Return & Refund Policy

Effective Date: December, 2024

At PreFilters, we strive to provide high-quality products and exceptional customer service. If you’re not completely satisfied with your purchase, we’re here to help. Please take a moment to review our Return & Refund Policy, which outlines the steps for returning items and the conditions under which a refund may be issued.

1. Returns

We accept returns on most products within 7 days of purchase. To be eligible for a return, the following conditions must be met:

  • Return Timeframe: Returns must be initiated within 7 days from the date of receipt.
  • Condition: The product must be unused, undamaged, and in its original condition. All packaging, labels, and accessories must be intact.
  • Proof of Purchase: A valid proof of purchase (such as a receipt or order confirmation) is required to process your return.
  • Postage: Buyer is responsible for return postage and 10% restocking fee to cover expenses of initiating the return, checking the unit, and the initial time to get it packed and sent. 

Non-Returnable Items

The following items are not eligible for return:

  • Products that have been opened, used, or tampered with.
  • Custom or personalised orders.
  • Filters or prefilters that have been opened or used (due to hygiene and safety reasons).

2. Refunds

Refunds will be issued based on the original payment method once the returned item is received and inspected. Please note the following:

  • Processing Time: Once your return is received, it may take up to 7 business days to process your refund.
  • Refund Method: Refunds will be credited back to the original payment method (credit card, apple pay, etc.). The time it takes for the refund to appear in your account will depend on your payment provider’s processing time.
  • Partial Refunds: In some cases, a partial refund may be issued if the returned product is not in its original condition, is damaged, or is missing parts.
  • Shipping Fees: Shipping fees are non-refundable unless the return is due to a mistake on our part (e.g., incorrect item shipped or defective product).

3. Exchanges

We currently do not offer direct exchanges. If you need a different product, please initiate a return for the original item and place a new order for the replacement.

4. Defective or Damaged Items

If you receive a damaged or defective item, please contact us immediately within 7 days of receiving the product. We will arrange for a return and provide a full refund or send a replacement product.

To expedite the process, please provide the following:

  • Order number and proof of purchase.
  • Photos of the damaged or defective item.

5. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at info@prefilters.com.auto notify us of your return request. Include your order number, product details, and reason for return.
  2. Return Authorisation: Once your return is approved, we will provide you with a Return Authorisation (RA) number and shipping instructions.
  3. Ship the Item: Carefully package the item(s) to ensure safe return. Please include your RA number and proof of purchase. We recommend using a trackable shipping service or purchasing shipping insurance.
  4. Inspection: After we receive your returned item, our team will inspect it and determine if it meets the return policy criteria.
  5. Refund Issuance: If eligible, your refund will be processed within 7 business days.

6. Shipping Costs for Returns

  • Return Shipping: You are responsible for paying the return shipping costs unless the item is defective or we made an error in fulfilling your order.
  • Original Shipping: Shipping costs for the original purchase are non-refundable unless the return is due to a mistake on our part.

7. International Returns

For international customers, please note the following:

  • You are responsible for the return shipping costs and any applicable customs fees or taxes.
  • International returns must meet the same conditions as domestic returns.

8. Customer Support

If you have any questions about our Return & Refund Policy or need assistance with a return or refund, please reach out to our customer support team:

  • Email: info@prefilters.com.au
  • Business Hours: 9am – 5pm, Monday – Friday. 

We’re here to help and ensure that you have a positive experience with PreFilters.

9. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page, and the updated policy will take effect as soon as it is published. Please review this policy regularly to stay informed of any updates.

Here at PreFilters, we are committed to providing you with the best service and ensuring that your experience with our products is as seamless as possible. If you have any concerns, don’t hesitate to reach out to our customer service team.

Thank you for shopping with PreFilters.

If you have any further questions, feel free to let us know—we’re here to help!

Best regards,

PreFilters