RETURN POLICY
If your parcel is damaged
Every parcel is carefully packaged according to NZ Post standards. However, despite our best efforts it is possible that a parcel is not delivered in a proper state. If this happens, please contact us at sales@waterfiltercompany.co.nz as soon as possible. Your email must include the order number, a brief description of the issue and the following images:
- Photos of the damaged Items
- Photos of the inner packaging material
- Photos of the outer packaging material
- Photos of all barcode labels on the parcel
After assessing the situation, we will come back to you with a solution.
Of course, we will not charge you any costs for replacements or additional shipping
If the contents of your parcel are wrong
Every parcel is carefully assessed for the correct contents. However, despite our best efforts it is possible that the contents of a parcel is wrong, either a product is missing or a different product is delivered. If this happens, please contact us at sales@waterfiltercompany.co.nz. Your email must include the order number and a brief description of the issue.
After assessing the situation, we will come back to you with a solution.
Of course, we will not charge you any costs for replacements or additional shipping
Returning products
We are happy to exchange or refund products within 10 business days after you receive the parcel, provided that the product is:
- Unopened and unused
- In its original condition and packaging
- Complete, including all accessories
- Accompanied with a completed Product Return Form
If the above requirements are met you can follow these steps to return a product:
- Download the Product Return Form here, then print and complete the form. Alternatively, copy the three steps from the Product Return Form with pen and paper and complete the form
- Place the product back in the box it arrived in including all filling materials and include the completed Product Return Form
- Close the box properly with tape that is at least 38mm wide
- Make sure the information on the delivery shipping label is not visible anymore
- Put the return label on the box. You can obtain this label via the NZ Post tracking page of the initial shipment
- Hand this parcel over to a post office which handles NZ Post parcels
Once we have received the parcel we will send you a confirmation email. Then we will inspect the product(s). If the above requirements are met we will determine the amount to be refunded. In the case of a cash refund, it is important that you clearly note your bank account details on the Product Return Form. The amount will be back in your bank account within ten business days. The amount you receive is the purchase value of the returned product(s) minus potential costs and excludes shipping costs if applicable.
Potential costs
You are liable for any damage to or usage of the returned products. Furthermore, during the shipment back to us, you are liable for any costs arising from unexpected situations including stolen products and missing parcels. If applicable, any discounts you have received and which depend on the total order value will be recalculated based on the remaining order items and could therefore affect the refund amount
