Returns Policy

Ecofiltro Australia
Last updated: 11 November 2026

This Returns, Refunds & Warranty Policy applies to purchases made through the Ecofiltro Australia online store.

Ecofiltro Australia is committed to providing quality water filtration products and customer service. Please read this policy carefully before placing an order.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable laws.

1. Change-of-mind returns

Ecofiltro Australia does not accept returns or exchanges for change of mind.

Please carefully review your order, product specifications, dimensions, capacity and intended requirements before completing your purchase.

Change-of-mind returns will not be accepted where you:

• Have changed your mind after placing an order;

• Have ordered the wrong product or selected the wrong size, model or configuration;

• No longer require the product;

• Decide that the product does not suit your preferences or circumstances; or

• Find the product cheaper elsewhere.

This policy applies to all products, including discounted and promotional products, subject to your rights under applicable law.

This clause does not apply where you are entitled to a remedy under the Australian Consumer Law or other applicable law. If a product is faulty, damaged, unsafe, not as described, unfit for a disclosed purpose or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy in accordance with the law.

2. Faulty, damaged or incorrect products

Please inspect your order promptly upon delivery.

Any notice of a product arriving damaged, incorrect or with missing components must be sent to Ecofiltro Australia within seven (7) days of receipt of the product.

To report an issue, you must provide all of the following information and documentation. All items listed below are mandatory for your report to be considered complete:

• Your order number or proof of purchase;

• A description of the issue;

• Photographs or videos showing the issue; and

• Any relevant packaging or delivery information.

Contact details are provided in Section 8 below.

We will assess the issue and work with you to determine an appropriate resolution under the Australian Consumer Law.

The seven-day notification period is intended to help us investigate delivery damage and product issues promptly. It does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or other applicable laws. If you discover a fault after this period, please contact us, as you may remain entitled to a repair, replacement, refund or other remedy under applicable law.

3. Your rights under Australian Consumer Law

Products sold in Australia are covered by consumer guarantees under the Australian Consumer Law where applicable. These guarantees are separate from any voluntary manufacturer’s warranty.

Depending on the circumstances, products must be of acceptable quality, match their description, be fit for disclosed purposes and meet other applicable consumer guarantees.

If a product fails to meet a consumer guarantee, the remedy available will depend on the nature and seriousness of the problem.

• Major failure: You may be entitled to reject the product and choose a refund or replacement. You may also have other rights under the law.

• Minor failure: We may be entitled to repair the product or provide another legally appropriate remedy within a reasonable time. If the issue is not resolved as required by law, further remedies may be available.

• Other loss or damage: You may have additional rights where the law provides for compensation.

We may ask reasonable questions or inspect the product to assess a reported issue. We will not require you to pursue a manufacturer directly instead of dealing with us about a remedy for which we are responsible.

Nothing in this policy limits your rights under the Australian Consumer Law.

4. Product hygiene, installation and use

Ecofiltro products are used to store and filter drinking water. For hygiene and safety reasons, we ask customers to review the product information and instructions carefully before installation or use.

Where a product is reported to have a fault, we may ask for photographs, a description of how it was installed or used, or other information reasonably needed to assess the issue.

Damage caused by misuse, accidental breakage, improper installation, failure to follow the supplied instructions or failure to maintain the product appropriately may not be covered by a voluntary manufacturer’s warranty. Whether a statutory remedy is available will depend on the circumstances and applicable law.

We will not refuse a remedy solely because a product has been opened, installed or used where the customer is otherwise entitled to a remedy under the Australian Consumer Law.

5. Manufacturer’s warranty

A manufacturer’s warranty, where offered and applicable to the Australian product purchased, is additional to your rights under the Australian Consumer Law.

Ecofiltro’s Guatemala website refers to the following warranty periods for products sold through its channels:

• Purifier element: 6 months for manufacturing defects;

• Container and lid: 2 years for manufacturing defects; and

• Accessories: 30 days.

These periods are published by the manufacturer for its stated warranty arrangements. They should not be treated as a confirmed warranty commitment for purchases from Ecofiltro Australia unless the warranty has been confirmed as applicable to the Australian product and sale.

Where a manufacturer’s warranty applies to your purchase, the applicable warranty terms and claim process will be provided with, or made available for, the relevant product.

Any manufacturer’s warranty is in addition to, and does not replace or reduce, your rights under the Australian Consumer Law. Those statutory rights may apply beyond a stated warranty period, depending on the product and circumstances.