Returns Policy

1. Overview

This policy applies to physical products purchased directly from Pure₂O via our website (including replacement filter cartridges and accessories).

Installed filtration systems and plumbing services are covered under separate warranty and Australian Consumer Law provisions (see below).

2. Change of Mind Returns

We offer a 30-day change of mind return period from the date of delivery, subject to the following conditions:

  • Item must be unused

  • Item must be unopened and in original packaging

  • Item must be in resalable condition

  • Proof of purchase must be provided

Return shipping costs for change of mind returns are the responsibility of the customer.

Refunds will be processed once the returned item has been received and inspected.

Shipping costs are non-refundable.

Pure₂O reserves the right to refuse a return if the product has been opened, used, installed, or damaged.

3. Faulty, Damaged or Incorrect Items

If your product:

  • Arrives damaged

  • Is faulty

  • Is not as described

  • Is not fit for purpose

You are entitled to a remedy under Australian Consumer Law.

Depending on the issue, this may include:

  • Repair

  • Replacement

  • Refund

Please contact us within 7 days of receiving the product if it arrives damaged.

For faults that arise after installation, please contact us as soon as the issue is identified.

We may request photos or further information to assess the claim.

If a product is confirmed to be faulty, Pure₂O will cover reasonable return shipping costs.

4. Installed Systems & Plumbing Work

Whole house filtration systems supplied and installed by Pure₂O are not eligible for change of mind returns once installed.

However:

  • All installations are covered by Australian Consumer Law

  • Manufacturer warranties apply to filtration components

  • Workmanship is guaranteed in accordance with WA plumbing regulations

If you experience any issue with your installed system, please contact us directly so we can resolve it promptly.

5. How to Request a Return

To request a return, please contact:

info@pure2o.com.au

Include:

  • Full name

  • Order number

  • Description of the issue

  • Photos (if applicable)

We will provide return instructions once your request has been reviewed.

6. Refund Processing

Approved refunds will be processed back to the original payment method.

Please allow 5–10 business days for the refund to appear in your account once processed.