PreFilters Warranty & Liability Policy
Effective Date: March 2026
At PreFilters, we are committed to providing high-quality filtration products designed to meet high standards of performance and reliability. This Warranty & Liability Policy outlines the terms and conditions under which warranty coverage is provided.
By purchasing and using our products, you agree to the terms outlined in this policy.
1. Warranty Coverage
1.1 Warranty Period
Our filtration products are covered by a 12-month limited warranty from the date of purchase.
This warranty is non-transferable and applies only to the original purchaser of the product.
1.2 What Is Covered
This warranty covers defects in materials and workmanship under normal use and service.
If a defect arises during the warranty period, PreFilters may, at its discretion:
Repair the defective product
Replace the defective product
Provide a full or partial refund of the purchase price
This warranty applies specifically to:
Manufacturing defects
Issues caused by faulty parts or workmanship during production.
Material defects
Problems resulting from defective or substandard materials used in manufacturing.
1.3 Warranty Limitations
This warranty does not cover:
Damage caused by incorrect installation
Damage caused by misuse or improper operation
Normal wear and tear including filter usage and depletion
Blockages caused by local water conditions, sediment, mineral buildup, or contaminants
Accidental damage, including dropping or mishandling
Unauthorised repairs, alterations, or modifications
Damage caused by improper storage or environmental conditions
Exposure to extreme temperatures, humidity, or environmental factors
Shipping costs associated with warranty claims, unless otherwise agreed
Filters and filter media are consumable products and will naturally degrade over time depending on water quality and usage.
1.4 Installation & System Requirements
PreFilters filtration products must be installed in accordance with the installation instructions provided.
It is the customer’s responsibility to ensure:
Correct installation
Regular monitoring of fittings and housings
Proper maintenance and filter replacement
Suitable plumbing conditions
Our filtration systems require adequate water pressure and flow to operate correctly.
Customers must ensure a minimum water pressure of approximately 500 kPa and adequate flow rate. Failure to meet these conditions may impact product performance and is not covered under warranty.
1.5 Limitation of Liability
To the maximum extent permitted by law, PreFilters’ liability is strictly limited to the repair, replacement, or refund of defective products as outlined in this warranty.
PreFilters does not accept liability for damages resulting from:
Incorrect installation
Plumbing issues
Leaking filter housings or fittings
Improper maintenance
Failure to monitor the system after installation
Water pressure irregularities
External plumbing failures
PreFilters is not responsible for any indirect, incidental, or consequential damages, including but not limited to:
Property damage
Water damage
Plumbing damage
Labour or installation costs
Plumber or technician call-out fees
Loss of use or inconvenience
Any costs associated with system removal or reinstallation
Customers are responsible for ensuring their filtration systems are installed correctly and periodically checked for leaks or issues.
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 they fail to be of acceptable quality and the failure does not amount to a major failure.
2. How to Make a Warranty Claim
2.1 Eligibility
To qualify for a warranty claim:
The product must be within the warranty period
Proof of purchase must be provided (receipt or order number)
The product must be returned in its original condition where possible
All warranty claims are processed based on the original purchase price inclusive of GST.
2.2 Warranty Claim Process
To initiate a warranty claim:
Step 1 – Contact Customer Support
Email info@prefilters.com.au and provide:
Your name and contact details
Your order number
A description of the issue
Supporting photos or videos showing the problem
Step 2 – Return Instructions
If your claim is approved, you will receive instructions on how to return the product for inspection.
Step 3 – Product Inspection
Our team will inspect the returned product to verify the defect and determine eligibility under the warranty policy.
Step 4 – Resolution
If the claim is approved, PreFilters will:
Repair the product
Replace the product
Provide a refund where applicable
Resolutions depend on product availability and the nature of the defect.
3. Refunds and Replacements
Replacement
If a product is confirmed to be defective, it will be replaced with a new or equivalent product.
If the original product is discontinued, an alternative product of similar value and functionality may be provided.
Refunds
If a product cannot be repaired or replaced, a full or partial refund may be issued based on the condition of the product.
Refunds are processed via the original payment method.
4. Product Care & Maintenance
To ensure optimal performance and product longevity, customers must follow the maintenance and care instructionsprovided with their filtration system.
This includes:
Replacing filters according to the recommended schedule
Monitoring fittings and housings
Ensuring suitable water pressure and plumbing conditions
Failure to properly maintain the system may void warranty coverage.
5. Filter Issue & Troubleshooting Policy
Customers must notify us of any issues with filters or housings within 14 days of receiving their order.
Troubleshooting and resolution steps must be completed within an additional 14 days, allowing a total of 30 days from the delivery date.
After this period, the standard warranty policy will apply.
Please note that the following are not considered product defects:
Filter blockages caused by sediment or contaminants
Mineral accumulation
Water quality conditions specific to the local supply
Normal filter usage or depletion
These are considered normal operational conditions for filtration products.
6. Evidence & Troubleshooting Requirement
Before a warranty replacement can be processed, customers may be required to provide:
Order number
Photos of the filter or housing
A short video showing the issue (if applicable)
This information helps our support team properly diagnose the issue and provide the correct solution.
Failure to provide requested information may delay or prevent processing of the claim.
7. Contact Information
If you need to initiate a warranty claim or have questions regarding this policy, please contact:
Email: info@prefilters.com.au
8. Changes to This Policy
PreFilters reserves the right to update or modify this Warranty & Liability Policy at any time.
Any updates will be published on our website and will apply to all purchases made after the updated effective date.
By purchasing our products, you acknowledge that you have read, understood, and agree to the terms of this Warranty & Liability Policy.