At The Clean Water Co, we want your returns experience to be simple and hassle-free. We offer a 30-Day Money Back Guarantee, provided the returned items are unused, in original packaging, and in resalable condition.

Our Money Back Guarantee covers the cost of the products only (excluding filters). Shipping costs, including both outbound and return freight, are the customer’s responsibility.

When Can You Return a Product?

Under the Australian Consumer Law (ACL), you are entitled to a refund, replacement, or store credit if an item:

• Has a major defect that would have prevented you from purchasing it had you known beforehand.
• Is significantly different from its description or sample.
• Is unfit for its intended purpose and cannot be repaired within a reasonable timeframe.
• Fails to perform as expected and cannot be fixed within a reasonable time.
• Is unsafe to use.

For change-of-mind returns, we can only process a refund if the item meets our Returns Terms & Conditions outlined below.

Before Returning an Item

Before sending your item back, please contact us at info@cleanwaterco.com.au to discuss your concerns. We will:

• Confirm the return eligibility of your product.
• Provide the correct return address and shipping instructions.
• Advise on freight costs associated with the return.

Damaged Items on Delivery

If you receive a damaged shipment, please:

1. Take clear photos of the damaged product at the time of delivery.
2. Email the photos to info@cleanwaterco.com.au along with your invoice number and name.
3. We will work with the courier to resolve the issue as quickly as possible.

For any questions or return inquiries, our team is happy to assist!