Warranty Policy

PreFilters Warranty & Liability Policy

Effective Date: July 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, in addition to your rights under the Australian Consumer Law.

By purchasing and using our products, you agree to the terms outlined in this policy — except to the extent any term would exclude, restrict, or limit a right you have under the Australian Consumer Law, in which case that term applies only as far as the law allows.

1. Your Rights Under the 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.

These guarantees:

  • exist regardless of, and in addition to, the 12-month warranty described below;
  • are not limited to 12 months where the nature of the product and the price paid mean it’s reasonable to expect it to last longer;
  • apply to anyone who acquired the product as a consumer, including someone who received it as a gift — not only the original purchaser; and
  • cannot be reduced by anything else in this policy, including the exclusions in Sections 4 and 5 below.

Where anything below refers to our voluntary 12-month warranty, it’s describing something we offer in addition to these rights — not a replacement for them.

2. Voluntary 12-Month Warranty

2.1 Warranty Period

Our filtration products are covered by a 12-month limited warranty from the date of purchase, as a voluntary addition to your ACL rights described in Section 1.

This warranty is offered primarily for the benefit of the original purchaser and is not designed to be resold or transferred as a separate product. This does not affect the statutory consumer guarantee rights of anyone who lawfully acquires the product, including a gift recipient — see Section 1.

2.2 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 will, at our discretion (or as required by Section 1 for a major failure):

  • 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.

3. Warranty Limitations

This voluntary warranty does not cover:

  • Damage caused by incorrect installation carried out by someone other than PreFilters
  • 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 other environmental factors

Filters and filter media are consumable products and will naturally degrade over time depending on water quality and usage — this is expected and is not a defect.

Return shipping for a confirmed defect covered by this warranty, or for any consumer guarantee claim under Section 1, is covered by PreFilters (or we will arrange collection) — see Section 5. Shipping costs are only a customer expense where a claim is not covered under this warranty or the ACL (for example, a product returned for a reason unrelated to a defect).

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 affect performance and, where it causes a fault, is not covered by the voluntary warranty in Section 2 (though this doesn’t affect any separate ACL right that applies regardless of installation conditions, such as a guarantee that the goods matched their description).

5. Limitation of Liability

Nothing in this section excludes, restricts, or limits any guarantee, right, or remedy available to you under the Australian Consumer Law, including your right to compensation for reasonably foreseeable loss or damage resulting from our failure to meet a consumer guarantee (for example, water or property damage caused by a filter housing that leaks due to a manufacturing defect).

Subject to that, PreFilters does not accept liability for damage or loss resulting from:

  • Installation carried out incorrectly by someone other than PreFilters, contrary to the supplied instructions
  • A third party’s plumbing work or pre-existing plumbing issues unrelated to our product
  • The customer’s failure to monitor or maintain the system as described in Section 6
  • Water pressure outside the range specified in Section 4
  • Causes outside our control that arise after the product has left our control

Where a product we supplied has failed to meet a consumer guarantee — for example, a filter housing or fitting that leaks because of a manufacturing defect — we will assess and compensate reasonably foreseeable loss caused by that failure in accordance with Section 1, rather than excluding it. This can include reasonable costs you incur as a direct result of the defect, such as the cost of addressing water damage caused by a leak from a defective unit, assessed case by case based on what was reasonably foreseeable.

For goods or services not ordinarily acquired for personal, domestic, or household use and costing more than $40,000, our liability for a failure to meet a consumer guarantee may be limited as permitted under the Australian Consumer Law (to repair, replacement, or the cost of either) — this limitation does not apply to typical household filtration purchases.

6. How to Make a Warranty or Consumer Guarantee Claim

6.1 Eligibility

To make a claim under the voluntary warranty:

  • The product should be within the 12-month warranty period (for a consumer guarantee claim outside this period, see Section 1 — there’s no fixed cut-off; it depends on what’s reasonable for a product of this kind and price).
  • Proof of purchase should be provided (receipt or order number) where available.
  • The product should be returned in its original condition where possible.

All claims are assessed based on the original purchase price inclusive of GST.

6.2 Claim Process

Step 1 – Contact Customer Support Email with your name and contact details, order number, a description of the issue, and supporting photos or videos where possible.

Step 2 – Return Instructions (if needed) If a return is needed to assess your claim, we’ll provide instructions. For a confirmed defect or consumer guarantee claim, we’ll cover the return shipping cost or arrange collection — see Section 3.

Step 3 – Product Inspection Our team will inspect the returned product to verify the issue.

Step 4 – Resolution Depending on the nature of the issue: repair, replacement, or refund. For a major failure under the ACL, you choose between a refund and a replacement (see Section 1); for other issues, we’ll select the most appropriate remedy at our discretion, within a reasonable time.

Resolutions depend on product availability and the nature of the defect.

7. 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, or a refund offered instead.

Refunds: If a product cannot be repaired or replaced, a full or partial refund may be issued based on the circumstances. For a major failure under the ACL, you’re entitled to choose a refund rather than have it offered only where repair/replacement isn’t possible. Refunds are processed via the original payment method.

8. Product Care & Maintenance

To help your system perform well and last as long as possible, we recommend:

  • 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 affect eligibility for the voluntary 12-month warranty where the lack of maintenance caused the issue. It does not remove your separate rights under the Australian Consumer Law where a fault is unrelated to maintenance (for example, a genuine manufacturing defect).

9. Reporting an Issue

If you notice an issue with a filter or housing, please let us know as soon as reasonably possible — this helps us resolve it quickly and, where relevant, arrange any replacement parts. As a practical guide, we ask customers to flag issues within 14 days of delivery where possible, so we can begin troubleshooting promptly.

That said, there’s no fixed cut-off after which a genuine fault stops being covered. If a defect covered by this warranty or the Australian Consumer Law becomes apparent later — including after the 14/30-day period described in earlier versions of this policy — please contact us and we’ll assess it on its merits, consistent with Section 1.

The following are not considered product defects and are expected, normal operating conditions rather than warranty issues:

  • Filter blockages caused by sediment or contaminants
  • Mineral accumulation
  • Water quality conditions specific to the local supply
  • Normal filter usage or depletion

10. Evidence & Troubleshooting Requirement

Before a warranty replacement can be processed, we may ask for:

  • Order number
  • Photos of the filter or housing
  • A short video showing the issue (if applicable)

This helps our support team diagnose the issue correctly. If you’re not able to provide every item requested (for example, if packaging has already been disposed of), that alone won’t be used to refuse a genuine claim — we’ll work with whatever information is available.

11. Contact Information

Email:

12. 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. No update will reduce, exclude, or limit any consumer guarantee right that applied to a product at the time it was purchased.

By purchasing our products, you acknowledge that you have read, understood, and agree to the terms of this Warranty & Liability Policy, in addition to your rights under the Australian Consumer Law.

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