Refund policy

POU Returns & Refunds Policy

Updated 23 October 2026

This policy applies to POU water systems purchased directly from the Water Analytics Australia online shop, including benchtop and under-sink machines.

Change of mind or order cancellation

Please request a cancellation or change promptly. For an accepted voluntary cancellation before dispatch, or an accepted return of unopened, uninstalled and unused goods, a cancellation or restocking fee of 15% of the accepted selling price of the affected goods applies. This fee also applies before dispatch.

Ordinary change-of-mind returns are not accepted once the machine has been opened, installed or used. This restriction does not apply to your rights concerning faulty goods or other statutory remedies.

Contact WAA before returning goods. We will confirm whether the change-of-mind return is accepted, the required condition, freight arrangements and refund calculation in writing. Any separately agreed service already performed will be itemised separately, without double charging.

When the 15% fee does not apply

The fee does not apply to statutory cooling-off rights, faulty-goods remedies, WAA's inability to supply, or cancellation of affected unperformed supply and installation when you decline additional site work and installation cannot proceed as quoted.

Existing backorder promises: where WAA accepted an Independent 6-stage under-sink RO, Bench Ice or Bench Sparkling Pro backorder with a promise of cancellation before dispatch for a full refund, you may cancel that qualifying order before dispatch for a full refund. The 15% fee does not apply. This includes qualifying orders already accepted under that promise. After dispatch, the applicable return terms and your statutory rights continue to apply.

Faulty, damaged or incorrect products

Your Australian Consumer Law rights are not limited by this policy, a two-year express warranty or a change-of-mind fee. For a major failure with goods you may choose a refund or replacement. For a failure that is not major, you are entitled to have it remedied within a reasonable time. If it is not remedied, further remedies may apply. You may also be entitled to compensation for reasonably foreseeable loss or damage.

Please contact us with your order reference or other reasonable proof of purchase, the model or serial number if available, and a description of the issue. Photos may help assessment. For a covered fault, WAA covers necessary parts, remedial labour and transport. Contact us before removing or returning an installed machine so we can arrange safe handling and the appropriate remedy. This process does not limit your statutory rights.

How to request help or a return

Email admin@wateranalytics.com.au or call 02 8528 4645. We will confirm the next steps and any agreed return arrangements. Please obtain return instructions before sending goods.

Water Analytics Australia is operated by LIQI TRADING PTY LTD, ABN 34 622 587 437, Unit 1, 132 Bannister Road, Canning Vale WA 6155, Australia.