Refunds, Returns & Warranty Policy
At Pristine Filtration, we are committed to supplying high-quality water filtration systems built for reliability, safety, and performance. This policy explains your rights under the Australian Consumer Law (ACL), the details of our 2 years manufacturing warranty, and how refunds, returns, and warranty claims are handled. It applies to all purchases, including those made via Zip Pay, Brighte, or other finance providers.
1. Consumer Guarantees (ACL)
Under the ACL, you are entitled to a repair, replacement, or refund if a product you purchase from us:
Has a genuine manufacturing defect,
Is not of acceptable quality, unsafe, or not durable for a reasonable period,
Is not fit for its intended or advertised purpose, or
Does not match the description, specifications, or sample provided.
These statutory rights apply automatically and cannot be excluded.
2. Our 2 Years Manufacturing Warranty
In addition to your statutory rights, every system purchased through Pristine Filtration is backed by a 2 years manufacturing warranty covering defects in materials or workmanship.
2.1 What’s Covered
Manufacturing faults in housings, fittings, and major components.
Defects caused by errors in assembly, materials, or construction.
2.2 What’s Not Covered (Exclusions)
Consumables such as filter cartridges, seals, and O-rings.
Normal wear and tear.
Surface rust, corrosion, or staining caused by scratches, dents, chips, or insufficient maintenance of stainless-steel components.
Powder-coated finishes that are scratched, chipped, or damaged through use, handling, transport, or installation.
Cosmetic issues that do not affect performance.
Damage during installation (customer or installer caused).
Improper or unauthorised installation, including installation by an unlicensed or unqualified person.
Misuse, neglect, abuse, impact damage, or exposure to unsuitable conditions (corrosive chemicals, extreme heat, freezing, direct sunlight where not designed).
Alterations or modifications to the system.
Failure to maintain the system, including not replacing cartridges as recommended.
2.3 Conditions
Warranty is valid only where installed and maintained in line with manufacturer recommendations and industry standards.
Proof of purchase (invoice or receipt) must be supplied.
Warranty is non-transferable and applies only to the original purchaser.
3. Change of Mind
Due to the bulky and custom-supplied nature of water filtration systems, we do not accept returns for change of mind once goods have been dispatched or supplied. Please confirm product suitability with our team prior to purchase if unsure.
4. Installation & Installer Liability
Pristine Filtration supplies systems on a supply-only basis unless otherwise agreed in writing. Installation must be carried out by a licensed plumber.
Any damage caused during installation is the responsibility of the installer.
Incorrect or negligent installation voids warranty coverage.
Where the customer engages their own plumber, claims must be directed to that installer.
Pristine Filtration accepts no liability for property damage, water damage, or consequential loss resulting from faulty installation.
5. Damaged or Faulty Products
5.1 Transit Damage
If Pristine Filtration arranges delivery: We accept responsibility until delivery to your nominated address. Damaged goods will be replaced or repaired at no cost.
If you arrange your own courier/collection: Risk transfers to you once the goods leave our warehouse or supplier.
5.2 Faulty Products
Where a product is confirmed faulty, we will repair, replace, or refund it in line with ACL rights or our 2 years manufacturing warranty.
6. How to Make a Claim
1. Contact us at support@pristinefiltration.com.au within 14 days of delivery (or promptly if a fault develops later).
2. Provide proof of purchase and details of the issue (with photos where possible).
3. We will assess whether the claim is covered under ACL, warranty, or an exclusion.
4. If a return is required, packaging and shipping instructions will be provided.
7. Costs of Returns
If the claim is valid, we will cover reasonable return freight costs.
If the issue is not covered (e.g., installer error, misuse, cosmetic damage, or maintenance neglect), you may be responsible for freight and service charges.
8. Finance Purchases (Zip Pay, Brighte, etc.)
Refunds will be returned to the original finance provider account.
Instalments already paid are managed directly by the provider.
Refunds cannot be issued 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 loss (including property damage, water damage, loss of business, or personal injury) arising from use, installation, or failure of any product.
This does not override your rights under the ACL.
10. Customer Responsibilities
To keep warranty coverage valid, you must:
Ensure installation is completed by a licensed plumber.
Replace filters and consumables as per manufacturer guidelines.
Maintain stainless-steel and powder-coated surfaces to prevent corrosion and staining.
Avoid misuse, neglect, and unsuitable environmental conditions.
Failure to comply may void warranty protection.
11. Contact
📧support@pristinefiltration.com.au
📞0421 663 229