Terms of service
TERMS OF SERVICE AND TERMS OF TRADE
Last updated: 6 August 2026
1. ABOUT WATER FILTERS ONLINE
Water Filters Online is a trading name used by the trustees of the Bacca Trading Trust.
In these Terms, “Water Filters Online”, “we”, “us” and “our” refer to those trustees trading as Water Filters Online.
We are a New Zealand business operating in trade.
NZBN: 9429045787249
Business address:
9 Clemway Place
Henderson
Auckland 0610
New Zealand
Email: kiaora@waterfiltersonline.co.nz
Telephone: 0800 936 426
We operate as an e-commerce and dispatch warehouse. We do not have a retail showroom or offer casual walk-in purchasing. Customers may collect confirmed online orders after receiving notification that their order is ready for collection.
2. APPLICATION OF THESE TERMS
These Terms apply when you:
(a) access or use our website;
(b) create or use a customer account;
(c) place an order with Water Filters Online;
(d) purchase any product or service from us; or
(e) submit a review, comment, question or other content through our website.
The provisions concerning website access and content apply whenever you use our website. The provisions concerning orders and purchases apply when you place an order with us.
By placing an order, you agree to the version of these Terms that is published on our website at the time of your order.
Our Privacy Policy, Shipping Policy and Refund and Returns Policy also apply where relevant and form part of these Terms. If there is an inconsistency, the policy dealing specifically with the relevant issue will apply.
Nothing in these Terms limits or excludes any right or remedy that cannot legally be limited or excluded under New Zealand law.
If you place an order on behalf of a business, trust, organisation or another person, you confirm that you are authorised to place the order and accept these Terms on their behalf.
3. CUSTOMER ACCOUNTS
You may be able to purchase from us as a guest or through a customer account.
You must provide accurate, complete and current information when creating an account or placing an order.
You are responsible for keeping your account login information and password secure. Please contact us promptly if you believe that someone has accessed your account without permission.
We may temporarily suspend or restrict access to an account where we reasonably believe this is necessary to:
(a) protect the security of the account or our website;
(b) investigate suspected fraud or unauthorised activity;
(c) prevent misuse of our website; or
(d) address a material breach of these Terms.
We will take reasonable steps to contact you where appropriate before permanently closing an account.
4. PRODUCT INFORMATION
We take reasonable care to ensure that product descriptions, specifications, compatibility information, prices and images on our website are accurate.
Product images may be illustrative. Packaging, labels, colours and minor product details may change from time to time, provided that the change does not materially alter the nature, quality or functionality of the product.
Where a material product detail changes before we accept your order, we will contact you and give you the option of:
(a) accepting the changed product;
(b) selecting an alternative product; or
(c) cancelling the affected item for a full refund.
References to third-party brands, trademarks, model numbers or equipment are generally provided to identify product compatibility. Those trademarks belong to their respective owners. A compatibility reference does not necessarily mean that the product is manufactured, approved or endorsed by the original equipment manufacturer.
Unless a product is specifically identified as a genuine original equipment manufacturer product, it may be a compatible or aftermarket product made by another manufacturer.
5. PRODUCT SELECTION, COMPATIBILITY AND TECHNICAL ADVICE
Product compatibility may depend on factors such as:
(a) the manufacturer and model of your existing system;
(b) cartridge, lamp or component dimensions;
(c) connection and thread sizes;
(d) water pressure and flow rate;
(e) water temperature;
(f) source-water quality and chemistry;
(g) contaminant concentrations;
(h) the intended use of the product; and
(i) the condition and configuration of existing equipment.
You are responsible for providing us with complete and accurate information when requesting product-selection or compatibility advice.
Where possible, please check model numbers, dimensions and specifications before ordering or installing a product.
Any recommendation we make will be based on the information available to us at the time. We may recommend that you provide photographs, measurements, equipment details or water-test results before we recommend a product.
Nothing in this section limits your rights where you tell us the particular purpose for which a product is required and reasonably rely on our skill or judgement when selecting it.
Where source water may contain microbiological, chemical or other health risks, appropriate water testing should be undertaken before selecting a treatment system. Ongoing testing and maintenance may also be required.
The purchase of a filter, ultraviolet system or other water-treatment product does not, by itself, certify that the source water is safe to drink. Unless we expressly agree otherwise in writing, we do not provide certification of the safety or regulatory compliance of a water supply.
