Terms of service

TERMS OF SERVICE


Last updated: 30 August 2026


OVERVIEW


Welcome to Thrive Water Filters.


The terms “Thrive Water Filters”, “Thrive Water”, “Thrive”, “we”, “us” and “our” refer to Thrive Water Filters, operated by S F Plumbing Pty Ltd (ABN 91 152 119 330).


We operate this website and online store, including all related information, content, features, tools, products and services made available through it (collectively, the “Services”).


Our online store is powered by Shopify, which provides the ecommerce platform that enables us to offer our products and Services to you.


These Terms of Service, together with our Privacy Policy, Refund & Returns Policy, Shipping & Delivery Policy and any other policies referred to on our website, set out the terms that apply when you access our website, use our Services or purchase products or services from us.


Please read these Terms carefully before using our website or placing an order.


By accessing our website, using our Services or placing an order with us, you agree to these Terms.


If you do not agree to these Terms, you should not use our Services.


Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy available to you under the Australian Consumer Law or any other law where it would be unlawful for us to do so.


⸻


SECTION 1 – ACCESS AND ELIGIBILITY


You may browse our website without creating an account.


To place an order, you may be required to provide information including your name, email address, phone number, billing details, payment information and delivery address.


You agree that information you provide to us will be accurate, current and complete.


You must be at least 18 years of age to place an order through our website, or have the permission of a parent or legal guardian.


If you create an account, you are responsible for maintaining the confidentiality and security of your login details and for activity conducted through your account.


You must notify us as soon as reasonably possible if you believe your account has been accessed or used without your permission.


⸻


SECTION 2 – OUR PRODUCTS


We make reasonable efforts to ensure that product descriptions, specifications, photographs, pricing and other information displayed on our website are accurate and up to date.


Product photographs and illustrations are provided for general representation. Minor differences in colour, appearance, packaging, labels, fittings or components may occur because of manufacturing changes, product improvements, supplier updates or differences in screen displays.


We may update, modify or discontinue products from time to time.


Product availability is subject to stock levels and supplier availability.


Nothing in this section affects your rights where a product is materially different from its description or otherwise fails to meet a consumer guarantee under Australian Consumer Law.


⸻


SECTION 3 – WATER FILTRATION PRODUCTS AND PERFORMANCE


Water filtration performance can vary depending on a number of factors, including:


  • Incoming water quality
  • Water source
  • Contaminant levels
  • Water pressure
  • Flow rate
  • Water temperature
  • System configuration
  • Correct installation
  • Filter or membrane condition
  • Usage levels
  • Maintenance
  • Replacement intervals


Any filtration, contaminant reduction or performance claims displayed on our website are based on information reasonably available to us, which may include manufacturer specifications, laboratory testing, certification, technical information or other supporting documentation relating to the particular product.


A statement that a system is designed to reduce a particular contaminant does not necessarily mean that all concentrations of that contaminant will be completely removed in every installation.


Actual results may depend on the customer’s incoming water conditions and correct use and maintenance of the filtration system.


Where a particular water-quality outcome is critical, appropriate water testing may be recommended before selecting a filtration system and, where appropriate, after installation.


Nothing in this section limits any rights you may have under Australian Consumer Law.


⸻


SECTION 4 – WATER QUALITY INFORMATION AND HEALTH CLAIMS


Information provided through our website about drinking water, contaminants, chlorine, PFAS, heavy metals, minerals, filtration, water quality, health, wellness or related topics is provided for general educational and product information purposes.


It is not intended to constitute medical advice, diagnosis or treatment.


Customers should seek appropriately qualified medical advice regarding individual health concerns.


We make reasonable efforts to ensure that claims made about our filtration products are supported by relevant information. However, water conditions vary between properties and locations and results may differ accordingly.


Where we refer to third-party laboratory results, manufacturer testing, certifications or other technical information, those claims should be interpreted in accordance with the conditions and limitations of the relevant testing or certification.


⸻


SECTION 5 – PRODUCT SELECTION AND SUITABILITY


Customers should carefully review product descriptions, specifications and installation requirements before purchasing.


Where you select and purchase a product independently through our website, you are responsible for ensuring that the product is appropriate for your intended application based on the information reasonably available to you.


If you are unsure which system is suitable, we encourage you to contact Thrive Water Filters before purchasing.


