Warranty Terms and Condition

Our 12-Month Warranty

Every Earths Water product is covered for 12 months. If something goes wrong in that time, email us a photo and we will put it right, usually by sending you a part, without you posting anything anywhere.

Why 12 months

A warranty should tell you something about the product, not just about the paperwork.

Our filters are gravity-fed. There is no motor, no pump, no electronics and no plumbing, which is most of what fails on a water filter. The part that genuinely wears is the cartridge, and that gets replaced every three months by design.

What is left is glass, stainless steel, bamboo and moulded housings. Twelve months is the period we will stand behind without qualification. We expect these units to last considerably longer than that, and most of them do.

Who gives this warranty

Retail Smart Group Pty Ltd (ABN 49 658 892 105, ACN 658 892 105), trading as Earths Water

Registered office: Level 4, 80 Market Street, South Melbourne VIC 3205, Australia
Email: support@earthswater.com

Returns not accepted at the address above. Contact us first and we will give you the return address with your return authorisation.

Where it applies: products bought directly from us and delivered to Europe or the United Kingdom.

What is covered


Period	12 months from the date your order was delivered
Products	Glass benchtop filters, glass carafes and jugs, plastic jugs, shower filters and filter bottles
Cartridges	Their stated life, in litres or months, whichever comes first
Covered by	The original purchaser. This warranty is not transferable
What it covers	Faults in materials and workmanship, when the product is used normally and in line with the instructions supplied

What we will do

Where a defect covered by this warranty appears during the warranty period, we will repair the product, replace it with the same or an equivalent product, or refund what you paid for it. We will tell you which, and why.

We bear the cost of an approved warranty claim, including return postage where we have asked for the product back, inspection, repair, and sending the product back to you.

A replacement continues the original warranty period rather than starting a new one.

Do not return anything before contacting us. Returns sent without a return authorisation cannot be matched to an order or processed, and we cannot reimburse the cost of them.

What is not covered

The warranty covers faults in materials and workmanship, rather than damage from use the product was not designed for.

A glass carafe knocked off a bench is not a manufacturing fault. Neither is a unit left on a windowsill through a frost, run for a year on one cartridge, or put through a dishwasher when the user guide says it is not dishwasher safe.


Impact damage	Drops, knocks, accidents, and anything cracked or broken by force
Setup and maintenance	Not following the setup, use and care instructions supplied, including not soaking or flushing a new cartridge, letting the cartridge dry out, filling above the bottom of the reservoir, or running a cartridge well past its replacement schedule
Water temperature	Hot or warm water. These products take cold or room temperature water only
Cleaning	Dishwashers, which these products are not rated for, along with abrasive pads and concentrated cleaning agents such as bleach, heavy oxidants and chlorinated solvents
Environment	Freezing, direct heat, and use on water the product was not designed for
Wear	Ordinary marks and surface wear that do not affect how the product works
Consumables	Cartridges, rubber seals and O-rings past their stated life
Third-party work	Products modified or repaired by anyone other than us
Third-party parts	Damage actually caused by a part we did not supply. Using a cartridge we did not supply does not by itself affect your warranty. Where such a part causes the damage, that damage is not covered
Resale	Products bought for resale, or through a reseller or marketplace. Those go back to the seller you bought from

We are reasonable about this. If you are not sure which side of the line something falls on, send us a photo and we will tell you.

What we need from you


Proof of purchase	Your order number, or a receipt showing the date and the seller
Evidence	A photo or short video of the fault, and of the product as a whole
The product, sometimes	Where photos cannot settle it, we will ask for the unit back so we can inspect it. We arrange and pay for that
Accuracy	A description of what happened. Claims are assessed against the condition of the product when it reaches us

We keep records of warranty claims. Where a pattern of claims does not match ordinary use of the product, we may ask for more information before approving further ones.

How to claim


1	Email support@earthswater.com with your order number, the model, and a photo or short video of the problem
2	Wait for our reply before sending anything back. In most cases our product specialists can fix it by posting you a part, and you keep using your filter throughout
3	If we do need it back, we send a prepaid label and a return authorisation
4	We email you the outcome within 5 business days of it reaching us

We reply within 2 business days.

If you disagree with our assessment, tell us and we will review it.

Your other rights

This warranty is a commercial guarantee. It is given voluntarily and in addition to your legal rights, which it does not affect.

You are entitled by law to remedies from us, free of charge, where the goods do not conform to the contract. Those remedies are not affected by this warranty.

Under consumer law in Europe and the United Kingdom, goods must be as described, of satisfactory quality and fit for purpose. Where they are not, you have rights against us that are separate from this warranty and can last longer than 12 months.

You also have a 14-day right to cancel any order without giving a reason. That right is set out in our Returns & Exchanges policy.