Refund policy
At Water Cooler Shop, we supply drinking water products, water filtration equipment, water coolers, bubblers, drinking fountains, taps, cartridges, plumbing parts and related accessories.
Due to hygiene, water quality and safety requirements, many of our products cannot be safely resold once they have been opened, installed, connected to water, used, or removed from sealed packaging.
Change-of-mind returns
Water Cooler Shop does not accept change-of-mind returns or exchanges for hygiene and water-contact products.
This includes, but is not limited to:
- water filters and replacement cartridges
- water coolers and bottled water coolers
- plumbed-in water coolers
- drinking fountains and bubblers
- under-bench and under-sink water systems
- reverse osmosis systems
- taps, fittings, tubing and installation kits
- food service water filter products
- accessories and parts that come into contact with water
- clearance, runout, special order, custom order or final sale items
Please choose carefully before placing your order. We do not offer refunds or exchanges if you change your mind, order the wrong product, choose an unsuitable product, find the product cheaper elsewhere, or no longer require the item.
Return window
Returns are accepted for approved eligible items within 14 days of delivery.
Items must be unopened, unused, in original packaging and in a condition suitable for resale, unless the return relates to a fault, damage, incorrect supply, or another issue covered under Australian Consumer Law.
Final sale items
Products marked as final sale, clearance, runout, special order, custom order, opened, installed, used, or connected to water are not eligible for change-of-mind returns.
This does not limit your rights under Australian Consumer Law.
Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, unsafe, not as described, or you receive the incorrect product, please contact us as soon as possible.
Please provide:
- your order number
- a description of the issue
- clear photos or videos of the product
- photos of the packaging, if damaged in transit
- details of whether the product has been installed or connected to water
Where required under Australian Consumer Law, we will provide an appropriate remedy. Depending on the issue, this may include repair, replacement, refund, or another remedy required by law.
Return shipping
For approved returns that are not due to a fault, damage, or an error by Water Cooler Shop, the customer is responsible for return shipping costs.
For faulty, damaged, or incorrectly supplied items, Water Cooler Shop will assist with return arrangements where required by law.
Restocking fee
Approved returns may incur a 15% restocking fee where the item is unopened, unused, returned in original packaging, and accepted for return.
A restocking fee does not apply where the product is confirmed to be faulty, damaged, unsafe, incorrectly supplied, or where a remedy is required under Australian Consumer Law.
Installed products
Products that have been installed, connected to water, used, altered, or removed from sealed packaging cannot be returned for change of mind or incorrect selection.
This includes water coolers, drinking fountains, bubblers, under-sink systems, taps, filters, cartridges, fittings, tubing and installation kits.
How to contact us
To request help with a return or product issue, please contact us before sending any item back.
Water Cooler Shop
Email: Info@watercoolershop.com.au
Website: Watercoolershop.com.au