Where Thrive Water Filters specifically recommends a product after you have provided us with relevant information about your property, water source, intended use and requirements, we will exercise reasonable care in making that recommendation.


We are not responsible for an unsuitable product selection where relevant information was not disclosed to us or where the product was independently selected contrary to our recommendation.


Nothing in this section excludes any guarantee regarding fitness for a disclosed purpose that applies under Australian Consumer Law.


⸻


SECTION 6 – WATER TESTING


Unless expressly stated otherwise, the sale of a filtration product does not include laboratory testing of your incoming or filtered water.


Where recommendations are based on information supplied by you, publicly available water-quality information or general characteristics of a water supply, those recommendations are necessarily based on the accuracy and relevance of that information.


If water testing is required to determine the presence or concentration of a particular contaminant, we may recommend testing by an appropriately accredited or qualified laboratory.


Where Thrive separately supplies or arranges a water-testing service, the terms applicable to that service will also apply.


⸻


SECTION 7 – INSTALLATION


Certain filtration systems and plumbing products require professional installation.


Products must be installed in accordance with:


  • Manufacturer instructions
  • Product specifications
  • Applicable plumbing requirements
  • Relevant Australian Standards where applicable
  • Local laws and regulations
  • Any applicable installation or warranty requirements


Where plumbing work is required by law to be performed by an appropriately licensed or registered plumbing professional, customers are responsible for ensuring this occurs.


Thrive Water Filters is not responsible for faults or damage caused solely by incorrect installation, unauthorised modification, misuse, neglect or installation contrary to applicable instructions where the installation was carried out by the customer or an unrelated third party.


Where installation services are supplied directly by Thrive Water Filters, S F Plumbing Pty Ltd or a contractor engaged by us, those installation services are subject to applicable Australian Consumer Law guarantees, including that services will be provided with due care and skill.


⸻


SECTION 8 – FILTER REPLACEMENT, SERVICING AND MAINTENANCE


Water filtration systems contain consumable components that may include filters, cartridges, membranes, UV lamps, seals and other components requiring periodic replacement or servicing.


Recommended replacement intervals are estimates unless expressly stated otherwise.


Actual service life may vary depending on factors including:


  • Water quality
  • Contaminant load
  • Sediment levels
  • Household consumption
  • Flow rate
  • System usage
  • Incoming pressure


Customers are responsible for carrying out reasonable maintenance and replacing consumable components as recommended.


Failure to replace filters or maintain a system appropriately may reduce filtration performance, restrict flow or cause damage.


A manufacturer’s voluntary warranty may contain servicing or maintenance requirements. Failure to follow those requirements may affect that voluntary warranty.


However, voluntary warranty conditions do not remove any separate rights you may have under Australian Consumer Law.


⸻


SECTION 9 – ORDERS


When you place an order through our website, you are making an offer to purchase the products or services included in that order.


Receiving an automated order confirmation does not necessarily mean that we have accepted your order.


We may decline or cancel an order where there is a reasonable basis to do so, including where:


  • A product is unavailable
  • A material pricing or product-description error has occurred
  • Payment has been declined or cannot be verified
  • We reasonably suspect fraudulent or unauthorised activity
  • Delivery is not reasonably available to the requested location
  • There is an obvious or material error in the order


If we cancel an order after receiving payment, we will refund the amount paid for the cancelled portion of the order.


Please review your order carefully before submitting it.


If you need to change or cancel an order, contact us as soon as possible. We will make reasonable efforts to accommodate your request but may be unable to change or cancel an order once it has been processed or dispatched.


Returns and refunds are governed by our Refund & Returns Policy and applicable Australian Consumer Law.


⸻


SECTION 10 – PRICING, GST AND PAYMENT


Unless otherwise stated, prices displayed to Australian consumers on our website are in Australian dollars (AUD) and include GST where applicable.


Any delivery charges or other applicable costs that depend on your order or delivery location will be displayed before you complete your purchase.


Prices, promotions and discounts may change from time to time.


The price applicable to an order will generally be the price displayed when the order is placed, subject to genuine errors.


If we identify a material pricing error after an order has been placed, we may contact you and offer you the choice of purchasing the affected product at the correct price or cancelling that portion of the order and receiving a refund.


You agree to provide accurate and authorised payment information.


