Terms & Conditions

Last updated: 31 July 2026

1. About These Terms

These Terms and Conditions (“Terms”) apply to your use of the HG PureWater website and to products and services supplied by:

Legal entity: Australian Home Guards Pty Ltd
Trading name: HG PureWater
ABN: 63 638 977 572
Business address: 11/85 Whitehorse Road, Blackburn VIC 3130, Australia
Email: info@hgpurewater.com.au
Telephone: 1300 883 058

In these Terms, “HG PureWater”, “we”, “our” and “us” refer to Australian Home Guards Pty Ltd trading as HG PureWater.

“You” and “your” refer to the person or entity using our website, requesting a quotation, placing an order or purchasing a product or service from us.

These Terms apply to:

• use of the HG PureWater website;
• online and telephone orders;
• written quotations;
• product sales;
• deliveries;
• installation services supplied or arranged by us;
• replacement filters, accessories and consumables; and
• after-sales support.

By placing an order, accepting a quotation, making a payment, booking an installation or otherwise purchasing from us, you agree to these Terms.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

2. Other Documents Forming Part of Your Agreement

These Terms should be read together with:

• any written quotation provided by HG PureWater;
• your order confirmation or tax invoice;
• the relevant product description;
• product manuals and installation instructions;
• our Refunds, Returns & Warranty Policy;
• our Privacy Policy; and
• any additional written terms disclosed before your purchase.

If there is an inconsistency, the following order of priority will generally apply:

1. any specifically negotiated written agreement;
2. the accepted quotation;
3. the order confirmation or invoice;
4. product-specific or installation-specific written requirements;
5. the Refunds, Returns & Warranty Policy;
6. these Terms; and
7. general website content.

A document will not override a right that cannot lawfully be excluded.

3. Website Information

We take reasonable steps to ensure information published on our website is accurate and current.

However, product information may occasionally contain typographical errors, technical errors, outdated information or omissions. We may correct website information when an error is identified.

Product photographs are provided for general illustration. Colours, fittings, packaging and minor design details may differ from the product supplied where the difference does not materially affect the product’s function or performance.

Website content is general information and is not a substitute for an assessment of your property, plumbing system, water supply or individual requirements.

4. Product Information and Water Filtration Performance

Water filtration performance may vary depending on factors including:

• incoming water quality;
• water pressure and flow rate;
• water temperature;
• sediment levels;
• hardness and scale;
• chlorine and chemical concentrations;
• household water consumption;
• installation conditions;
• filter age; and
• maintenance practices.

Filter life and replacement intervals are estimates unless expressly stated otherwise. Actual replacement frequency may vary according to usage and incoming water conditions.

You must tell us before purchasing if your water supply involves unusual or specialised conditions, including bore water, rainwater, untreated water, unusually high sediment, iron, manganese, hardness, salinity or a known contaminant of concern.

A product should not be assumed to remove a particular contaminant unless that capability is expressly stated in the relevant product information or supported by an applicable test report or certification.

Our products and website information are not intended to provide medical advice. Anyone with a medical condition, compromised immune system or specific health concern should obtain appropriate professional advice about their drinking water requirements.

5. Quotations

A quotation is valid for the period stated in the quotation. If no validity period is stated, the quotation may be reviewed before acceptance if product, freight, labour or supplier costs change.

A quotation will identify the products and services included. Unless expressly included, a quotation may not include:

• additional plumbing or electrical work;
• building, structural or cabinetry modifications;
• excavation, trenching or concrete work;
• asbestos identification or removal;
• access equipment;
• rectification of existing plumbing faults;
• pressure reduction or pressure boosting equipment;
• drainage alterations;
• backflow prevention devices;
• council, authority or compliance fees;
• after-hours work;
• travel outside the quoted service area; or
• work made necessary by conditions that could not reasonably be identified before attendance.

You are responsible for reviewing the quotation and notifying us of any error or omission before accepting it.

6. Orders and Contract Formation

Submitting an order through our website constitutes an offer to purchase the selected products or services.

An automated payment receipt or website acknowledgement does not necessarily mean that we have accepted the order.

An order is accepted when we:

• issue written confirmation that the order has been accepted;
• issue a tax invoice confirming acceptance;
• dispatch the product; or
• begin providing an agreed service,

whichever occurs first.

We may decline or cancel an order before acceptance where:

• a product is unavailable;
• a displayed price or description contains an obvious error;
• we cannot deliver to the requested location;
• required installation information has not been provided;
• we reasonably suspect fraud or unauthorised payment;
• the proposed use is unsafe or unsuitable; or
• we are otherwise unable to fulfil the order.

