Refund policy

You chose Earths Water, and we value that. If something isn't right, we want to make it right, as quickly and fairly as we can.

This page explains exactly how that works, whatever your situation.

Starting a return

Do not send anything back until we have given you a return authorisation.

This is the one step that matters. A parcel that arrives without one cannot be matched to an order, cannot be assessed, and cannot be refunded. We also cannot return it to you.

1	Find your situation below and read what applies to you: Arrived damaged, Cancelling your order or Something is faulty
2	Email support@earthswater.com with your order number, and a photo if there is something to see
3	We reply within 2 business days
4	If a return is the right outcome, we issue your return authorisation and give you the address
5	Send it back with the authorisation included. The original packaging is not required, but it is the best way to make sure it arrives intact

Things that apply to every return

Proof of purchase	Required. Your order number is enough
Return authorisation	Required before anything is sent back, without exception. Unauthorised returns cannot be matched to an order, assessed or refunded
Original packaging	Not required for a cancellation, but it is the single thing that decides whether a unit arrives intact. Please keep the box
Where refunds go	To the original payment method used for the order. We cannot refund to a different account, card or person
Direct purchases only	Anything bought through a reseller or marketplace goes back to that seller under their policy
Replacements	A replacement continues the original warranty period rather than starting a new one
Where to send it	We give you the returns address when we issue your return authorisation. It is not published, because every parcel needs to be matched to an approved return before it arrives

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

Arrived damaged

Send us a photo and we will replace it. No forms, no carrier claim on your side, no waiting on an investigation.

What we need	Your order number, a photo of the damage, and a photo of the outer packaging
When	Within 7 days of delivery
What it costs you	Nothing
What comes back to us	Usually nothing. We will tell you if we need it

Cancelling your order

You have 14 days to cancel, for any reason, and you do not have to give one.

How long you have	14 days from the day you, or someone you nominate, receives the goods
Reason needed	None
How to cancel	Europe: use the Withdraw from contract here function on our website. Anywhere in this region: you can also email us a clear statement that you are cancelling, or use the model form at the end of this policy
Sending it back	Within 14 days of telling us you are cancelling
Return postage	You pay it
Restocking fee	None
Original delivery charge	Refunded, up to the cost of our standard delivery. Where you chose an express or upgraded service, we refund the standard cost
Original packaging	Not required
When you get the money	Within 14 days of us receiving the goods back, or of you showing us they were sent, whichever is earlier

Handling the goods. You may handle them as you would in a shop. Where you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect the reduction in value.

Sealed hygiene items. Filter cartridges, bottles and other items sealed for health or hygiene reasons cannot be returned once the seal has been broken.

Once you have told us you are cancelling, we confirm receipt by email, issue a return authorisation and give you the return address.

Something is faulty

Email support@earthswater.com with your order number and a photo or short video. We reply within 2 business days.

Most problems are solved by our product specialists over email, or by sending you a replacement part, and you keep using your filter throughout. Where we do need the unit back, we arrange it and send you a prepaid label.

Please wait for our reply before posting anything. We cannot process or reimburse a return we did not arrange.

How a claim works

1	Email us with your order number, the model, and a photo or short video
2	We reply within 2 business days, usually with a fix
3	If we need the unit back, we send a prepaid label and a return authorisation
4	We assess it and email you the outcome within 5 business days of it reaching us

What is covered

A fault in the product itself, within the warranty period. Our 12-Month Warranty sets out the period and how it works.

What is not

Impact damage	Drops, knocks, 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 it dry out, or running one well past its replacement schedule
Water temperature	Hot or warm water. These products take cold or room temperature water only
Cleaning	Dishwashers, abrasive pads, and concentrated cleaning agents such as bleach and chlorinated solvents
Environment	Freezing, direct heat, and water the product was not designed for
Wear	Ordinary marks and surface wear that do not affect how the product works
Consumables	Cartridges, seals and O-rings past their stated life
Third-party work	Anything modified or repaired by someone 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

Once we have assessed it we will repair, replace or refund, and we will tell you which and why.

Your rights in respect of faulty goods are separate from the 14-day cancellation right above, and last longer than 14 days.

Model forms

You do not have to use either form. Any clear statement of your decision to cancel is enough. In Europe, the Withdraw from contract here function on our website does the same thing in two clicks.

Registered office: Level 4, 80 Market Street, South Melbourne VIC 3205, Australia

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

Model withdrawal form — Europe

(complete and return this form only if you wish to withdraw from the contract)

To Retail Smart Group Pty Ltd trading as Earths Water, Level 4, 80 Market Street, South Melbourne VIC 3205, Australia, support@earthswater.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate.

Model cancellation form — United Kingdom

(complete and return this form only if you wish to cancel the contract)

To Retail Smart Group Pty Ltd trading as Earths Water, Level 4, 80 Market Street, South Melbourne VIC 3205, Australia, support@earthswater.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.