By submitting a payment method, you confirm that you are authorised to use that payment method.


Payments may be processed by Shopify Payments or other third-party payment providers made available through our website.


⸻


SECTION 11 – PROMOTIONS, DISCOUNTS AND GIFT CARDS


From time to time, Thrive Water Filters may offer promotions, discount codes, promotional pricing, gift cards or other offers.


Additional terms may apply to a particular promotion and will be communicated with the offer where applicable.


Unless otherwise stated, promotional codes:


  • Cannot be exchanged for cash
  • Cannot generally be combined with another promotion
  • Must be used within any stated validity period
  • Apply only to eligible products or orders


Promotional conditions do not affect your rights under Australian Consumer Law.


⸻


SECTION 12 – SHIPPING AND DELIVERY


Delivery timeframes displayed on our website are estimates unless we expressly guarantee a particular delivery date.


Delivery timeframes may be affected by circumstances outside our reasonable control, including carrier delays, supplier delays, severe weather, natural disasters, industrial action or other unforeseen events.


We will make reasonable efforts to fulfil orders within the timeframe stated or, where no timeframe is stated, within a reasonable period.


If a significant delay occurs, please contact us and we will work with you to provide an appropriate solution.


If your order is lost, damaged or incorrectly delivered, please contact us so that we can investigate and arrange an appropriate remedy where required.


We may ask you to provide photographs or other information reasonably required to investigate delivery damage.


Further information is contained in our Shipping & Delivery Policy.


Nothing in this section limits your rights under Australian Consumer Law.


⸻


SECTION 13 – RETURNS AND CHANGE OF MIND


Change-of-mind returns are governed by our Refund & Returns Policy.


Our voluntary 30-day change-of-mind policy operates in addition to your rights under Australian Consumer Law.


Certain filtration products cannot be returned for change of mind once installed, used, connected to a water supply or once sealed filters, cartridges or membranes have been opened, as detailed in our Refund & Returns Policy.


These restrictions apply to change-of-mind returns only.


They do not limit your rights if a product is faulty, defective or otherwise fails to meet a consumer guarantee.


⸻


SECTION 14 – FAULTY PRODUCTS AND AUSTRALIAN CONSUMER LAW


Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.


If a product or service fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or compensation depending on the circumstances and nature of the failure.


For a major failure with goods, Australian Consumer Law may give you the right to choose between a refund and replacement.


For failures that are not major, we may be entitled to provide an appropriate remedy within a reasonable period.


Your consumer guarantee rights are automatic and may continue beyond the period of any manufacturer’s or supplier’s voluntary warranty.


Any timeframes contained in our voluntary returns policy do not limit the period in which you may have rights relating to a faulty product under Australian Consumer Law.


⸻


SECTION 15 – WARRANTIES


Some products sold by Thrive Water Filters may include a manufacturer or supplier warranty.


Any such warranty is provided in addition to your rights under Australian Consumer Law.


Where a manufacturer warranty applies, specific warranty terms may cover matters such as:


  • Warranty duration
  • Installation requirements
  • Servicing requirements
  • Maintenance
  • Consumable components
  • Exclusions for misuse or damage


Please refer to the warranty documentation applicable to the product.


A manufacturer’s voluntary warranty does not replace, restrict or remove your rights under Australian Consumer Law.


Where we issue a separate written warranty against defects, that warranty will contain any information required by applicable Australian law.


⸻


SECTION 16 – SUBSCRIPTIONS AND RECURRING ORDERS


If Thrive Water Filters offers optional filter subscriptions, automatic replacement programs or other recurring orders, the price, frequency and relevant conditions will be disclosed before you subscribe.


Where a recurring payment is authorised, you authorise us or our payment provider to charge the applicable amount at the stated interval until the subscription is cancelled.


You may cancel a recurring subscription in accordance with the cancellation method and conditions disclosed when you subscribe.


Cancellation of future recurring orders does not automatically cancel an order that has already been processed or dispatched.


Nothing in any subscription arrangement limits your rights under Australian Consumer Law.


⸻


SECTION 17 – INTELLECTUAL PROPERTY


Unless otherwise stated, the content of our website, including the Thrive Water Filters and Thrive Water branding, logos, trademarks, text, photographs, graphics, videos, designs and other materials, is owned by or licensed to Thrive Water Filters.