Contaminant-reduction, filtration-capacity and performance claims apply only where they are expressly stated for the relevant product and the product is installed, used and maintained under the stated operating conditions.
Actual filter life and treatment performance may vary depending on water quality, contaminant concentrations, flow rate, pressure, usage, installation and maintenance. Any estimated filter or lamp life is a guide rather than a guarantee that every product will last for that exact period.
This section does not limit any guarantee under the Consumer Guarantees Act 1993 that a product will match its description, be of acceptable quality or be fit for a purpose made known to us.
6. AVAILABILITY AND ORDERS
Products displayed on our website are subject to availability.
Placing an order is an offer by you to purchase the products in that order. An automated order-confirmation email confirms that we have received your order but does not necessarily mean that we have accepted it.
We generally accept an order when we confirm it for fulfilment, dispatch it or notify you that it is ready for collection.
Before accepting an order, we may contact you to confirm:
(a) product compatibility;
(b) delivery requirements;
(c) availability;
(d) payment details;
(e) unusually large quantities; or
(f) information needed to process the order.
We may decline or cancel an order before acceptance where:
(a) the product is unavailable;
(b) we cannot deliver to the address provided;
(c) payment has not been received or authorised;
(d) there is an obvious pricing, description or website error;
(e) we reasonably suspect fraud or an unauthorised transaction;
(f) the order appears to have been placed for an unlawful purpose; or
(g) accepting the order would breach a legal or regulatory requirement.
If we decline or cancel an order after payment has been received, we will refund the affected amount using the original payment method where reasonably possible.
You may request cancellation of an order before it is dispatched. We will make reasonable efforts to accommodate your request, but we cannot guarantee cancellation once processing or dispatch has begun. After dispatch, our Refund and Returns Policy will apply.
7. PRICES, GST AND DELIVERY CHARGES
All prices shown on our New Zealand website are in New Zealand dollars and include GST unless clearly stated otherwise.
Delivery charges are additional unless the product or offer expressly states that delivery is included.
The applicable delivery charge will normally be displayed at checkout. Oversized, unusually heavy, rural, remote-location or special-delivery orders may require a separate delivery quotation. We will advise you of any additional charge before accepting the affected order.
We may change our prices at any time, but a price change will not affect an order we have already accepted.
If a product is displayed at an obviously incorrect price, we may correct the error before accepting the order. We will contact you and give you the option of confirming the order at the correct price or cancelling the affected item for a full refund.
8. PAYMENT
You must pay for your order using one of the payment methods offered at checkout or otherwise agreed with us.
Products remain our property until we have received payment in full.
For orders paid by Bank Deposit, payment must be received within three working days after the order is placed unless we agree otherwise.
If Bank Deposit payment is not received within that period:
(a) the order will remain unconfirmed;
(b) we may release any allocated stock;
(c) we may cancel the order; and
(d) if you later wish to proceed, we may revalidate the product price and availability.
Where reasonably possible, refunds will be returned using the same method used for payment. A refund for an order paid by Bank Deposit may require you to provide details of a New Zealand bank account held in your name or the name of the person or organisation that placed the order.
9. DELIVERY AREA
We deliver only to addresses within New Zealand that can be serviced by our chosen carrier.
We do not currently deliver to overseas addresses.
You are responsible for providing a complete and accurate delivery address, including any rural delivery information, business name, unit number, access instructions or other information reasonably required by the carrier.
Please contact us as soon as possible if you discover an address error. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.
You may be responsible for reasonable additional delivery or redelivery costs caused by:
(a) an incorrect or incomplete address supplied by you;
(b) failure to provide necessary access information;
(c) refusal of a correctly supplied order; or
(d) a delivery being returned to us for a reason outside our reasonable control.
We will disclose any additional charge before arranging redelivery.
10. DELIVERY TIMEFRAMES
Dispatch and delivery timeframes displayed on our website or provided in order communications are estimates unless we expressly agree to a particular delivery date.
We will take reasonable steps to dispatch and deliver orders within the stated or agreed timeframe.
Delivery timeframes may be affected by stock availability, carrier delays, weather, natural events, public holidays, rural delivery schedules and other circumstances outside our reasonable control.
If we become aware of a significant delay, we will take reasonable steps to notify you.
Where a delay becomes substantial or we cannot supply an order within a reasonable time, you may contact us to discuss an alternative product or cancellation of the undelivered item for a refund.
