Refund policy

Returning and/or Replacing Goods
We will gladly accept return of merchandise which was mistakenly ordered or no longer required but we do not sell seconds so it must be in a resalable 1st condition (i.e. not damaged, wet or soiled). and a return request must be submitted within 14 days of receipt.

We do understand that you may have removed or damaged packing before you realized the  product unsuitable for your requirements. Please keep as much of the packaging and return with the goods. If there are any additional charges incurred to repackage then this will be deducted from the refund. 

For unwanted merchandise the cost of return shipping shall be the responsibility of the customer. Goods which are not standard stock and supplied on special order will be subject to a 20% restocking fee. 

Please Return to:

Water Filters Online

9 Clemway Place

Henderson, Auckland 0610

Damaged or Incorrectly Picked Merchandise
We will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No material will be accepted or replacements issued without prior approval to return such merchandise. Filing of claims will be our responsibility.

Refunds (Freight and Card Processing Fee)
When refunding, we will only refund the cost of the product and cannot refund the fixed freight cost portion of the order which is a non-recoverable cost to us. 

Due to us adopting a fixed freight cost policy, sometimes the actual cost of the freight to us is more than the amount we have on-charged, so we reserve the right to recover this shortfall when goods are returned through no fault of our own.    

Shopify payments charges a card processing fee on every payment received (excluding Bank transfers). We absorb this cost and do not on-charge this on the original order, but unfortunately this is not recoverable by us when a refund is processed, so when refunding, we will recover this cost and will deduct 3% for Mastercard/Visa and 4% for Amex of total paid to cover this.