You may access and use our website for personal use and legitimate purchasing purposes.


Without our prior written permission, you must not:


  • Reproduce substantial portions of our website
  • Republish our content
  • Use our branding, logos or trademarks
  • Copy our photographs or marketing materials for commercial use
  • Modify our content to create derivative commercial works
  • Falsely represent that you or another business is affiliated with, endorsed by or associated with Thrive Water Filters


Third-party product names, logos and trademarks displayed on our website remain the property of their respective owners.


⸻


SECTION 18 – THIRD-PARTY TOOLS AND SERVICES


Our website may use or provide access to services operated by third parties, including:


  • Shopify
  • Payment providers
  • Shipping and courier providers
  • Analytics services
  • Marketing platforms
  • Review platforms
  • Other ecommerce service providers


We do not control all aspects of these third-party services.


Your use of a third-party service may also be subject to that provider’s own terms and privacy policy.


We are not responsible for third-party services outside our reasonable control except to the extent that responsibility cannot lawfully be excluded.


⸻


SECTION 19 – THIRD-PARTY LINKS


Our website may contain links to websites, resources or services operated by third parties.


Links may be provided for convenience or additional information and do not necessarily mean that Thrive Water Filters endorses or controls the third-party website.


We are not responsible for the content, security, availability or privacy practices of third-party websites outside our control.


You should review the relevant terms and privacy policies before providing personal information or making a transaction through a third-party website.


⸻


SECTION 20 – RELATIONSHIP WITH SHOPIFY


Our online store is powered by Shopify.


Shopify provides the ecommerce technology that enables us to operate our online store.


Any purchase you make from our store is a transaction between you and Thrive Water Filters, operated by S F Plumbing Pty Ltd.


Shopify is not the seller of the Thrive Water Filters products you purchase from us.


Shopify may collect or process information as part of providing its ecommerce services.


For more information about how personal information is handled, please refer to our Privacy Policy and, where applicable, Shopify’s privacy documentation.


⸻


SECTION 21 – PRIVACY


Our collection, use, disclosure and storage of personal information is governed by our Privacy Policy.


Information may be provided to third parties where reasonably necessary to operate our business and fulfil your order, including Shopify, payment processors, delivery providers and other service providers.


Please refer to our Privacy Policy for further information.


⸻


SECTION 22 – REVIEWS, FEEDBACK AND USER CONTENT


If you voluntarily submit a review, testimonial, photograph, video, comment, suggestion or other content to Thrive Water Filters, you confirm that:


  • You have the right to provide the content
  • It reflects your genuine experience or opinion where presented as a review
  • It does not infringe another person’s intellectual property, privacy or other legal rights
  • It does not contain unlawful, defamatory, abusive or malicious material


By submitting content for publication, you grant Thrive Water Filters a non-exclusive, worldwide, royalty-free licence to reproduce, display, publish and use that content in connection with our website, social media, marketing and promotion.


Where reasonably possible, we will not materially alter the meaning of a customer review or testimonial.


We may moderate or remove user-submitted content where reasonably necessary, including where it is unlawful, misleading, offensive, spam, irrelevant or infringes another person’s rights.


⸻


SECTION 23 – ERRORS, INACCURACIES AND OMISSIONS


Occasionally our website may contain typographical errors, inaccuracies or omissions relating to matters such as:


  • Product descriptions
  • Specifications
  • Pricing
  • Promotions
  • Availability
  • Shipping costs
  • Delivery estimates


We may correct genuine errors and update information when reasonably necessary.


If an error materially affects an order you have already placed, we will contact you where appropriate and provide a reasonable solution.


Nothing in this section allows us to avoid obligations that apply under Australian Consumer Law.


⸻


SECTION 24 – WEBSITE AVAILABILITY


We aim to keep our website available and functioning correctly but cannot guarantee uninterrupted or error-free access at all times.


Access may occasionally be interrupted because of maintenance, technical issues, security incidents, third-party service interruptions or events outside our reasonable control.


We may modify or temporarily suspend parts of our website where reasonably necessary.


