Jila Water Return Policy

Due to the nature of the products we sell, a strict return policy is in place. We work with food-grade certified materials that must be un-opened and un-used to maintain their quality and be re-sold. This policy complies with Australian Consumer Law, which protects both buyers and sellers.

Refunds/Credits/Exchanges:
Refunds are not always an automatic right. Under Australian Consumer Law (ACL), we are not obligated to offer a refund if you buy the wrong size, change your mind, etc. However, at Jila Water, we may, in good faith, offer refunds with applicable fees and conditions if we are not legally required to provide one. Depending on the situation, you may receive an exchange, refund, or credit for an equal amount, less a Restocking or Out-of-Pocket Shipping Expense Fee (if applicable) and any other relevant deductions.

7-Day Return Policy:
Returns will not be accepted without prior approval or after 7 days from the invoice date.

Wrongly Purchased Items/Change of Mind Policy:
Items wrongly purchased, or those bought due to a change of mind, may be returned for merchandise credit. This includes, but is not limited to, products purchased that are:

• The wrong size
• The wrong system
• The wrong replacement pack
• Due to a change of mind
• Due to buyer error, where the buyer did not conduct due diligence (including contacting Jila Water prior to purchase to clarify technical specifications, compatibility, etc.).

Restocking/Out-of-Pocket Shipping Expense Fees:
All returns incur a 17.5% restocking fee or an out-of-pocket shipping expense fee, whichever is greater. This fee covers administrative expenses and any out-of-pocket shipping costs incurred by us. Jila Water may use discretion in determining the restocking fee. You will not receive a full refund of the original purchase price, as shipping the product back is your responsibility, and the refund will be the purchase price minus the restocking or shipping fee. Refer to our Shipping Policies for further details.

Low-Value Returns:
In cases where the cost of returning a low-value item is higher than the refund, it may be more economical to keep the item. For instance, if you purchase $12 worth of tubing and it costs $7.69 each way to ship, you may end up worse off by returning the item.

Shipping Policies:

• Free Shipping Offer: Jila Water reserves the right to select the most cost-effective courier. We cannot guarantee delivery times due to external factors such as supply chain demand, staff shortages, or extreme weather events.
• Express Shipping Policy: If urgent shipping is required, you must contact us directly to arrange express delivery and pay additional fees. Express shipping is not covered by our free shipping offer.
• Late Shipping Policy: Refunds or cancellations will not be issued for delays when free shipping is selected. If an item arrives late and is returned, return shipping and a restocking fee will apply, and a merchandise credit will be issued.
• Free Shipping Does Not Apply to Returns: Free shipping only covers delivery from Jila Water to you. Return shipping or postage costs for exchanges where the buyer is at fault are the buyer’s responsibility.

Returned to Sender Items:
If an item is returned to us due to delivery refusal, being unavailable to sign, or any other reason, Jila Water reserves the right to charge for return shipping. Refer to the Restocking/Out-of-Pocket Shipping Expense Fees policy.

Lost Parcels:
If a parcel is lost in transit, you are entitled to a replacement product or a refund in accordance with ACL. For replacements, express shipping can be arranged for an additional fee.

Product Damage & Faults:

• Damage: Any damage not reported to Jila Water within 48 business hours of delivery is not covered under transit warranty. Return shipping is the buyer’s responsibility, and transit insurance is recommended.
• Faults: Faulty products must be reported with evidence (written, photographic, or video) for assessment. If testing is required, return postage is paid by the buyer, and compensation will be provided if the item is deemed faulty. If not faulty, the buyer is responsible for return postage.

Damage Fees:

• Minor Damage: Repairable damages will incur fees equal to the cost of replacement parts and labor, separate from the restocking/shipping fee.
• Major Damage: Items damaged beyond repair may not be eligible for return. Buyers will be responsible for return freight or disposal.

Disposal of Faulty Products:
In some cases, we may instruct you to dispose of faulty items or supply a return shipping label for returns under warranty.

Special Orders:
Returns for special order items are not accepted unless the manufacturer allows it, and applicable fees will apply.

For questions about our return policy, please contact us before purchasing to ensure you choose the correct product for your needs.