires prior written consent from Water Distillers Australia.

  • Ineligible Change-of-Mind Items: Custom-made items, consumables (e.g., opened activated carbon sachets, cleaning residues), items cut to length, or goods altered or damaged after delivery are strictly ineligible for discretionary return.

  • Change-of-Mind Packaging: Where a discretionary change-of-mind return is approved in writing, the item must be unused, in re-sellable condition, and returned in its original packaging with all included accessories and manuals within 14 days of written approval.

2. Order Cancellations (Prior to Dispatch)

  • If you request to cancel or alter an order before it has been dispatched, we will make reasonable efforts to halt the order.

  • Where an order cancellation is accepted prior to dispatch, Water Distillers Australia reserves the right to retain a reasonable administrative processing fee (up to 10% of the invoice value) to cover unrecoverable merchant gateway charges and merchant administrative processing costs.

3. Warranty Assessments & Fault Claims

If you believe an appliance is defective or not operating as described and represented, the following procedure applies:

  • Return Authorisation: Contact our support team to obtain a Return Authorisation (RA) number and our designated service centre address. Products returned without an RA reference cannot be accepted.

  • Technical Assessment: Returned goods will be thoroughly inspected and functionally tested by our technical team or authorised Australian distributor.

  • Assessment Outcome:

    • Verified Defect (Major Failure): If a manufacturing fault or major failure is verified, you are entitled to your choice of a full refund (including standard outbound shipping costs) or a brand-new replacement unit. We will also reimburse reasonable standard return postage costs incurred by you upon presentation of a valid carrier receipt.

    • Verified Defect (Minor Failure): If the defect is minor, we will repair the unit or supply replacement parts within a reasonable timeframe at no charge.

    • No Fault Found: If the appliance is tested and confirmed to be fully functional, operating as described and represented, and free of defects, no refund or statutory replacement will be issued. The product will be made available for return dispatch to you. In such cases, freight costs associated with re-delivery remain the responsibility of the customer.

  • Warranty Provider & Claims Procedure:
      • Entity: The Trustee for the Tandy Solutions Trust trading as Water Distillers Australia (ABN: 21 938 615 435).
      • Email: support@waterdistillersaustralia.com.au
      • Phone: 07 5227 8196
      • Address: Return postal address to be advised via email.
      • To submit a claim, contact our support team with your order number, installation details, and photographs/description of the issue. Where an assessment confirms a covered defect, Water Distillers Australia will repair the component, provide a replacement part/unit, or issue an appropriate statutory remedy in accordance with the ACL.

 

4. Return Shipping & Packaging Responsibilities

  • Safe Transit: When returning an item for warranty assessment or an approved return, you must ensure the appliance is packaged securely to prevent damage in transit. While original packaging is preferred, any packaging used must provide adequate structural protection. Damage caused by improper domestic packaging during transit is not covered under warranty.

  • Independent Testing: If a customer disputes a “No Fault Found” technical assessment and elects to obtain independent, NATA-accredited testing, the initial costs of third-party testing are borne by the customer. If accredited testing independently proves a manufacturing defect or statutory failure, Water Distillers Australia will reimburse reasonable, documented testing costs in accordance with Section 259(4) of the ACL.

5. Refunds & Credits

  • Approved refunds will be processed via the original payment method (credit card, direct bank transfer, or merchant portal) used at the time of purchase within 3–5 business days of written confirmation.

  • Goods cannot be returned in person; all returns must be routed via registered post or courier to the designated service facility.