Returns and refunds
Last updated 8 November 2026.
We want you to be happy with your purchase. This policy explains how returns and refunds work for online orders.
Your rights under the 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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty, damaged or incorrect items
If a product is faulty, arrives damaged or isn’t what you ordered, contact us with your order number, a description of the problem and photos where possible. We’ll repair, replace or refund it in line with the Australian Consumer Law, and cover the cost of returning it to us.
Many of our products also come with a warranty against defects — for example, 5 years on our triple-stage whole house system and 3 years on our 3-way filter taps. See our warranty policy for what’s covered and how to make a claim.
Change of mind
Please choose carefully, as we don’t offer refunds or exchanges if you simply change your mind. If you’re not sure which product suits your home, contact us before you order and we’ll help you choose.
This doesn’t affect your rights under the Australian Consumer Law if a product is faulty, arrives damaged or isn’t what you ordered.
How refunds are paid
If you’re entitled to a refund, we’ll pay it to your original payment method once we’ve received and checked the returned item. Depending on your bank, the refund can take several business days to appear.
Contact us
Email elitefiltration@outlook.com or call 0489 270 364.