We may send an order in more than one shipment. We will not charge an additional delivery fee for splitting an order unless this has been agreed with you beforehand.
11. RISK AND DELIVERY
For consumer orders, risk in a product passes to you when the product is:
(a) delivered to you;
(b) delivered to a person at the delivery address;
(c) collected by you or your authorised representative; or
(d) left at the delivery address in accordance with authority-to-leave instructions expressly provided or approved by you.
This does not limit your rights if the order is damaged, incomplete, incorrectly delivered or not delivered in accordance with your instructions.
Where you authorise a carrier to leave an order unattended, responsibility for the order will generally pass to you once it has been left in the authorised location, provided that the carrier has followed your instructions and the order was in acceptable condition at that time.
12. COLLECTION ORDERS
Collection is available only for orders placed and confirmed in advance.
Please wait until we notify you that your order is ready before travelling to collect it. The collection notification will include the applicable collection instructions.
You or your authorised representative may be asked to provide the order number and suitable identification when collecting an order.
Our premises are an e-commerce and dispatch warehouse and are not a retail showroom. Product browsing, walk-in purchasing and unarranged collections are not available.
13. DAMAGED, MISSING OR INCORRECT ORDERS
Please inspect your order reasonably promptly after delivery and contact us as soon as reasonably possible if:
(a) a product was damaged in transit;
(b) an item or quantity is missing;
(c) you received an incorrect product; or
(d) there is visible damage to the parcel or product.
Prompt notification helps us investigate the matter and, where relevant, raise a claim with the delivery carrier. It is not intended to impose a strict time limit or remove any rights available to you under New Zealand law.
We may reasonably ask you to:
(a) provide photographs of the product, parcel, labels and packaging;
(b) retain the packaging while the matter is investigated;
(c) provide the order number and other relevant information; or
(d) allow us, the manufacturer or another appropriate person to inspect the product.
Please do not install or continue using an incorrect or visibly damaged product where doing so could cause additional damage or create a safety risk.
Where we have supplied an incorrect product, or a product is damaged or faulty in circumstances for which we are responsible, we will arrange the appropriate remedy and cover reasonable return costs where required by law.
14. RETURNS AND CHANGE-OF-MIND PURCHASES
Change-of-mind returns are governed by our Refund and Returns Policy.
We are not required to accept a return merely because you have changed your mind, ordered the incorrect item or no longer require the product. However, we may accept eligible change-of-mind returns in accordance with our published policy.
The conditions that apply to an approved change-of-mind return may include requirements concerning:
(a) the time within which you contact us;
(b) the condition of the product;
(c) original packaging;
(d) whether the product has been installed, used or opened; and
(e) responsibility for return delivery costs.
These change-of-mind conditions do not apply where a return or remedy is required under the Consumer Guarantees Act 1993 or another applicable law.
15. CONSUMER GUARANTEES
Nothing in these Terms limits, excludes or modifies any right or remedy available to a consumer under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.
Where the Consumer Guarantees Act applies, products supplied by us must meet the guarantees required by that Act, including applicable guarantees concerning:
(a) acceptable quality;
(b) fitness for purpose;
(c) matching their description;
(d) safety;
(e) reasonable durability; and
(f) delivery within the agreed time or, where no time is agreed, within a reasonable time.
If a product does not meet an applicable consumer guarantee, the available remedy will depend on the nature and seriousness of the failure and may include repair, replacement, refund or compensation as provided by law.
A manufacturer or supplier warranty is additional to your rights under the Consumer Guarantees Act and does not replace or restrict those rights.
16. PURCHASES IN TRADE
16. PURCHASES IN TRADE
This section applies only where you acquire products or services from us in trade.
The Consumer Guarantees Act 1993 will be excluded from a supply only where:
(a) you acquire the products or services in trade;
(b) we and you expressly agree in writing that the Consumer Guarantees Act will not apply to that supply; and
(c) it is fair and reasonable for the parties to be bound by that agreement.
A separate written agreement may be included in an approved trade-account application, trade-supply agreement, written quotation or other written communication accepted by both parties.
Unless such an agreement has been made, these Terms alone do not automatically exclude the Consumer Guarantees Act.
This section does not apply to a purchase made as a consumer and does not exclude any right or liability that cannot legally be excluded.
17. INSTALLATION
Products must be installed in accordance with:
(a) the manufacturer’s instructions;
(b) the product specifications;
(c) applicable building, plumbing and electrical requirements;
(d) any stated pressure, temperature and flow limitations; and
(e) any safety warnings supplied with the product.
