Refund policy
Refund & Returns Policy
We have a 30-day change-of-mind return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a change-of-mind return, your item must be in the same condition that you received it, uninstalled and unused, with all filters, cartridges and membranes still factory sealed in their original plastic packaging. The product must be in its original packaging with all components, fittings, accessories and instructions included.
Filtration systems that have been installed, connected to a water supply or had water passed through them cannot be returned for change of mind.
You’ll also need your receipt or proof of purchase.
To start a return, please contact us at info@thrivewater.com.au.
If your return is accepted, we’ll provide instructions on how and where to send your package. Please do not send products back without first contacting us, as items returned without prior approval may not be accepted.
For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by Australian Consumer Law.
You can always contact us with any return questions at info@thrivewater.com.au.
Damages and Issues
Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, missing components or if you receive the wrong item so that we can assess the issue and make it right.
Where possible, we ask that shipping damage or incorrect orders are reported within 48 hours of delivery to help us resolve the issue with the carrier promptly.
This requested timeframe does not limit any rights you may have under Australian Consumer Law.
We may ask you to provide photographs of the product, packaging, shipping label and any damage to help us assess your claim.
Exceptions / Non-Returnable Items
Certain items cannot be returned for change of mind, including:
- Products that have been installed or connected to a water supply
- Products that have had water passed through them
- Opened or unsealed filter cartridges or membranes
- Custom-made, specially ordered or specifically configured products
- Gift cards
- Sale or clearance items
Please contact us if you have any questions or concerns about your specific item.
These exclusions apply to change-of-mind returns only and do not limit your rights if a product is faulty, defective or otherwise fails to meet the guarantees provided under Australian Consumer Law.
Exchanges
The simplest way to exchange an eligible item is to contact us to arrange the return of the item you have.
Once the return has been accepted, you can place a separate order for the replacement product.
If you have received an incorrect, faulty or damaged product, please contact us before placing another order so we can arrange the appropriate solution.
Faulty or Defective Products
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product is faulty, defective, unsafe, significantly different from its description or otherwise fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement or refund depending on the circumstances.
Our 30-day change-of-mind period and return conditions do not limit your rights under Australian Consumer Law.
If you believe your product is faulty, please contact us at info@thrivewater.com.au before removing, uninstalling or returning the product so we can help determine the appropriate next step.
Where a product is confirmed to be faulty, Thrive Water Filters will cover or reimburse reasonable return costs where required under Australian Consumer Law.
Refunds
We’ll notify you once we’ve received and inspected your return and let you know whether your refund has been approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please remember that it can take additional time for your bank, credit card provider or payment provider to process and display the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@thrivewater.com.au.
Australian Consumer Law
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot legally be excluded, restricted or modified.