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Last updated: 15 August 2025
At Online Water Warehouse, we want you to be completely satisfied with your purchase. We comply with the Australian Consumer Law (ACL), which provides you with rights and remedies in relation to faulty goods or services.
1. Your Rights Under the Australian Consumer Law (ACL)
You are entitled to a refund, repair, or replacement if an item you purchased from us is:
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Faulty or defective.
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Not of acceptable quality.
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Not fit for its intended purpose.
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Not matching the description or sample provided.
These rights apply regardless of our change-of-mind policy.
2. Change of Mind Returns
We understand that sometimes you may change your mind. While the ACL does not require us to accept returns for change of mind, we may offer a return or exchange at our discretion provided that:
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The item is unused and in its original packaging.
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You have proof of purchase (receipt or order confirmation).
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The return request is made within 14 days of receiving your order.
Please note:
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Change-of-mind returns may be subject to a restocking fee and return shipping costs will be your responsibility.
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Certain products such as custom orders, clearance items, or perishable goods may not be eligible for change-of-mind returns.
3. How to Request a Return
To lodge a return request:
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Contact us at info@onlinewaterwarehouse.com.au or call (07) 46 343 003.
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Provide your order number, reason for return, and photos if the product is damaged or faulty.
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We will assess your request and provide instructions for returning the product.
4. Return Shipping
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For faulty, damaged, or incorrectly supplied products, we will cover the cost of return shipping.
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For change-of-mind returns, shipping costs are your responsibility.
5. Refunds
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Refunds will be processed to your original payment method within 5–10 business days after we receive and inspect the returned product.
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Shipping costs (if applicable) are non-refundable unless the return is due to our error or the product is faulty.
6. Exchanges
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Where possible, we will offer an exchange for the same product or an alternative of equal value.
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If an exchange is not possible, we will issue a refund.
7. Damaged or Missing Items on Delivery
If your order arrives damaged or incomplete:
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Contact us within 48 hours of delivery with photos of the damage.
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We will investigate and arrange a replacement, refund, or credit.
8. Contact Us
For all returns, refunds, or exchange enquiries:
Online Water Warehouse
📍 Store: 331 Taylor Street, Toowoomba, QLD 4350, Australia
📞 (07) 46 343 003
📧 info@onlinewaterwarehouse.com.au
📍 Warehouse: 172 Richmond Hill Ave St, Stamford, NY 90002, USA
📞 (+005) 5896 03 04 05