Refund & Returns Policy
This policy explains how returns, refunds and exchanges work at The Water Place (“we”, “us”). It sits alongside your rights under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act. Nothing in this policy reduces or removes those statutory rights.
Your statutory rights
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement, refund or repair for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. New Zealand customers have equivalent rights under the Consumer Guarantees Act 1993.
Change of mind
If you change your mind about a purchase, contact us within 14 days of delivery. Unopened, undamaged items in original condition can be returned for a refund or store credit. The customer covers return shipping for change-of-mind returns. Returnable 15-litre bottles must be empty, clean and capped before return.
Faulty, damaged or incorrect items
If something arrives broken, faulty, contaminated or different from what you ordered, contact us as soon as you notice. We will arrange a replacement, refund or repair at no cost to you, and we cover the return shipping. Photos of the issue help us sort it out faster.
Sale items
Items bought at a discounted price are covered by the same statutory consumer guarantees as full-price items. If a sale item is faulty, damaged or not as described you are entitled to a remedy under the Australian Consumer Law (or the New Zealand Consumer Guarantees Act for NZ customers).
Cooler rentals and bottle deliveries
Cooler rental orders can be cancelled at any time before the cooler ships from our depot for a full refund. After delivery, ring us on 1300 788 030 to arrange collection. Refunds for partial-month rentals are pro-rated to the day the cooler is collected. Bottle delivery orders that are scheduled but not yet dispatched can be cancelled at no charge by ringing us before the dispatch date noted in your confirmation.
How long refunds take
Once we have approved a refund and (if applicable) received the returned item, the refund is issued to your original payment method within five business days. Your bank or card provider may take a further few days to make the funds visible.
Contact
To start a return, ask a question, or report a problem with an order, contact us:
- Phone: 1300 788 030 (Mon–Fri, 8am–5pm AEST)
- Email: sales@thewaterplace.com.au
- Post: The Water Place, 89 Racecourse Road, Rutherford NSW 2320, Australia
If you are unhappy with how we have handled a return or refund, you can also contact the Australian Competition and Consumer Commission or your state Office of Fair Trading. New Zealand customers can contact the Commerce Commission or the Consumer Protection Service.
