Refunds, Returns & Warranty Policy
Effective Date: 2 February 2025
Last Updated: 18 February 2026
At Pristine Filtration, we supply premium water filtration systems engineered for durability, safety, and long-term performance.
This Policy outlines:
• Your rights under the Australian Consumer Law (ACL)
• Our 5-Year Manufacturing Warranty
• How returns and refunds are handled
• Installation and maintenance requirements
This Policy applies to all purchases, including finance purchases (Zip, Brighte or similar providers).
1. Consumer Guarantees (Australian Consumer Law)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
• A replacement or refund for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure
This warranty is provided in addition to, and does not limit or replace, your rights under the ACL.
2. 5-Year Manufacturing Warranty
Each eligible system purchased through Pristine Filtration is backed by a 5-Year Manufacturing Warranty covering defects in materials and workmanship under normal domestic use and proper installation.
This warranty period begins on the original date of purchase.
Replacement parts or repairs provided under this warranty do not extend or restart the original warranty period.
2.1 What’s Covered
• Manufacturing faults in housings, fittings, and major components
• Defects caused by errors in assembly, materials, or construction
• Structural failures of stainless-steel housings under normal operating conditions
If a product fault is confirmed, Pristine Filtration will, at its discretion:
• Repair the defective part or component; or
• Replace the defective product or part; or
• Provide a refund if repair or replacement is not viable
2.2 What’s Not Covered (Exclusions)
This warranty does not cover:
• Consumables such as filter cartridges, seals, and O-rings
• Normal wear and tear or cosmetic blemishes not affecting performance
• Surface rust, corrosion, or staining caused by scratches, dents, chips, or insufficient maintenance
• Powder-coated finishes scratched or chipped during handling, transport, or installation
• Minor lifting, bubbling, or wear of logo decals (cosmetic only)
• Damage caused by incorrect or unlicensed installation
• Misuse, neglect, impact damage, or modification
• Freezing, excessive pressure, water hammer, or unsuitable water quality
• Exposure to chemicals, UV radiation, or harsh environmental conditions
• Failure to replace filter cartridges as recommended
• Products used for commercial or non-residential applications unless otherwise stated
3. Conditions of Warranty
To maintain eligibility under this warranty:
• The system must be installed and serviced by a licensed plumber in accordance with Australian plumbing standards and manufacturer instructions
• Proof of purchase must be supplied with any claim
• The warranty applies only to the original purchaser
• Filters must be replaced on schedule using genuine Pristine Filtration filters
• The system must be properly maintained
Failure to comply with these conditions may void warranty coverage.
4. Supply-Only & Installation Liability
Pristine Filtration is a supply-only business unless otherwise agreed in writing.
We do not provide plumbing services.
All systems must be installed by a licensed plumber.
This warranty does not cover installation faults or damage caused during installation.
All installation-related issues — including leaks, damage, or incorrect setup — are the responsibility of the installer engaged by the customer.
Pristine Filtration accepts no liability for property damage, water damage, or consequential loss resulting from:
• Installation
• Misuse
• Modification
• Failure to follow instructions
5. Change of Mind
Due to the bulky and specialised nature of our systems:
We do not accept returns for change of mind once goods have been:
• Dispatched
• Delivered
• Opened
• Installed
• Connected to plumbing
Please confirm suitability prior to purchase.
6. Transit Damage
If We Arrange Delivery
If goods arrive visibly damaged:
• Notify us within 48 hours
• Provide clear photos
• Retain packaging
We will assess and arrange repair or replacement where appropriate.
If You Arrange Collection or Freight
Risk transfers once goods leave our premises or supplier.
Claims must be directed to your freight provider.
7. How to Make a Warranty Claim
To lodge a claim:
Email support@pristinefiltration.com.au
Provide your name, order number, and date of purchase
Provide a clear description of the issue
Include clear photos or short video evidence
Our team will assess whether the claim is covered under this warranty or the ACL.
If approved:
• We will repair, replace, or refund (at our discretion)
• We will cover reasonable return freight for valid claims
If not covered:
• We will notify you and may offer repair or replacement at cost
8. Finance Purchases
If purchased via Zip, Brighte or another finance provider:
• Refunds will be processed back to the original finance account
• Instalments already paid are managed by the provider
• We cannot refund directly to a bank account where finance was used
9. Limitation of Liability
To the fullest extent permitted by law:
Our liability is limited to repair, replacement, or refund of the product.
We are not liable for:
• Indirect or consequential losses
• Water damage
• Property damage
• Loss of business
• Personal injury
• Installer labour costs
Nothing in this Policy excludes or limits your rights under the Australian Consumer Law.
10. Contact
Pristine Filtration
Sunshine Coast, QLD 4560
support@pristinefiltration.com.au
1300 989 312
www.pristinefiltration.com.au