Refund policy

Return and Refund Policy

At Crystwater, we want customers to receive products that are correctly supplied, suitable for their intended use and delivered in good condition.

This policy applies to online purchases made through www.crystwater.com.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives and contact us as soon as possible if:

the item is damaged in transit;
the item appears faulty or defective;
you received the wrong product;
items are missing from your order.

Please email us at info@crystwater.com with your order number, a description of the issue and clear photos of the product, packaging and shipping label where applicable.

If the issue is confirmed, we will arrange an appropriate remedy, which may include replacement, repair, refund, store credit or another suitable solution depending on the circumstances and your rights under Australian Consumer Law.

Change of mind returns

We may accept change of mind returns for eligible unused products within 14 days of delivery, subject to approval.

To be eligible for a change of mind return, the item must be:

unused and uninstalled;
in original condition;
in original packaging where applicable;
suitable for resale;
returned with proof of purchase.

Change of mind returns are not automatically accepted. Please contact us before sending anything back.

Return shipping for approved change of mind returns is the customer’s responsibility. Original shipping charges are not refundable for change of mind returns.

Items that cannot usually be returned for change of mind

For hygiene, safety, technical or resale reasons, we may not accept change of mind returns for:

used, installed or flushed filter cartridges;
opened filter media, resin, carbon or similar consumable media;
products contaminated after delivery;
custom, special-order, bulk or OEM products;
products damaged due to incorrect installation, misuse, storage, handling or application;
clearance or final-sale items, unless required by law.

This does not affect your rights under Australian Consumer Law if the product is faulty or does not meet consumer guarantees.

Product suitability

Customers are responsible for checking product size, connection, compatibility and application before purchase. If you are unsure whether a product is suitable for your system, please contact us before ordering.

We may provide general product guidance, but final suitability depends on the customer’s system, water quality, installation conditions and operating requirements.

Return process

To request a return, please contact us at:

Email: info@crystwater.com

Please include:

your order number;
your full name;
the product name or SKU;
the reason for return;
photos where relevant.

If your return is approved, we will provide return instructions. Please do not send items back without approval, as this may delay processing.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome. If a refund is approved, it will be processed to the original payment method where possible.

Please allow time for your bank, card provider or payment provider to process the refund.

Shipping costs for returns

If a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, we will handle return shipping or provide an appropriate solution.

For approved change of mind returns, the customer is responsible for return shipping costs and the original shipping charge is not refundable.

Contact

Crystwater

A brand of YT Trading Group Pty Ltd