This Refunds, Returns & Warranty Policy applies to products and services supplied by Australian Home Guards Pty Ltd trading as HG PureWater (“HG PureWater”, “we”, “our” or “us”).
This policy should be read together with our Terms and Conditions, product instructions, installation requirements and any written quotation or invoice issued with your purchase.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
1. Australian Consumer Law
Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
These consumer guarantees apply automatically and are separate from, and may continue beyond, the voluntary warranty periods provided by HG PureWater.
Where a product or service does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or compensation, depending on the nature and severity of the problem.
A major failure may include circumstances where a product:
- would not have been purchased by a reasonable consumer had they known about the problem;
- is substantially unfit for its normal purpose and cannot easily be repaired;
- is substantially unfit for a purpose disclosed to HG PureWater before purchase;
- is materially different from its description or sample; or
- is unsafe.
Nothing in this policy limits your rights in relation to a major or minor failure under the Australian Consumer Law.
2. Change-of-Mind Returns
HG PureWater accepts change-of-mind return requests made within 14 days of delivery, provided that the product:
- has not been installed, connected or used;
- has not been exposed to water;
- remains in its original condition;
- is returned with all accessories, manuals, fittings and components;
- is returned in its original undamaged packaging; and
- is accompanied by acceptable proof of purchase.
Change-of-mind returns are not available for:
- products that have been installed, connected, used or exposed to water;
- opened filter cartridges, RO membranes or other filtration media;
- products manufactured, ordered or modified specifically for the customer;
- clearance, demonstration or final-sale products where this was disclosed before purchase;
- installation, plumbing or other services that have already been completed;
- delivery or installation charges already incurred; or
- products damaged after delivery due to improper handling, storage or transport by the customer.
Customers are responsible for return freight and any associated transit insurance for change-of-mind returns. Original delivery charges are not refundable unless required by law.
Products remain the customer’s responsibility until received and inspected by HG PureWater.
Approved change-of-mind refunds will be issued to the original payment method after the returned product has been inspected.
This section does not apply where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.
3. Order Cancellations
An order may be cancelled for a full refund before it has been dispatched or before special-order work has commenced.
Once an order has been dispatched, cancellation will be treated as a change-of-mind return.
Custom-manufactured, specially ordered or modified products may not be cancelled after production, procurement or modification has commenced, except where required under the Australian Consumer Law.
4. Faulty, Damaged or Incorrect Products
Please contact HG PureWater as soon as reasonably possible where a product:
- arrives damaged;
- is faulty;
- is unsafe;
- is materially different from its description;
- is missing components;
- is not the product ordered; or
- does not perform as reasonably expected.
For delivery damage, we recommend contacting us within 48 hours and keeping the packaging so that the issue can be documented and assessed. This recommended notification period does not limit your rights under the Australian Consumer Law.
Depending on the circumstances and your legal entitlements, HG PureWater may arrange:
- inspection or testing;
- supply of missing components;
- repair;
- replacement;
- refund; or
- another appropriate remedy.
You do not need to retain the original packaging to exercise rights relating to a faulty product, although keeping the packaging may assist with safe transport and assessment.
Product Warranty
5. Warranty Periods
Subject to the terms of this policy, HG PureWater provides the following voluntary product warranties against defects in materials and workmanship:
| Product category | Warranty period |
|---|---|
| Under-sink reverse osmosis systems | 2 years |
| Water softeners | 2 years |
| Whole-house water filtration systems | 10 years |
| Other products and accessories | 1 year |
The warranty period begins on the original purchase date or, where installation was arranged by HG PureWater and recorded on the invoice, the installation date.
The warranty applies to products supplied under the HG PureWater brand unless a different warranty period is expressly stated in writing on the product quotation, invoice or product warranty document.
This voluntary warranty is provided in addition to rights and remedies available under the Australian Consumer Law.
6. Under-Sink Reverse Osmosis Systems
HG PureWater under-sink reverse osmosis systems are covered by a two-year product warranty against defects in materials and workmanship.
Subject to the exclusions in this policy, the warranty may cover eligible system components including:
- system housing;
- pumps;
- internal valves;
- control boards;
- displays;
- power adaptors;
- approved electronic components; and
- other non-consumable components supplied as part of the system.
Replaceable filters, membranes and filtration media are excluded as described in Section 9.
7. Whole-House Water Filtration Systems
HG PureWater whole-house water filtration systems are covered by a ten-year product warranty against defects in materials and workmanship.
Subject to the exclusions in this policy, the warranty applies to eligible non-consumable system hardware originally supplied by HG PureWater.
The ten-year warranty does not mean that filter cartridges or filtration media will last for ten years. Filter cartridges and filtration media must be replaced at the recommended intervals based on water quality, usage and system conditions.
Replaceable filters and filtration media are excluded as described in Section 9.
