Refund & Returns Policy
Our 30-day money-back guarantee
We want you to be confident in your purchase. If AQUESSENCE isn't right for you, contact us within 30 days of delivery at hello@aquessence.com.au and we'll arrange a full refund of the purchase price.
You may return the product even if it has been installed and used — you need to actually shower with a filter to know whether it suits you. Please keep the original packaging where you can.
How to request a return
- Email hello@aquessence.com.au with your order number and a brief note about the reason.
- We'll reply within 2 business days with return instructions and an address.
- Send the item back, keeping your tracking number.
- Once we receive and inspect the return, we'll process your refund.
Return shipping costs
- Faulty, damaged, or not as described: we pay return shipping.
- Change of mind within 30 days: you cover return postage; we refund the purchase price.
Refunds
Refunds go back to your original payment method within 5–10 business days of us receiving the returned item. Your bank or card issuer may take additional time to display the funds.
Damaged or incorrect orders
If your order arrives damaged, faulty, or isn't what you ordered, email hello@aquessence.com.au with photos and your order number. We'll arrange a replacement or full refund at no cost to you, including return postage.
Warranty
AQUESSENCE products carry a 12-month warranty against manufacturing defects, covering faults in materials or workmanship under normal domestic use. It does not cover damage from misuse or modification, or the normal exhaustion of filter cartridges, which are consumables designed to be replaced periodically.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes, or modifies your rights under the Australian Consumer Law. Our 30-day guarantee and 12-month warranty are offered in addition to those rights.
Contact
AQUESSENCE — hello@aquessence.com.au