Returns, Shipping, Warranty & Customer Support

Orders & Payments

Jila Water supplies premium whole-home water filtration systems, replacement filters, and related support services for Australian homes.

• All prices are listed in Australian dollars unless otherwise stated.
• Full payment may be required before dispatch or installation unless agreed in writing.
• Accepted payment methods may include direct deposit, card payment, online checkout, or approved invoice payment.
• A card processing fee may apply where relevant.
• Jila Water may refuse, cancel, or refund an order where a product is unavailable, incorrectly listed, unsuitable, or unable to be supplied safely.

Shipping & Delivery

We aim to make delivery simple and reliable for Jila Water customers across Australia.

Standard shipping

• Free standard shipping may be included on eligible orders Australia-wide.
• Delivery timeframes vary depending on stock, location, courier availability, and demand.
• Replacement filter orders are usually dispatched after the correct kit has been confirmed.

Delivery responsibility

• Customers must provide accurate delivery details at the time of purchase.
• Jila Water is not responsible for delays caused by couriers, weather events, access issues, or supply chain disruptions.
• Shipping delays do not automatically qualify for refunds, cancellations, or compensation.

Installation Requirements

Whole-home water filtration systems connect to your home’s plumbing and must be installed correctly.

• All Jila Water whole-home systems must be installed by a licensed plumber.
• Installation must comply with AS/NZS 3500 and any applicable local plumbing rules.
• Pressure limiting valves, backflow protection and other plumbing controls may be required depending on the property.
• Incorrect, unsafe or non-compliant installation may void warranty coverage.
• Jila Water is not responsible for damage, leaks, pressure issues, or performance concerns caused by incorrect installation, unsuitable plumbing, or unauthorised modification.

Returns & Change of Mind

We understand circumstances can change. Change-of-mind returns may be considered on eligible products where the conditions below are met.

Eligible change-of-mind returns

• Return requests must be made within 30 days of purchase.
• Items must be unused, unopened where applicable, complete, and in original resalable packaging.
• Return approval must be received from Jila Water before any goods are sent back.
• Return shipping is the customer’s responsibility unless otherwise required by law.
• A restocking fee of up to 17.5% may apply for approved change-of-mind returns.

Non-returnable products

• Custom-built, colour-matched, modified, or made-to-order systems.
• Installed systems or products that have been connected to plumbing.
• Used, damaged, altered, incomplete, contaminated, or incorrectly stored products.
• Consumable filter media where hygiene, freshness, or performance may be affected.

Faults, Damage & Warranty Claims

Any fault, damage or delivery issue should be reported as soon as possible so we can assess the issue properly.

• Please report delivery damage, missing items, or suspected faults within 48 hours of delivery where possible.
• Include clear photos, video evidence if useful, order details, and a short description of the issue.
• Products may need to be returned or inspected before a remedy is confirmed.
• If a product is confirmed to be faulty, Jila Water will provide the appropriate remedy under Australian Consumer Law.
• If no fault is found, return freight, inspection, or service costs may not be reimbursed.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

• You are entitled to a replacement or refund for a major failure.
• You are entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
• Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

For general Australian Consumer Law information, you can refer to the ACCC’s consumer rights guidance.

Warranty Summary

Jila Water systems are supported by warranty terms designed to protect genuine customers who install and maintain their systems correctly.

• Jila Water systems include a standard 3-year parts warranty unless otherwise stated in writing.
• Extended parts warranty support of up to 10 years may be available where genuine Jila Water replacement filters are purchased and replaced annually.
• Proof of maintenance may be required, including filter purchase records, service records, or photos of removed filters.
• Warranty does not usually include labour, service call-out costs, freight, consumables, or third-party plumbing costs unless required by law.

Filter Replacement Policy

Filtration systems require regular maintenance to keep performing as intended.

• Most Jila Water systems require filter replacement every 12 months, depending on water quality, usage and system configuration.
• Failure to replace filters when required may reduce system performance and affect extended warranty eligibility.
• Genuine Jila Water replacement filters should be used to maintain the correct fit, flow and filtration performance.
• Mixed-bed resin and some filter media may need to remain fresh before fitting. In some cases, Jila Water may dispatch certain replacement filters closer to the required service date.