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We want you happy with your PureFlow. Here's how returns and refunds work — and your rights under Australian law.
Last updated: 2026. This is general information — please have it reviewed to ensure it suits your business and complies with the Australian Consumer Law.
Because tap-mounted water filters are hygiene items that are easily damaged once installed or used, we don't offer change-of-mind refunds or returns. Please choose carefully and check that PureFlow suits your tap before ordering — our FAQ covers fit and compatibility.
For health and hygiene reasons, opened or used replacement cartridges cannot be returned unless they are faulty.
Your rights under the Australian Consumer Law are not affected by anything in this policy. If a product is faulty, arrives damaged, is not as described, or doesn't do what we said it would, you are entitled to a repair, replacement or refund as required by law — regardless of the condition or time-frame above. Please contact us with your order number and a photo of the issue and we'll make it right.
Get in touch through our contact page with your order number and the reason for the return. Please wait for our confirmation before sending anything back — we'll provide return instructions. For faulty, damaged or not-as-described items, we cover return postage.
Approved refunds are processed to your original payment method, typically within 5–10 business days of us receiving and assessing the returned item.
We're happy to help — reach us any time via our contact page.