Where installation work is required by law or the product instructions to be undertaken by a qualified, licensed or authorised tradesperson, you are responsible for arranging an appropriately qualified person unless we have separately agreed to provide the installation service.
You are responsible for confirming that the proposed installation location, pipework, electrical supply, water pressure, flow rate and other site conditions are suitable for the product.
After installation, cartridge replacement or servicing, the system should be checked for leaks and monitored to ensure that all connections remain secure.
Unless we have separately contracted to provide installation, an installer engaged by you is an independent contractor and is not our employee or agent. We are not responsible for the installer’s workmanship or omissions.
This section does not exclude responsibility for a defect in a product supplied by us or for installation advice for which we are legally responsible.
18. USE AND MAINTENANCE
You must use and maintain products in accordance with the applicable instructions and specifications.
Water-treatment products may require regular maintenance, including:
(a) cartridge replacement;
(b) ultraviolet lamp replacement;
(c) quartz-sleeve cleaning or replacement;
(d) O-ring inspection and lubrication;
(e) system sanitisation;
(f) media replacement;
(g) pressure checks; and
(h) inspection for leaks, wear or damage.
Failure to perform required maintenance may reduce product performance and may cause damage.
To the extent permitted by law, we are not responsible for a failure, loss or damage to the extent it was caused by:
(a) installation contrary to the applicable instructions;
(b) installation by an unqualified person where a qualified person was required;
(c) use outside the stated pressure, temperature, flow or water-quality specifications;
(d) freezing, water hammer, pressure surges or electrical surges;
(e) misuse, neglect or accidental damage;
(f) unauthorised alteration or modification;
(g) overdue or inadequate maintenance;
(h) use of unsuitable replacement components; or
(i) incomplete or inaccurate information supplied to us.
This clause applies only to the extent that the relevant action or condition caused or contributed to the problem. It does not exclude responsibility for an inherent product fault or for conduct for which we are legally responsible.
19. MANUFACTURER AND SUPPLIER WARRANTIES
Some products include a manufacturer or supplier warranty. The period and conditions of that warranty may vary between products.
Any manufacturer or supplier warranty is in addition to rights that apply under New Zealand consumer law.
We may reasonably require proof of purchase, product details, photographs, serial numbers, operating information or an opportunity to inspect the product when assessing a warranty claim.
Warranty coverage may not apply to damage or failure caused by misuse, incorrect installation, unauthorised modification, use outside specifications or failure to maintain the product, but only to the extent that the relevant action caused the failure.
Filter cartridges, ultraviolet lamps, O-rings, seals and other consumable or service components naturally deteriorate through use. An estimated service life is not a guarantee that a consumable component will last for that exact period. This does not prevent a remedy being available where a component fails prematurely because of a fault covered by law or an applicable warranty.
20. EVENTS OUTSIDE REASONABLE CONTROL
Neither party will be responsible for a delay or failure to perform an obligation to the extent that it is caused by an event outside that party’s reasonable control.
Such events may include severe weather, natural disasters, fire, flood, epidemic, industrial action, transport disruption, carrier failure, power or internet outages, government restrictions, border disruption or an unexpected interruption to supply.
The affected party must take reasonable steps to minimise the effect of the event and resume performance when reasonably possible.
If an event outside our reasonable control prevents us from supplying an order within a reasonable time, you may cancel the unfulfilled portion of the order and receive a refund for that portion.
Nothing in this section limits any right or remedy that cannot legally be excluded.
21. REVIEWS, COMMENTS AND CUSTOMER CONTENT
You may submit genuine reviews, comments, questions, photographs or other content through our website or review platform.
Content must not:
(a) be false, misleading or unrelated to your genuine experience;
(b) be unlawful, threatening, abusive, defamatory or discriminatory;
(c) infringe another person’s copyright, trademark, privacy or other rights;
(d) contain confidential or sensitive personal information;
(e) contain malicious code, spam or unauthorised advertising;
(f) impersonate another person; or
(g) misrepresent the source of the content.
You retain ownership of content you submit.
By submitting content, you grant Water Filters Online a non-exclusive, worldwide and royalty-free licence to use, reproduce, format, publish and display that content in connection with our website, products, customer communications and marketing.
We may correct obvious spelling or formatting errors or shorten content for display, provided we do not materially change its meaning.