⸻


SECTION 25 – PROHIBITED USES


You must not use our website or Services:


  • For unlawful, fraudulent or malicious purposes
  • To infringe another person’s rights
  • To infringe intellectual property rights
  • To provide deliberately false or misleading information
  • To upload or distribute viruses, malware or malicious code
  • To interfere with the security or operation of our website
  • To gain unauthorised access to our systems or another customer’s account
  • To collect personal information about others without authority
  • To send spam or unsolicited communications through our systems
  • To impersonate another person or entity
  • To scrape, copy or systematically extract substantial portions of our website for unauthorised commercial purposes


We may restrict or suspend access to our Services where we reasonably believe that these Terms have been seriously breached or where necessary to protect customers, our business or our systems.


⸻


SECTION 26 – LIMITATION OF LIABILITY


Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy provided by Australian Consumer Law or any other law where it would be unlawful to do so.


To the extent permitted by law, Thrive Water Filters will not be responsible for loss or damage caused solely by:


  • Misuse or improper operation of a product
  • Failure to follow manufacturer instructions
  • Incorrect installation carried out by the customer or an unrelated third party
  • Unauthorised alterations or modifications
  • Failure to carry out reasonably required maintenance
  • Failure to replace filters or other consumable components when required
  • Use of a product outside its stated specifications
  • Inaccurate or incomplete information supplied to us by the customer
  • Events outside our reasonable control


This section does not exclude responsibility for loss or damage caused or contributed to by our negligence, breach of contract, breach of an applicable consumer guarantee or other unlawful conduct.


Where Australian Consumer Law provides a right to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee, nothing in these Terms limits that right.


⸻


SECTION 27 – EVENTS OUTSIDE OUR REASONABLE CONTROL


We are not responsible for delays or failure to perform an obligation to the extent that performance is prevented by circumstances genuinely outside our reasonable control.


Such circumstances may include natural disasters, severe weather, major transport disruptions, industrial action, widespread telecommunications failures, supplier disruption or government action.


We will make reasonable efforts to minimise the impact of such events and resume performance as soon as reasonably possible.


Nothing in this section limits any right you may have under Australian Consumer Law where goods or services are not supplied within an agreed or reasonable period.


⸻


SECTION 28 – SUSPENSION AND TERMINATION


We may suspend or terminate access to an account or part of our Services where reasonably necessary because of:


  • Serious or repeated breaches of these Terms
  • Fraudulent or unlawful activity
  • Security concerns
  • Abuse or misuse of our website or systems


Termination or suspension of website access does not affect any rights or obligations arising from orders already accepted or any rights that existed before termination.


⸻


SECTION 29 – SEVERABILITY


If any part of these Terms is determined to be unlawful, invalid or unenforceable, that provision will be interpreted or severed to the minimum extent necessary.


The remaining provisions will continue in effect.


⸻


SECTION 30 – WAIVER


If we do not immediately exercise a right available to us under these Terms, that does not necessarily mean that we have waived that right.


Any waiver must be clear and applies only to the particular circumstances for which it is given.


⸻


SECTION 31 – ENTIRE AGREEMENT


These Terms, together with our policies referred to in them and any specific terms agreed with you in relation to an order, form the agreement between you and Thrive Water Filters regarding your use of our online Services and purchases through our website.


Nothing in this section excludes any representation, consumer guarantee or right that cannot lawfully be excluded.


⸻


SECTION 32 – GOVERNING LAW


These Terms are governed by the laws of Victoria, Australia and applicable Commonwealth laws.


You and Thrive Water Filters submit to the jurisdiction of the courts and tribunals of Victoria and courts entitled to hear appeals from them.


Nothing in this section prevents a consumer from exercising a right to bring a claim in another jurisdiction where applicable law gives them that right.


⸻


SECTION 33 – CHANGES TO THESE TERMS


We may update these Terms from time to time to reflect changes to:


  • Our business
  • Products or Services
  • Website functionality
  • Suppliers or service providers
  • Applicable laws or regulatory requirements


The current version of these Terms will be published on this page with its most recent update date.


Changes will apply from the date stated in the updated Terms.


Changes will not retrospectively remove rights that have already arisen in relation to an existing purchase.


⸻


SECTION 34 – CONTACT INFORMATION


Questions about these Terms of Service can be sent to us at:


Thrive Water Filters / Thrive Water

Operated by S F Plumbing Pty Ltd

ABN: 91 152 119 330


Email: info@thrivewater.com.au


Our Privacy Policy, Refund & Returns Policy and Shipping & Delivery Policy are also available through our website.