SHIPPING & RETURNS

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
Your enquiry is important to us and we aim to reply to customer enquiries within 30–60 minutes (business hours)

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.

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

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

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

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

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)

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
* Difficulty or cost of installation is not a valid reason for a change-of-mind return
* Plumbed-in appliances (e.g. Zip HydroTap, Zip bubblers, boiling/chilled water units) must be professionally installed — we strongly recommend confirming compatibility and arranging a licensed plumber/electrician before purchase
* Once a plumbed-in appliance has been installed, connected to water/power, or shows any sign of an installation attempt, it is no longer eligible for change-of-mind return, as it can no longer be resold as new. These items can only be returned unopened, uninstalled and in original packaging, within the standard 30-day window
* A 15% restocking fee applies to change-of-mind returns on plumbed-in appliances (e.g. Zip HydroTap, Zip bubblers), deducted from the refund amount
* Special order items are ordered in specifically for the customer and are non-returnable for change of mind, unless faulty
* Original outbound shipping costs are non-refundable, in addition to the return postage being at the buyer's expense

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)