If we cancel an order after receiving payment but before supplying the relevant product or service, we will refund the amount paid for the cancelled item or service.

7. Product Availability and Substitutions

Products are subject to availability.

Where a product becomes unavailable after an order is placed, we may contact you to offer:

• an alternative product;
• an amended delivery date;
• a partial fulfilment of the order; or
• a refund for the unavailable product.

We will not substitute a materially different product without your agreement.

8. Prices, GST and Payment

All prices are in Australian dollars.

Prices displayed to consumers include GST where GST applies, unless clearly stated otherwise.

Delivery, installation, plumbing, electrical work and other service charges are only included where expressly stated at checkout, in the quotation or in the order confirmation.

You must pay the amount shown at checkout or in the accepted quotation according to the stated payment schedule.

Payments made through PayPal are also subject to PayPal’s applicable terms and policies. HG PureWater does not ordinarily receive or store your complete payment card details or PayPal login credentials.

Where a deposit is required, the amount and payment date will be stated in the quotation or invoice.

Special-order, custom-manufactured or customer-modified products may require payment before procurement, production or modification begins.

We may withhold dispatch or suspend work if an amount is overdue, provided that doing so does not breach an applicable legal obligation.

9. Pricing and Website Errors

If a product is advertised at an incorrect price because of a genuine technical, typographical or system error, we may contact you before accepting the order.

You may choose to proceed at the correct price or cancel the affected item for a refund.

We will not rely on this section to avoid honouring a price merely because the product later becomes less profitable to supply.

10. Delivery

Available delivery methods, charges and estimated delivery timeframes will be displayed at checkout, stated in your quotation or communicated before dispatch.

Delivery dates are estimates unless expressly agreed as a guaranteed date. We will use reasonable efforts to dispatch and deliver products within the estimated timeframe.

Delivery may be affected by circumstances including supplier delays, courier disruptions, weather, industrial action, public emergencies and events beyond our reasonable control.

You must provide:

• an accurate delivery address;
• a contact telephone number;
• safe and reasonable access;
• any relevant delivery instructions; and
• assistance with unloading where this has been agreed in advance.

If an address is incorrect, access is unavailable or a delivery cannot be completed for a reason within your control, reasonable re-delivery, storage or return charges may apply.

Where you give authority to leave a parcel, the parcel may be left at the nominated location. You are responsible for ensuring that the nominated location is reasonably safe and suitable.

Risk in a product passes to you when the product is delivered to you, your nominated recipient or your authorised delivery location.

Ownership of a product passes to you after we receive full payment for that product.

11. Checking Products After Delivery

You should inspect delivered products as soon as reasonably possible.

Please contact us promptly if a product:

• arrives damaged;
• is missing components;
• is not the product ordered;
• appears unsafe; or
• is materially different from its description.

For visible freight damage, we recommend notifying us within 48 hours and retaining the packaging where reasonably possible so the damage can be documented.

This recommended notification period does not limit your rights under the Australian Consumer Law.

12. Installation Services

Installation availability depends on the product, location, site conditions and installer availability.

Before confirming an installation, we may request:

• your postcode;
• photographs of the water meter;
• photographs of visible pipework;
• photographs of the under-sink area;
• photographs of the proposed equipment location;
• information about available power and drainage;
• information about water pressure; and
• any other information reasonably required to assess the work.

An installation quotation is based on the information available at the time it is prepared.

Unless expressly included in writing, standard installation does not include substantial modifications to plumbing, drainage, electrical systems, cabinetry, walls, floors, landscaping or building structures.

13. Installation Provider

Installation may be:

• supplied by HG PureWater;
• performed by an installer appointed or arranged by HG PureWater; or
• performed by an independent installer engaged directly by you.

Your quotation, invoice or booking confirmation should identify the applicable arrangement.

Where installation is supplied by us or by an installer appointed by us, we remain responsible for our obligations in relation to that service under applicable law.

Where you engage and pay an independent installer directly, the installation agreement is generally between you and that installer. Workmanship concerns should normally be raised with that installer.

HG PureWater will continue to assess any separate claim relating to a product supplied by HG PureWater, regardless of who installed it.

14. Licensed Trades and Compliance Requirements

Products connected to a building’s water supply must be installed in accordance with:

• applicable Australian laws and plumbing regulations;
• manufacturer instructions;
• WaterMark requirements where applicable;
• local water authority requirements; and
• any requirements stated in the quotation or installation guide.

Where licensing is required, the work must be completed by an appropriately registered or licensed practitioner.

A plumbing compliance certificate or other certificate will be supplied where required by law and where the certificate forms part of the installation service supplied by us or our appointed installer.

