1) Ordering & Payment Security

• All orders are processed on a secure site with 128-bit SSL encryption.
  
• Payments: PayPal (card checkout available without a PayPal account) and all major credit cards.
  
• Contact: sales@waterfilterdistributors.com.au | 02 9695 7740 | 1300 767 072
  
• We aim to reply to customer enquiries within 30–60 minutes (business hours).

2) Fast Dispatch

• All orders are dispatched within 24 hours (business days).
  

3) Shipping & Delivery

• Carriers: Australia Post (primary), StarTrack, TNT.
  
• Timeframes
  - Australia: typically 1–10 business days
  - New Zealand: 4–10 business days via Australia Post International
• A tracking number is emailed once your order has been dispatched. (Track at Australia Post.)
• Any freight/handling charges incurred are the customer’s responsibility.
  

4) Free Shipping & Heavy Items

• Free shipping on orders $100+ AUD (applies to water filters & fittings only).
  
• Bulky/heavy/delicate items are excluded; a “Heavy” shipping fee is automatically applied at checkout.
  

5) Authority To Leave (ATL)

• Selecting ATL authorises the courier to leave goods unattended at the delivery address; once left, the order is deemed received.
  
• Water Filter Distributor and our couriers are not responsible for loss or damage resulting from ATL.
  
• If the location is unsafe or instructions are unclear, the driver may leave a delivery attempt card and return the parcel to the depot.
  
• Risk and title pass to you after the first delivery attempt, regardless of success.
  

6) Warranty

• All items include the manufacturer’s warranty as stated on each product page.
  
• Replacements are available for defective goods with an approved RA (Return Authorisation)—please contact us for assistance.
  

7) Returns & Refunds

✔️ Change of Mind / Incorrect Choice

• Returns or exchanges accepted within 30 days of purchase.
  
• Items must be brand new with original packaging, accessories, manuals, and documentation.
  
• Return postage is at the buyer’s expense. Returns after 30 days are not accepted.
  

✔️ Refund Process

• Request a return within 30 days by calling 02 9695 7740, selecting Returns on the contact page, or emailing sales@waterfilterdistributors.com.au.
  
• Refund/credit is issued within 3–5 business days after the goods are received and verified.
  
• Postage costs are non-refundable. Refunds are processed back to the original payment method (Credit Card, PayPal, or Bank Transfer).
  

✔️ Damaged, Faulty or Incorrect Item

• Return postage is covered by Water Filter Distributor.
  
• Notify us within 7 days for damaged goods, and within 30 days for faulty/incorrect items.
  
• Email photo evidence to sales@waterfilterdistributors.com.au.
  
• If you choose a replacement, we will provide a prepaid Australia Post return label; drop the parcel at any Australia Post outlet.
  
• If items are tested and found not faulty (e.g., installation error), the return postage will be deducted from the refund.
  

✔️ Return Address

Water Filter Distributor

17–18 / 61–71 Beauchamp Rd, Matraville NSW 2036

(For change-of-mind returns use your own postage; for damaged/faulty/incorrect items, we’ll issue a prepaid label.)