Returns & Warranty

We accept returns on damaged or faulty items only. We do not accept change-of-mind returns. If you are unsure which product is right for your install, contact us before ordering — we are happy to recommend.

Returns scope

• Eligible: items damaged in transit, items faulty out of the box, items that fail within the warranty period.
• Not eligible: change of mind, ordered the wrong size, no longer need the product, or any condition where the product is working as specified.

Conditions for return

For a return to be approved, all of the following must be true:

• The item is in original packaging with all accessories, manuals, and documentation intact.
• You can provide proof of purchase from the Enviro Aqua online store or showroom (order number is sufficient).
• You provide clear evidence of damage or fault at the time of the request — photos showing the issue, and a description of when and how it was discovered.

Returns process

1. Email info@enviroaqua.com.au within 14 days of receiving the item. Include your order number, a description of the damage or fault, and photo evidence.
2. We respond within one business day with an assessment. If the return is approved, we send return shipping instructions and cover the return shipping costs for the damaged or faulty item.
3. Once the item arrives at our Wyong warehouse and has been inspected, we issue a refund to the original payment method, or a replacement at your preference subject to stock availability.

Refunds typically appear in your account within 2–5 business days of the inspection, depending on your bank.

Warranty

Most products carry a 12-month manufacturer warranty by default. Some products have longer warranties — the period is shown on the product page where it differs from the default.

Warranty covers manufacturing defects and component failure under normal use. It does not cover:

• Damage from incorrect installation (whole-house systems must be plumbed by a licensed plumber for warranty to apply).
• Wear-and-tear consumables (cartridges, UV lamps, o-rings).
• Damage from using the product outside its specified parameters (running mains-pressure into a non-mains rated unit, freezing damage, scale build-up from skipped servicing, etc.).

To start a warranty claim, email info@enviroaqua.com.au with your order number, a description of the fault, and photos. We may also ask for the product's serial number where applicable.

Australian Consumer Law

Faulty product returns and warranty claims are also covered separately by the Australian Consumer Law. Nothing in our policy reduces your statutory rights under the ACL.