Any certificate charges will be included in the quotation or disclosed before the charge is incurred, where reasonably practicable.

15. Your Site Responsibilities

Before installation, you must:

• provide accurate site and property information;
• provide safe and reasonable access to the installation area;
• remove personal items obstructing the work area;
• inform household members that water may be temporarily turned off;
• identify known concealed pipes, electrical cables or other services;
• disclose known asbestos or hazardous materials;
• disclose known plumbing, drainage, water-pressure or structural problems;
• obtain any required landlord, owners corporation, strata, building manager or property owner approval; and
• ensure that an adult authorised to approve the work is available where reasonably required.

You must not request an installer to carry out work that is unsafe, unlawful or outside the installer’s licence or registration.

16. Existing Site Conditions

We are not responsible for a pre-existing plumbing, drainage, electrical, cabinetry, structural, water-pressure or building problem that was not caused by us or our appointed installer.

Examples may include:

• corroded or brittle pipework;
• concealed leaks;
• blocked drains;
• defective isolation valves;
• excessive or insufficient water pressure;
• water hammer;
• inaccessible pipework;
• inadequate electrical supply;
• damaged cabinetry;
• non-compliant existing work;
• asbestos or other hazardous material; or
• undocumented underground or concealed services.

If a pre-existing condition creates an immediate risk, the installer may pause work until the issue is made safe.

This section does not limit our responsibility for damage caused by our negligence, breach of contract or failure to meet an applicable consumer guarantee.

17. Variations and Additional Work

If conditions at the property differ materially from the information provided, additional work may be required.

Where reasonably practicable, we or the installer will explain:

• the additional work required;
• why it is required;
• the estimated additional charge; and
• any effect on the installation timeframe.

Additional chargeable work will not normally proceed without your approval.

Urgent work reasonably necessary to prevent injury, uncontrolled water loss or property damage may be carried out where obtaining prior approval is not reasonably practicable. Any charge for urgent work must be reasonable in the circumstances.

18. Installation Appointments

You must notify us as soon as reasonably possible if you need to change or cancel an installation appointment.

A reasonable cancellation, travel or re-attendance charge may apply where:

• the property cannot be accessed;
• no authorised person is available where required;
• the installation area has not been cleared;
• necessary approvals have not been obtained;
• the information supplied about the site was materially inaccurate; or
• an appointment is cancelled without the notice stated in the booking confirmation.

Any applicable charge must have been disclosed before it is incurred, where reasonably practicable.

No cancellation fee will apply where prohibited by law or where the cancellation results from our failure to provide the service as agreed.

19. Completion and Handover

After installation, we or the installer will, where applicable:

• test the installed system;
• check visible connections for leaks;
• explain basic operation;
• provide relevant operating or maintenance information; and
• explain applicable filter replacement requirements.

You should inspect the completed work and promptly raise any visible concern.

Signing or acknowledging completion does not remove any rights you may have in relation to a defect that was not reasonably apparent at the time.

20. Product Operation and Maintenance

You must operate and maintain products reasonably and in accordance with the applicable product manual and instructions.

Depending on the product, this may include:

• replacing filters and membranes at appropriate intervals;
• maintaining suitable water pressure;
• protecting outdoor equipment from weather and physical damage;
• keeping equipment away from freezing or excessive heat;
• addressing leaks promptly;
• using compatible replacement components;
• arranging recommended servicing; and
• not operating the product outside its stated water-quality, temperature, pressure or flow limits.

If a leak occurs, you should take reasonable steps to minimise damage, including turning off the relevant water supply where it is safe to do so, and contact us promptly.

Failure to maintain a product does not automatically remove your legal rights. However, a voluntary warranty claim may be declined to the extent that inadequate maintenance caused or contributed to the claimed problem.

21. Order Cancellations

You may cancel an order for a full refund before:

• the product has been dispatched; and
• any special-order procurement, custom production or modification has commenced.

After dispatch, cancellation will be treated as a change-of-mind return.

A custom-manufactured, specially ordered or customer-modified product may not be cancelled after procurement, production or modification has commenced, except where required by law.

If installation or another service has already begun, you may be responsible for the reasonable value of work properly completed and costs reasonably incurred before cancellation, subject to your legal rights.

22. Change-of-Mind Returns

HG PureWater accepts eligible change-of-mind return requests made within 14 days after delivery.

To qualify, the product must:

• not have been installed, connected, used or exposed to water;
• remain in its original condition;
• include all accessories, manuals, fittings and components;
• be returned in its original undamaged packaging; and
• be accompanied by acceptable proof of purchase.