We may remove or decline to publish content that we reasonably believe breaches these Terms, the rules of our review provider or applicable law.
Reviews and comments express the views of the person submitting them and do not necessarily represent our views.
22. INTELLECTUAL PROPERTY
The text, photographs, graphics, logos, product information, page design and other content on our website are owned by or licensed to Water Filters Online, except where otherwise stated.
You may access and use our website for personal and lawful shopping and information purposes.
Without our prior written permission, you must not:
(a) reproduce or commercially exploit a substantial part of our website;
(b) copy our original photographs, descriptions or graphics for commercial use;
(c) scrape, extract or systematically collect website or product data;
(d) use our name, logo or branding in a misleading manner;
(e) interfere with the operation or security of our website; or
(f) introduce malicious software or code.
Nothing in these Terms transfers ownership of our intellectual property to you.
If you believe that material on our website infringes your intellectual property rights, please contact us at kiaora@waterfiltersonline.co.nz with details of the material and the rights concerned.
23. THIRD-PARTY WEBSITES AND SERVICES
Our website may contain links to websites, information or services provided by third parties.
A link is provided for convenience and does not necessarily mean that we endorse or control the third-party website or its content.
Third-party websites have their own terms and privacy practices. You should review those terms before using the third-party website.
We are not responsible for third-party content or services that are outside our reasonable control. This does not limit our responsibility for a product or service that we have agreed to supply to you.
24. PRIVACY
We collect, use, store and disclose personal information in accordance with our Privacy Policy and applicable New Zealand privacy law.
You are responsible for ensuring that personal information you provide to us is accurate and that you have authority to provide personal information relating to another person.
25. ELECTRONIC COMMUNICATIONS
We may communicate with you electronically about your account, enquiries and orders, including by email, text message, website notification or live chat.
Order-related communications may include order confirmations, payment information, collection instructions, dispatch notifications, delivery updates, invoices, refund information and product-safety notices.
Receiving transactional communications about an order does not automatically subscribe you to marketing.
We will send marketing communications only where we have the required consent or are otherwise permitted by law. Marketing messages will include an appropriate unsubscribe method.
Where permitted by law, electronic records and communications may satisfy a requirement that information or an agreement be in writing.
26. WEBSITE AVAILABILITY
We take reasonable steps to maintain the security and availability of our website, but we do not guarantee that the website will always be uninterrupted or error-free.
We may update, suspend or restrict part of the website where reasonably necessary for maintenance, security, legal compliance or operational reasons.
A temporary website interruption does not change the terms of an order that we have already accepted.
27. COMPLAINTS AND DISPUTES
Please contact us first if you have a complaint or dispute so that we have a reasonable opportunity to investigate and resolve it.
You can contact us at:
Email: kiaora@waterfiltersonline.co.nz
Telephone: 0800 936 426
Postal address:
Water Filters Online
9 Clemway Place
Henderson
Auckland 0610
New Zealand
Please provide your order number, a clear description of the issue and any relevant supporting information.
If we cannot resolve the matter directly, either party may propose mediation or another dispute-resolution process by mutual agreement.
Nothing in these Terms prevents either party from exercising any right to apply to the Disputes Tribunal or a New Zealand court.
28. CHANGES TO THESE TERMS
We may update these Terms from time to time.
The updated Terms will be published on our website with a revised “Last updated” date.
An updated version will apply to website use from the date it is published. However, an order will remain governed by the Terms that applied when we accepted that order, unless:
(a) both parties agree otherwise; or
(b) a change is required by law.
We will not use this section to retrospectively make a material change to an order that has already been accepted.
29. GOVERNING LAW
These Terms and any order placed with Water Filters Online are governed by New Zealand law.
The New Zealand courts have jurisdiction in relation to disputes arising from these Terms or an order, subject to any rights a party has to use the Disputes Tribunal or another applicable dispute-resolution process.
30. SEVERABILITY AND WAIVER
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be modified to the minimum extent necessary or treated as severed.
The remaining provisions will continue to apply.
If either party does not immediately enforce a right under these Terms, that does not mean the party has waived that right.
31. CONTACT INFORMATION
Water Filters Online
Trading name used by trustees of the Bacca Trading Trust
NZBN: 9429045787249
Address:
9 Clemway Place
Henderson
Auckland 0610
New Zealand
Email: kiaora@waterfiltersonline.co.nz
Telephone: 0800 936 426