Store Policies Built for clarity, protection, and premium customer confidence.

Jila Water supplies premium whole-home water filtration systems designed for Australian conditions. By purchasing from Jila Water, you agree to the following store policies.

These policies are intended to provide clarity around ordering, delivery, installation, support, warranty, and your rights under Australian Consumer Law.

• All prices are listed in AUD unless otherwise stated.
• Full payment is required prior to dispatch unless another arrangement has been agreed in writing.
• Accepted payment methods may include direct deposit and credit card.
• A 1.7% credit card processing fee may apply where relevant.
• Jila Water reserves the right to cancel or refuse any order at its discretion.

Standard Shipping

• Free standard shipping may be included on eligible orders Australia-wide.
• Shipping timeframes may vary depending on customer location, stock availability and demand.

Express Shipping

• Express shipping may be available at an additional cost upon request.

Delivery Terms

• Jila Water is not responsible for delays caused by couriers, weather events, or supply chain disruptions.
• Shipping delays do not automatically qualify for refunds, cancellations, or compensation.

• All systems must be installed by a licensed plumber.
• Installation must comply with AS/NZS 3500 plumbing standards and any applicable local regulations.
• Jila Water is not responsible for damage, performance issues, or faults resulting from incorrect or non-compliant installation.
• It is the installer’s and property owner’s responsibility to ensure pressure limiting valves, backflow devices, and any other required plumbing protections are installed where necessary.
• Improper installation may void warranty coverage.

Jila Water understands that circumstances can change. Change of mind returns may be considered on eligible products, subject to the conditions below.

Change of Mind Returns

• Requests must be made within 30 days of purchase.
• Returned items must be unused, in original packaging, and in resalable condition.
• Return approval must be obtained from Jila Water before goods are sent back.

Conditions

• A restocking fee of up to 17.5% may apply.
• Return shipping costs are the responsibility of the customer unless otherwise required by law.
• Approved returns may be resolved by store credit or partial refund at Jila Water’s discretion, subject to ACL obligations.

Non-Returnable Items

• Custom-built or made-to-order systems.
• Installed systems.
• Used, damaged, altered, or incomplete products.

Reporting Issues

• Any fault, damage, or delivery issue should be reported within 48 hours of delivery.
• Please include clear photos, video evidence where relevant, and a description of the issue.

Assessment Process

• Products may need to be returned for inspection or testing.
• Return shipping may initially need to be paid by the customer.
• If a product is confirmed to be faulty, Jila Water may provide a repair, replacement, refund, or other remedy required under ACL.
• If no fault is found, shipping costs are not reimbursed and assessment fees may apply.

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 these store policies excludes, restricts, or modifies any rights you may have under law.

Standard Warranty

• Jila Water systems include a standard 3-year parts warranty unless otherwise stated in writing.

Extended Warranty

• Extended warranty support of up to 10 years may be available where genuine Jila Water replacement filters are used.
• Filters must be replaced every 12 months or as otherwise directed by Jila Water.
• Proof of maintenance may be required, including photos of removed filters or purchase records.

Warranty Exclusions

• Labour, service call-out costs, freight, and consumables unless otherwise required by law.
• Improper installation, misuse, neglect, freezing, impact damage, or failure to maintain the system.
• Water conditions, pressure, or plumbing conditions outside the intended design parameters of the system.

• Filtration systems require periodic maintenance and annual filter replacement to maintain performance.
• Jila Water may send replacement reminders around the 12-month mark.
• Failure to replace filters when required may reduce system effectiveness and may affect extended warranty eligibility.

• To the extent permitted by law, Jila Water is not liable for indirect, incidental, or consequential losses.
• Jila Water is not responsible for loss arising from incorrect installation, plumbing failure, misuse, neglect, or delayed maintenance.
• Jila Water is not liable for delays outside of its reasonable control.
• Where liability cannot be excluded, it is limited to the maximum extent permitted by law.

For returns, support, warranty assistance, or general enquiries, please contact Jila Water.