Returns and Warranty Policy
Last updated: 1/10/2026
Replacement of Damaged Goods
We guarantee to replace any goods that legitimately go missing before delivery to the destination address or are damaged in transit.
All items are well packed.
If you believe your order has been damaged in transit please:
1. Bring it to the attention of the delivery person.
2. Contact us immediately with proof of damage, pictures, within 24 hours of delivery.
3. Australia Post deliveries, take a picture contact us immediately.
4. You may be required to fill out a claim form so damages can be claimed.
Returns Policy
In most cases we do not charge restocking fees, however, see below.
Prior notification of return
1. You must contact AquaGuard AWFS before any return.
2. Returns must be within 14 days of purchase, in the original undamaged packing, unused or modified in any way.
3. Carbon products, returns are accepted, but packaging damage will preclude return.
4. Some items are not economically viable to return, AquaGuard may gift them to you or ask for proof of destruction.
5. Freight and insurance costs are NON REUNDABLE in most circumstances unless the return is due to our error. Freight & insurance costs incurred in product return are not be the responsibility of AquaGuard.
Notes * Non stock items or special-order items may not be accepted for return, or may incur a restocking fee.
Product Warranty
1. 12 months or manufacturer’s warranty from date of invoice of non-consumable products only.
2. Replacement carbon cartridges are consumable food products, if a fault occurs, please advise us, we will replace the item at our discretion.
3. UV ballasts, lamps etc. are electrical consumable items not covered under warranty.
4. You must notify AquaGuard AWFS within 7 days of delivery of any consumable failure.
Fragile Items
1. Fragile items including quartz thimbles/sleeves, ultraviolet lamps, electronic ballasts, ceramic water filters must be opened and inspected on receipt of the item.
2. Damage to these items must be reported to AquaGuard immediately so the claims process can begin.
3. During the warranty period AquaGuard AWFS may repair, replace or refund at its discretion.
Proper Installation
1. All installations, services should be performed by competent, qualified persons. Faulty operation will cause warranty to be denied.
2. Use of liquid pipe sealants on incompatible materials may void warranty.
3. Warranty does not cover failure due to incorrect installation, maintenance, misuse, abuse, unauthorized repairs, modifications, alterations nor freight charges, the cost of removal and or replacement.
4. All risk passes to the purchaser upon delivery. The purchaser is responsible for all losses and consequential damages.
5. Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.
Disclaimer: Product names, Brand names, logos, trademarks referred to on the www.aqua-guard.com.au website are the property of their respective owners.
AquaGuard reserves the right to change these Terms and Conditions at their discretion.
Contact Us
AquaGuard – Australian Water Filter Systems
11 Russell Street, Toowoomba QLD 4350
Phone: 1300 055 300
Email: info@aqua-guard.com.au
ABN: 56 575 966 226