Return & Refund Policy

Effective Date: July, 2026

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. Your Rights Under the Australian Consumer Law

Our products 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 a product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

These rights exist regardless of the timeframes and fees described in Sections 2–3 below, which apply only to change-of-mind returns. If your product is faulty, damaged, unsafe, not of acceptable quality, or doesn’t match its description, please go straight to Section 5 (Faulty, Damaged, or Incorrect Items) — the change-of-mind conditions (7-day window, restocking fee, “unused” condition) do not apply to those claims.

2. Change-of-Mind Returns

If you’ve simply changed your mind about a purchase, we’re happy to help — subject to the following conditions. (We’re not required by law to accept a change-of-mind return; we do so as a courtesy.)

  • Return Timeframe: Change-of-mind 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 & Restocking Fee: For change-of-mind returns only, customers are responsible for return shipping costs, and a 10% restocking fee applies. Refunds will be issued minus the original shipping charges.

Non-Returnable for Change of Mind

The following aren’t eligible for a change-of-mind return:

  • Products that have been used or tampered with.
  • Custom or personalised orders.
  • Filters or Prefilters that have been opened or used (for hygiene and safety reasons).

These exclusions apply to change-of-mind returns only. They don’t apply where a used or opened filter has failed to meet a consumer guarantee — see Section 5.

3. Refunds (Change of Mind)

Refunds for approved change-of-mind returns will be processed to the original payment method once the returned item has been received and inspected. Where applicable, the refund amount will include the GST component.

  • 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.). Timing to appear in your account depends on your payment provider.
  • Partial Refunds: A partial refund may be issued if a change-of-mind return is not in its original condition, is damaged, or is missing parts.
  • Shipping Fees: Original shipping fees are non-refundable for change-of-mind returns.

4. Exchanges

We currently do not offer direct exchanges for change-of-mind returns. If you need a different product, please initiate a return under Section 2 and place a new order for the replacement. (If you received the wrong item or a faulty item, see Section 5 — we’ll sort out a replacement directly.)

5. Faulty, Damaged, or Incorrect Items

If a product arrives damaged, is faulty, is not of acceptable quality, doesn’t match its description, or isn’t fit for a purpose you told us about, please contact us as soon as reasonably possible. Depending on the situation, you’re entitled to a repair, replacement, refund, or compensation for reasonably foreseeable loss, in line with your rights under the Australian Consumer Law.

  • Reporting timeframe: There’s no fixed cut-off for reporting a fault — how long you have depends on the nature of the product and how long it’s reasonable to expect it to last before that kind of problem shows up. As a practical matter, please let us know within 7 days of delivery if your item arrived damaged, dead-on-arrival, or is the wrong item, so we can resolve it quickly and lodge any courier claim in time. If a fault develops later during the product’s normal expected life, please contact us then — you won’t be turned away for reporting it outside a 7-day window.
  • What we need from you: Your order number, proof of purchase, a description of the issue, and photos where possible. This helps us assess the problem quickly, but if you can’t provide every item (for example, packaging has already been discarded), that alone won’t disqualify a genuine claim.
  • If the item was damaged in transit: Every order includes shipping insurance, so where damage happened in transit we’ll usually ask you to drop the item at your nearest Australia Post outlet, using the return details we provide, so it can be inspected and the insurance claim processed — after which we’ll send your replacement. This is separate from, and doesn’t limit, your right to a remedy from us directly: you’re entitled to a repair, replacement, or refund regardless of the outcome of that insurance claim. If dropping the item at Australia Post isn’t practical for you, let us know and we’ll arrange another option.
  • Remedy: For a major failure (one a reasonable buyer wouldn’t have purchased knowing about the problem, or where the goods are unsafe or substantially unfit for their normal purpose), you can choose a refund or replacement. For a minor issue, we’ll repair, replace, or refund at our choice, within a reasonable time.
  • No restocking fee, no return-shipping cost to you: Faulty, damaged, or incorrect items are not subject to the restocking fee or return-shipping costs described in Section 2. If returning the item to us would involve significant cost or difficulty for you given its size or the nature of the fault, we will arrange collection at our expense rather than asking you to post it back.
  • Used or opened filters: A filter that’s failed during normal use is not excluded from a remedy just because it’s been opened or used — that’s expected, ordinary use of the product.

6. How to Return an Item

To initiate any return (change of mind or faulty/damaged), please follow these steps:

  1. Contact Us: Email our customer service team at help@prefilters.com.au. Include your order number, photo(s) of the item(s), product details, and the reason for the return.
  2. Return Authorisation: Once your return is approved, we will provide you with a Return Authorisation (RA) number and instructions. For faulty or damaged items, we’ll also confirm whether you need to return the item at all, or whether we’ll arrange collection or another resolution without requiring a return shipment.
  3. Ship the Item (if required): Carefully package the item(s), include your RA number and proof of purchase, and use a trackable shipping service.
  4. Inspection: After we receive the item, our team will assess it against this policy.
  5. Outcome: Change-of-mind refunds are processed within 7 business days of approval. Faulty/damaged item remedies (repair, replacement, or refund) are actioned as soon as reasonably possible.

7. Shipping Costs for Returns

  • Change of mind: You are responsible for return shipping costs, and original shipping charges are non-refundable.
  • Faulty, damaged, or incorrect items: We cover return shipping costs (or arrange collection), and original shipping charges are refunded in full as part of your remedy.

8. International Returns

For international customers:

  • Change-of-mind returns follow Sections 2–3; you’re responsible for return shipping and any customs fees or taxes.
  • Faulty, damaged, or incorrect items follow Section 5 in the same way as domestic orders — your consumer guarantee rights aren’t affected by where you’re located when reporting an issue with a product purchased from an Australian supplier.

9. Customer Support

If you have any questions about this policy or need help with a return or refund:

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

10. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page and take effect once published. No update to this policy will reduce, exclude, or limit any consumer guarantee right that applied to a product at the time you purchased it.

Thank you for shopping with PreFilters. If you have any further questions, feel free to reach out — we’re here to help.

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