Change-of-mind returns are not available for:

• installed, connected or used products;
• products that have been exposed to water;
• opened filters, membranes or filtration media;
• custom-manufactured, specially ordered or modified products;
• clearance, demonstration or final-sale products where this was disclosed before purchase;
• completed installation, plumbing or other services;
• delivery or installation charges already incurred; or
• products damaged after delivery through improper handling, storage or transport.

You are responsible for return freight and transit risk for a change-of-mind return.

Original delivery charges are not refundable for a change-of-mind return unless required by law.

Approved refunds will be issued after the returned product has been received and inspected.

This section does not apply where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Further details are provided in our Refunds, Returns & Warranty Policy.

23. Australian Consumer Law

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

Depending on the circumstances, these guarantees may include that:

• products are of acceptable quality;
• products are fit for a disclosed purpose;
• products match their description;
• services are provided with due care and skill;
• services are fit for a disclosed purpose; and
• services are supplied within a reasonable time where no timeframe has been agreed.

If a product or service fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, repeat performance, compensation or another remedy.

The appropriate remedy depends on the circumstances, including whether the failure is major or minor.

Consumer guarantee rights apply automatically and are separate from any voluntary warranty provided by HG PureWater. They may continue after a stated voluntary warranty period expires.

Nothing in these Terms, our Refunds, Returns & Warranty Policy or any other document excludes, restricts or modifies these rights.

24. Voluntary Product Warranty

HG PureWater provides voluntary product warranties against defects in materials and workmanship, subject to the full terms of our Refunds, Returns & Warranty Policy.

Unless a different period is expressly stated in writing, the current voluntary warranty periods are:

• under-sink reverse osmosis systems: 2 years;
• water softeners: 2 years;
• whole-house water filtration systems: 10 years; and
• other products and accessories: 1 year.

Filters, membranes and other filtration media are consumable products. Their normal exhaustion through use is not a manufacturing defect.

A problem caused or contributed to by incorrect installation, misuse, unauthorised modification, unsuitable water conditions or inadequate maintenance may not be covered by the voluntary warranty.

An exclusion will only apply to the extent that the excluded circumstance caused or contributed to the claimed problem.

The voluntary warranty is in addition to, and does not replace, rights under the Australian Consumer Law.

25. Warranty and Consumer Guarantee Claims

To make a claim, contact HG PureWater and provide, where reasonably available:

• your name and contact details;
• your order, invoice or receipt number;
• the product name and model;
• the serial number, where applicable;
• the installation address and date;
• installer details;
• a description of the problem;
• photographs or videos; and
• details of troubleshooting already completed.

We may request reasonable access to inspect, test or collect the product before determining the appropriate remedy.

You should not dismantle, modify or arrange major repairs before we have had a reasonable opportunity to assess the problem, except where immediate action is reasonably necessary to prevent injury or further property damage.

Do not incur freight, plumbing, removal, reinstallation, contractor or repair expenses on our behalf without prior approval, unless urgent action is reasonably necessary to prevent injury or further damage.

Where a claim is valid, we will provide the remedy required under the voluntary warranty or applicable law.

26. Limitation of Liability

Nothing in these Terms excludes, restricts or modifies:

• a consumer guarantee;
• a right or remedy under the Australian Consumer Law;
• liability for personal injury caused by negligence; or
• any other liability that cannot lawfully be excluded or limited.

To the extent permitted by law, HG PureWater is not liable for loss or damage caused by:

• use of a product outside its stated specifications;
• incorrect information supplied by the customer;
• installation performed by an independent contractor engaged directly by the customer;
• unauthorised modification or repair;
• failure to follow operating or maintenance instructions;
• a pre-existing property or plumbing defect;
• incoming water conditions outside the product’s stated operating limits; or
• an event outside our reasonable control.

An exclusion applies only to the extent that the relevant circumstance caused or contributed to the loss.

To the extent permitted by law, neither party is liable for indirect or consequential loss that was not reasonably foreseeable when the contract was formed.

27. Website Accounts

You may need to create an account to use certain website features.

You must provide accurate and current information and keep your login credentials secure.

You are responsible for activity carried out through your account unless the activity occurred because of a security failure for which we are responsible.

You must notify us promptly if you suspect unauthorised access to your account.

We may suspend access where reasonably necessary to:

• protect website security;
• investigate suspected fraud;
• prevent unlawful activity; or
• protect other users.

Suspending an account does not remove any existing order, refund, warranty or consumer guarantee rights.

28. Acceptable Website Use

You must not:

• use the website for an unlawful or fraudulent purpose;
• attempt to gain unauthorised access to the website or another account;
• introduce malware or malicious code;
• interfere with website operation or security;
• scrape or copy website content on a large scale without permission;
• submit false orders or payment information; or
• impersonate another person.