8. Other Products
Products classified as “Other products and accessories” under Section 5 are covered by a one-year product warranty against defects in materials and workmanship, unless a different warranty period is expressly stated in writing.
This category may include:
- filtration faucets and mixer taps;
- shower filters;
- faucet filters;
- pumps and accessories;
- replacement housings;
- monitoring devices;
- electrical accessories; and
- other water treatment products and accessories not otherwise classified in Section 5.
Replaceable filtration media and consumable items remain subject to Section 9.
9. Filter Cartridges and Consumable Filtration Media
Due to the nature of water filtration products, the following items are considered consumables and are not covered by HG PureWater’s voluntary product warranty once installed, used or exposed to water:
- sediment filter cartridges;
- activated-carbon filter cartridges;
- carbon-block filters;
- granular activated-carbon filters;
- reverse osmosis membranes;
- post-carbon filters;
- remineralisation cartridges;
- scale-control media;
- softening or treatment media;
- pre-filters and post-filters; and
- other replaceable filtration media.
Filter performance and service life can vary depending on:
- water quality;
- sediment levels;
- chlorine levels;
- hardness and scale;
- water pressure;
- daily water consumption;
- frequency of use;
- local environmental conditions; and
- maintenance practices.
A filter reaching the end of its usable service life, becoming blocked, showing reduced flow or requiring scheduled replacement is not, by itself, considered a product defect.
This exclusion does not apply where a filter or filtration product was faulty, damaged, unsafe or not as described when supplied. Nothing in this section limits any rights available under the Australian Consumer Law.
10. Installation Requirements
Products connected to a building’s water supply must be installed in accordance with:
- applicable Australian laws and plumbing regulations;
- WaterMark installation requirements where applicable;
- manufacturer instructions;
- local water authority requirements; and
- any requirements stated in the HG PureWater quotation or installation guide.
Where required by law, installation must be completed by an appropriately licensed plumber.
HG PureWater’s voluntary warranty may not apply to the extent that a failure was caused or contributed to by:
- incorrect installation;
- installation by an unqualified or unlicensed person where licensing was required;
- incorrect plumbing connections;
- failure to install required pressure-control or backflow-prevention equipment;
- installation in an unsuitable location;
- exposure to direct sunlight, freezing conditions or weather without suitable protection; or
- work performed contrary to the product instructions.
An installation issue does not automatically void the entire warranty. Any exclusion will apply only to the extent that the installation issue caused or contributed to the claimed failure.
11. Maintenance Requirements
Customers must operate and maintain products reasonably and in accordance with the applicable instructions.
This includes, where relevant:
- replacing filters at appropriate intervals;
- maintaining suitable water pressure;
- protecting outdoor equipment from weather and physical damage;
- addressing leaks promptly;
- using approved replacement components;
- arranging recommended servicing; and
- not operating equipment outside its specified water-quality or temperature limits.
Failure to perform maintenance will not automatically remove all warranty rights. However, HG PureWater may decline a voluntary warranty claim to the extent that the failure was caused or made worse by inadequate maintenance.
Consumer guarantee rights under the Australian Consumer Law continue to apply independently.
12. Warranty Exclusions
To the extent permitted by law, the voluntary HG PureWater product warranty does not cover a problem caused or contributed to by:
- normal wear and tear;
- filters, membranes or other consumable filtration media;
- incorrect, incomplete or unauthorised installation;
- misuse, neglect, abuse or accidental damage;
- use for a purpose outside the product’s specifications;
- modification or repair not authorised by HG PureWater;
- use of incompatible components or chemicals;
- damage caused by excessive or insufficient water pressure;
- pressure surges, water hammer or flow conditions outside product specifications;
- poor incoming water quality outside the product’s stated operating limits;
- excessive sediment, scale, iron, salt, chemicals or other contaminants;
- blocked or exhausted filter cartridges;
- freezing, frost, heat, fire, flood or storm;
- direct sunlight, weather exposure or corrosion resulting from an unsuitable installation location;
- insects, vermin or foreign objects;
- electrical surge, unstable power supply or incorrect voltage;
- relocation or reinstallation of the system;
- damage during transport not arranged by HG PureWater;
- cosmetic damage that does not affect normal operation;
- failure to follow operating, maintenance or replacement instructions; or
- an external plumbing, drainage, tap, appliance or building fault not caused by the supplied product.
HG PureWater will not decline a claim merely because a non-HG PureWater part or service was used. An exclusion will apply only where that part, service or action caused or contributed to the claimed problem.
These exclusions do not limit rights and remedies that cannot lawfully be excluded under the Australian Consumer Law.
13. Installation and Workmanship
Where installation services are supplied or arranged by HG PureWater, those services will be provided with due care and skill and in accordance with applicable consumer guarantees.
A product warranty and an installation workmanship issue are assessed separately.
