FILTEC Refunds & Returns

    Click & Collect

    FILTEC offers free Click & Collect in association with our Partner network located throughout Australia and New Zealand. Our partners are product experts and provide additional service and advice and can in most cases assist with installation if required.

    You will need a copy of your order reference to collect goods if someone is collecting on your behalf, as they will need a copy of your order reference.

    FILTEC will contact you with details when your order will be ready for collection.

    Delivery

    FILTEC at its discretion will send goods directly or via a local agent to the customerโ€™s address. Shipping charges are determined by the size and weight of the items in your shopping cart. The service selected for delivery will vary depending on location, the size or type of products purchased.

    Estimated delivery times:

    • North Island 2-3 business days
    • South Island 2-4 business days
    • Extra-large or heavy items may incur an additional delivery time of 2-4 days
    • Times quoted above are estimates and you may experience delivery delays

    Warranty

    FILTEC products have a minimum of 12 months warranty from the date of installation but please check supplied product information or with your FILTEC local partner to confirm if the warranty period is longer as this can often be the case.

    Incorrect installation or installation by a person not suitably qualified voids the warranty.

    Wherever possible FILTEC or our assigned agent will endeavour to repair any fault to a factory issue standard. Where it is not possible or practical to do this, we will replace the goods at FILTECโ€™s discretion. If these two options are not available, then you have the option of a refund.

    A warranty form must be completed

    Refunds and Returns

    Overview

    While the Consumer Guarantee Act and Fair Trading Act provide the basis for our returns policy, here are some additional points

    • Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we canโ€™t offer you a full refund or exchange.
    • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
    • To complete your return, we require a copy of your receipt or proof of purchase.
    • Please do not send your purchase back to the manufacturer.

    There are certain situations where only partial refunds are granted:

    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery

    Refunds

    Once your return is received and inspected or it has been seen by one of our FILTEC Residential Partners, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

    Shipping costs are non-refundable. If it is agreed that a refund will be paid, the cost of shipping will be deducted from your refund.

    Late or Missing Refunds

    If you havenโ€™t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If youโ€™ve done all of this and you still have not received your refund yet, please contact us at supportnz@filtecwater.com or  supportau@filtecwater.com

    Exchanges

    If you believe your product is defective or has been damaged in transit, please email us at supportnz@filtecwater.com or supportau@filtecwater.com with your phone number, the invoice number, a description of the issue and any relevant images. FILTEC will contact you to discuss the situation.

    Shipping Returns

    If you are advised by FILTEC to return your product you will be responsible for paying for your own shipping costs for returning your item to the address nominated by FILTEC.

    If you are returning high value items, we recommend using a courier service with a track and trace option. We canโ€™t guarantee that we will receive your returned items.

    Shipping costs are non-refundable. If it is agreed that a refund will be paid, the cost of shipping will be deducted from your refund.

    Depending on where you live, the time taken for your exchange product to reach you may vary.

    Need help?

    Contact us for questions related to refunds and returns.

    AU: supportau@filtecwater.com

    1300 FILTEC

    NZ: supportnz@filtecwater.com

    09 274 4223