Refund and Returns Policy

1. Our Commitment

At Vic Water Filters, we supply and install AquaCo-branded water filtration systems across Melbourne. Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

2. Product Warranty

All AquaCo filtration systems supplied by Vic Water Filters carry the following warranty, provided by Water Filters Pty Ltd (ABN 68 618 671 677), trading as AquaCo Filters:

• System housing: 5-year warranty from the date of sale (retail customers)

• Parts and fittings: 2-year warranty from the date of sale

• Dedicated drinking water taps and 3-way mixer taps purchased together with an AquaCo filtration system: 5-year warranty

• Commercial installations: 2-year warranty

Warranty is valid from the date shown on your original invoice. Your invoice is your proof of warranty — keep it in a safe place.

3. Warranty Conditions

To maintain warranty coverage, the following conditions must be met:

• The system must be installed by a licensed plumber in accordance with AS3500 and the AquaCo installation guide. All Vic Water Filters installations are carried out by licensed Victorian plumbers — your VBA Plumbing Compliance Certificate, issued on installation day, serves as your installation record.

• The system must be serviced every 12 months (filter cartridge replacement). Whole-house water filter systems must be serviced every 18 months. If water quality is poor, earlier servicing may be required.

• A Dual Check Valve must be installed. This is mandatory under Australian Standards. All Vic Water Filters installations include a Dual Check Valve as standard.

• The system must not be operated at water temperatures above 48 degrees Celsius.

• Water pressure must not exceed 480 kPa (70 psi). Where pressure exceeds this, a Pressure Reducing Valve (PRV) is required.

• The water supply to the system must be turned off when the property is unattended for more than 24 hours.

• The system must not be tampered with or relocated from the site of original installation.

• Warranty is void if the system is damaged by water hammer, freezing, neglect, misuse, or unauthorised modification.

4. Making a Warranty Claim

To make a warranty claim, contact us within the warranty period:

Phone: 0402 165 699   Email: sales@vicwaterfilters.com.au

You will need to provide your original invoice. We will assess the issue and, where valid, coordinate the warranty claim with AquaCo Filters on your behalf. AquaCo Filters’ obligation under warranty is, at their discretion, to repair the product, replace it, or refund the purchase price of the defective goods.

5. Change of Mind Returns — Uninstalled Products

For products supplied but not yet installed (bench top filters, caravan filters, replacement cartridges), we accept change-of-mind returns within 14 days of delivery, subject to the following conditions:

• The product must be in its original, unopened packaging and in unused, resaleable condition.

• You must contact us before returning any item: 0402 165 699 or sales@vicwaterfilters.com.au

• Return freight is at the customer’s cost.

• A 20% restocking fee applies to all change-of-mind returns, consistent with AquaCo Filters’ supplier policy.

• Refunds are processed within 5 to 10 business days of the returned goods being received and inspected.

6. Professionally Installed Systems

For systems that have been professionally installed by our licensed plumbers, change-of-mind cancellations are not available once installation is complete. This is consistent with standard practice for plumbing works under Australian law, where the service (installation) has been fully rendered.

If you wish to cancel a booked installation before the plumber attends, you must notify us at least 48 hours before the scheduled appointment. Cancellations with less than 48 hours notice may incur a call-out fee of up to $150 to cover the plumber’s time.

If the installed system is faulty or not of acceptable quality, your rights under the Australian Consumer Law apply in full regardless of the above.

7. Installation Booking Deposits

Where a deposit is taken to confirm an installation booking, that deposit is fully refundable if you cancel with more than 48 hours notice. Deposits are non-refundable for cancellations with less than 48 hours notice.

8. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product fails to meet a consumer guarantee, you are entitled to a remedy under the ACL. For major failures, you may choose a refund or replacement. For minor failures, we will repair or replace the product within a reasonable time.

9. Contact

Vic Water Filters — Skanda Enterprises
ABN 28 067 040 918
Hampton Park VIC 3976
Phone: 0402 165 699
Email: sales@vicwaterfilters.com.au
Monday to Friday 9am to 5pm
Saturday 9am to 1pm