We may restrict access where reasonably necessary to protect the website, our business or other users.

29. Intellectual Property

Unless otherwise stated, website content including text, graphics, product photographs, videos, logos, manuals, page layouts and software is owned by or licensed to HG PureWater.

You may view and print website content for personal, non-commercial use.

You must not reproduce, republish, modify, distribute, sell or commercially exploit our content without prior written permission, except where permitted by law.

HG PureWater names, branding and logos must not be used in a way that suggests an association, approval or endorsement that does not exist.

30. Customer Reviews and Submitted Content

If you submit a review, photograph, video or testimonial, you confirm that:

• the content is truthful and based on your genuine experience;
• you have the right to submit it;
• it does not infringe another person’s rights;
• it does not contain unlawful, defamatory or misleading material; and
• it does not contain unnecessary personal information about another person.

You grant us a non-exclusive, royalty-free licence to display, reproduce and adapt the submitted content for our website and business communications.

We will not materially change the meaning of a customer review.

You may contact us to request removal of content you submitted. We will consider the request reasonably, subject to legal and record-keeping requirements.

31. Privacy

We handle personal information in accordance with our Privacy Policy and applicable privacy laws.

Information may be used or disclosed as reasonably necessary to:

• process orders and payments;
• arrange delivery;
• arrange installation;
• provide customer support;
• administer refunds and warranty claims;
• prevent fraud;
• maintain business records; and
• comply with legal obligations.

Our Privacy Policy is available on the HG PureWater website.

32. Third-Party Services and Links

Our website may use or link to third-party services, including payment providers, couriers, hosting providers and independent contractors.

Third-party services may be subject to their own terms and privacy policies.

We are not responsible for the content or independent practices of a third-party website.

Using a third-party service does not remove any responsibility that HG PureWater has under applicable law.

33. Electronic Communications

You agree that we may communicate with you electronically regarding:

• quotations;
• orders;
• invoices;
• payments and refunds;
• delivery updates;
• installation appointments;
• product safety information;
• warranty or support matters; and
• changes relevant to your transaction.

Electronic communications may be sent to the email address or telephone number you provide.

You are responsible for keeping your contact details current.

34. Events Beyond Reasonable Control

Neither party is responsible for delay caused by an event outside that party’s reasonable control, including natural disasters, severe weather, fire, flood, transport disruption, industrial action, public emergencies, government restrictions, utility failures or major supplier disruption.

The affected party must take reasonable steps to minimise the delay.

If a delay becomes substantial, we will discuss available options with you, which may include a revised delivery date, an alternative product or cancellation and refund of the affected unperformed portion.

This section does not limit any right you may have under the Australian Consumer Law.

35. Complaints and Disputes

Please contact HG PureWater first if you have a complaint.

Provide your order or invoice number, a description of the issue and the outcome you are seeking.

We will:

• acknowledge the complaint within a reasonable period;
• investigate it fairly;
• request further information where reasonably necessary; and
• provide a response within a reasonable period.

If a complaint cannot be resolved directly, you may be entitled to seek assistance from Consumer Affairs Victoria, another state or territory consumer protection body, the Building and Plumbing Commission where applicable, or an appropriate court or tribunal.

Nothing in this section prevents either party from seeking urgent legal relief.

36. Changes to These Terms

We may update these Terms to reflect changes to:

• our website;
• our products or services;
• our business practices;
• technology; or
• applicable laws.

Updated Terms will be published with a revised “Last updated” date.

Unless required by law or agreed with you, an update will not retrospectively change the terms of an order or quotation already accepted.

37. Governing Law

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

The parties submit to the courts and tribunals having jurisdiction in Victoria.

This section does not require a consumer to waive any right to bring a claim in another jurisdiction where that right cannot lawfully be excluded.

38. General Provisions

If part of these Terms is invalid or unenforceable, that part will be read down or removed to the minimum extent necessary. The remaining provisions will continue to apply.

A delay in exercising a right does not waive that right.

We may use employees, agents, couriers, tradespeople and subcontractors to perform our obligations. This does not remove any responsibility that cannot lawfully be transferred or excluded.

You may not transfer an order or agreement without our consent where the transfer would materially affect our obligations.

Headings are provided for convenience and do not affect interpretation.

39. Contact Us

For questions about these Terms, an order, delivery, installation, refund or warranty claim, contact:

Australian Home Guards Pty Ltd trading as HG PureWater

ABN: 63 638 977 572
Address: 11/85 Whitehorse Road, Blackburn VIC 3130, Australia
Email: info@hgpurewater.com.au
Telephone: 1300 883 058