Refund policy

Our goal is simple - 100% customer satisfaction on every order. Aside from your regular guarantees under Australian Consumer Law for products that may arrive faulty, broken, or damaged, if you wish to return a product, please get in touch and we will do everything we can to assist. If you're not happy, we're not happy.

Wherever we can, we will be pleased to offer you a simple 30-day returns policy for any whole cartons of sediment filter cartridges, sediment filter bags, or single filter housings which can be returned to us unused, unopened, in their original box packaging and in a resaleable condition, within 30 days of purchase. A full refund will be given for any applicable products returned on a change of mind basis. This policy is not intended to exclude or limit any statutory rights which a customer may have. 

Items marked ‘Special Order’ are not currently held in stock in our Australian warehouse and therefore are non-returnable and non-exchangeable. Please choose carefully when ordering to ensure compatibility with your system. You can contact us at any point and we will help you decide whether a product is suitable for your application.

Additionally, please note we are unable to accept returns on a change of mind basis for any other products or categories, including but not limited to membranes, chemicals and instruments. This policy protects us from potentially reselling any sensitive products which may have been improperly stored or handled, and also protects you from receiving any such goods. 

Change of Mind Returns

  • Please contact us at info@desaltek.com.au within 30 days of purchase.
  • Only applicable products - please see information above.
  • All products must be unused and in the original condition and packaging.
  • Return shipping must be organised by you, the customer, at your own cost.
  • If you paid via PayPal, you may be eligible for up to $45.00 cover on return shipping.
  • All returns are subject to approval.

Faulty, Broken, or Damaged Returns

  • We will do everything we can to assist in the unlikely event that any goods arrive damaged or in a faulty condition.
  • Your return shipping costs will be covered wherever possible.
  • Please contact us at info@desaltek.com.au within 30 days of purchase to start a return.