Refund policy

RETURNS & REFUNDS

The short version: you have 30 days from delivery to change your mind. If it doesn't fit your tap, or you just don't love it, send it back for a full refund. We cover return postage within Australia. No fee, no fine print.

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-day change-of-mind return described below is offered in addition to these rights, not instead of them.

30-DAY CHANGE OF MIND

You have 30 days from the day your order arrives to request a return, for any reason.

To be eligible, the filter needs to come back in the condition you received it, with the adapter kit and everything else that came in the box. Fitting it to your tap and trying the water is exactly what the 30 days are for — that won't void your return.

HOW TO START A RETURN

Email us at hello@nerowater.com.au with your order number and we'll take it from there. We'll send you a prepaid return label with the return address on it, so there's nothing to work out on your end.

Please get in touch before sending anything back — parcels that turn up without a return arranged first can't be processed.

DAMAGED, FAULTY, OR THE WRONG ITEM

Have a look at your order when it arrives. If anything is damaged, defective, or not what you ordered, email us straight away and we'll make it right — a replacement or a full refund, whichever you'd prefer. This isn't limited to 30 days; it's covered by the consumer guarantees above.

WHAT WE CAN'T TAKE BACK

Cartridges that have been opened or fitted can't be returned, for hygiene reasons. Unopened cartridges are fine. If you're returning a filter that came with cartridges, send back the ones you haven't opened — you don't need to return one you've already used.

REFUNDS

Once your return arrives we'll check it over and email you either way. If it's approved, the refund goes back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it.

If it's been more than 15 business days since we approved your return and you still haven't seen the money, email us at hello@nerowater.com.au and we'll chase it.

QUESTIONS?

Email us at hello@nerowater.com.au. We aim to respond within one business day.

Last updated: 10 August 2026