We want you to be genuinely confident in your purchase. If an unused product doesn't meet your expectations, we'll refund it.
If a used product has a manufacturing defect, we'll replace it.
Here's exactly how it works.
Return unused items within 100 days of delivery for a refund
Return postage is at the customer's expense unless the item is faulty
Applies to returns missing original packaging or parts not due to our error
Used filters, cartridges, and certain products cannot be returned
To qualify for a return and full refund, all of the following must apply:
Contact us before the 100-day window closes to initiate your return. We cannot accept returns requested after this period.
The product must be in the same condition as when it was received — unused, uninstalled (no water added), and in resaleable condition.
All original packaging, accessories, and components must be included. Returns missing parts or packaging are subject to a 20% restocking fee and will receive only a partial refund.
All returns must be approved by our team before you post them. Items sent back without prior authorisation will not be accepted and will be returned to sender.
Email hi@holyh2o.com.au or use our contact form with your order number and the reason for your return. Do not send items back before receiving approval.
We'll ask for a photo of the product and its packaging before approving the return. This helps us assess condition and process your refund faster.
Once approved, we'll email you the return address and packaging instructions. Return shipping is at your expense — we recommend using a tracked postal service and keeping your receipt.
Emailing a photo of your post office lodgement receipt allows us to action your refund immediately, without waiting for the parcel to physically arrive at our warehouse.
Once we receive and inspect the return, we'll notify you of approval. If approved, your refund is issued to your original payment method within 10 business days. Allow additional time for your bank to process it.
Inspect your order as soon as it arrives. If something is defective, damaged in transit, or not what you ordered, contact us immediately — we'll make it right.
Damage claims and defect reports must be submitted within 10 days of delivery. Please include photos showing the defect or damage clearly.
Manufacturing defects that affect performance are covered. Normal wear and tear, minor cosmetic marks reported after 10 days, and damage caused by misuse are not.
If you've used the product but it develops a defect, we offer free replacements — not refunds — through our standard warranty and Lifetime Guarantee process. See the Lifetime Guarantee →
A 20% restocking fee applies to returns where:
In these cases, only a partial refund will be issued after the restocking fee is deducted. To avoid this, keep all original packaging until you're certain you want to keep the product.
For health, safety, and hygiene reasons, the following items are final sale and cannot be returned once received:
Once exposed to moisture, cartridges cannot be returned due to mould and cross-contamination risk.
Used filter refills for Shower Mate, Shower Max, and Bath Mate cannot be returned.
Once water has been added and the filter is in use, it is ineligible for return. Defective units are covered by the Lifetime Guarantee.
Products ordered as custom, special, or personalised items cannot be returned unless defective.
Products marked Final Sale or Non-Returnable at the time of purchase are not eligible for return unless they arrive faulty.
We don't process direct exchanges. The fastest way to get the right product is to:
Follow the standard return process above. Once the return is approved, you'll receive your refund.
Once your return is accepted, place a separate order for the product you want. This ensures you get it as quickly as possible without waiting for the return to complete.
If you purchased a product as part of a bundle at a discounted price and wish to return only part of it, the remaining items will revert to their standard individual pricing. The refund issued will reflect the bundle discount adjustment.
Email us at hi@holyh2o.com.au or use the contact form below. Include your order number and we'll get back to you within one business day.
Contact Us to Start a Return →