HG PureWater is not responsible for pre-existing plumbing, drainage, cabinetry, electrical, structural or water-pressure problems that were not caused by HG PureWater or its appointed installer.
Where an independent installer is engaged directly by the customer, installation workmanship claims should normally be raised with that installer. HG PureWater will continue to assess any separate claim relating to a product supplied by HG PureWater.
14. Making a Warranty or Consumer Guarantee Claim
To make a claim, contact HG PureWater using the details at the end of this policy.
Please provide, where reasonably available:
- your name and contact details;
- invoice number, order number or other proof of purchase;
- product name and model;
- product serial number, where applicable;
- installation address;
- installation date;
- installer details;
- a clear description of the problem;
- photographs or videos showing the issue; and
- details of any troubleshooting already completed.
HG PureWater may request reasonable access to inspect, test or collect the product before determining the appropriate remedy.
Customers should not dismantle, modify or arrange major repairs before HG PureWater has had a reasonable opportunity to assess the problem, except where immediate action is reasonably necessary to prevent injury or property damage.
15. Assessment and Remedies
HG PureWater will assess claims within a reasonable time.
Where a valid claim is accepted, HG PureWater may provide an appropriate remedy, including:
- technical assistance;
- replacement components;
- repair;
- replacement of the product;
- reimbursement of reasonable approved repair costs;
- refund; or
- another remedy required by the Australian Consumer Law.
For a minor failure, HG PureWater may choose to repair the product, replace it or provide another appropriate remedy.
For a major failure, the customer may have the right to reject the product and choose a refund or replacement, in accordance with the Australian Consumer Law.
Replacement products or components may be new or equivalent in performance and quality, subject to applicable law.
Where an identical product is no longer reasonably available, HG PureWater may offer an equivalent product or another remedy agreed with the customer.
16. Inspection, Freight and Service Costs
Customers must not incur freight, plumbing, removal, reinstallation, repair or contractor expenses on behalf of HG PureWater without prior approval, unless urgent action is reasonably necessary to prevent injury or further property damage.
For accepted claims:
- HG PureWater will cover reasonable costs for an approved remedy where required under this warranty or the Australian Consumer Law;
- reasonable approved return freight may be arranged or reimbursed;
- where an on-site assessment is reasonably required and the claim is valid, HG PureWater will determine an appropriate arrangement for the inspection and remedy; and
- any reimbursement must be supported by appropriate receipts or invoices.
Where an inspection establishes that there is no product defect and the issue was caused by an excluded circumstance, HG PureWater may charge a reasonable inspection, travel, freight or service fee, provided the customer was informed of the potential charge before it was incurred.
Customers in remote or regional areas should contact HG PureWater before arranging transport or service attendance so that a reasonable claim process can be agreed.
17. Refund Processing
Approved refunds will generally be made using the original payment method.
Refund processing may take approximately 5–10 business days after approval, depending on the payment provider or financial institution.
Where a purchase included products and installation services, the refundable amount will depend on:
- whether the product or service has been supplied;
- whether the problem relates to the product, the service or both;
- the seriousness of the failure; and
- the remedies available under the Australian Consumer Law.
Delivery, installation and other service charges will be refunded where required by law.
18. Proof of Purchase
Customers may be asked to provide proof that the product or service was purchased from HG PureWater or an authorised HG PureWater reseller.
Acceptable proof may include:
- a tax invoice;
- order confirmation;
- bank or card statement;
- receipt;
- warranty registration;
- product serial number linked to an order; or
- other reasonable evidence of purchase.
A customer’s rights will not be refused solely because the original paper receipt is unavailable where other reasonable proof of purchase can be provided.
19. Products Purchased from Resellers
Where a product was purchased from an authorised reseller, customers may contact either the reseller or HG PureWater for assistance, depending on the nature of the claim.
Customers retain any rights they have against the business that sold the product.
HG PureWater may request the reseller’s invoice or other proof that the product was supplied through an authorised channel.
20. Limitation of This Policy
Nothing in this policy excludes, restricts or modifies:
- a consumer guarantee;
- a right or remedy under the Australian Consumer Law; or
- any other right that cannot lawfully be excluded, restricted or modified.
Where any provision of this policy is inconsistent with a mandatory legal right, the mandatory legal right will apply.
21. Contact Details
Australian Home Guards Pty Ltd trading as HG PureWater
Address:
11/85 Whitehorse Road
Blackburn VIC 3130
Australia
Email: info@hgpurewater.com.au
Phone: 1300 883 058
ABN: 63 638 977 572
When contacting us, please include your order or invoice number and a description of the issue.
Important Warranty Document Notice
The warranty information supplied with each product must include all information required for a warranty against defects under the Australian Consumer Law, including the prescribed Australian Consumer Law statement.
The warranty document should be retained together with the customer’s invoice and installation records.