Returns & Refunds Policy
We offer a 100-day money-back guarantee on unused products. To be eligible, items must be in original condition, and returned in original packaging with all parts included. Returns must be initiated within 100 days of delivery.
The 100-day guarantee covers one replacement per product/order. Warranty claims are assessed for cracks, leakage, and structural defects that affect the product's ability to function. Minor cosmetic scratches do not qualify for replacement if reported after 10 days of receiving the item.
How to start a return
Contact us at hi@holyh2o.com.au with your order number before sending anything back. Items returned without prior approval will not be accepted. Once approved, we'll send return instructions. Return shipping is at the customer's expense. We recommend using a tracked service and keeping your postage receipt.
Restocking fee
A 20% restocking fee applies to returns missing original packaging or parts for reasons not due to our error. A partial refund will be issued.
Refunds
Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are processed to your original payment method within 10 business days. Allow additional time for your bank to process it. If 15 business days have passed since approval, contact us at hi@holyh2o.com.au.
Damaged or defective items
Inspect your order on arrival. Report defects or damage within 10 days of delivery with photos. Damage must affect the product's ability to function — normal wear and tear does not apply. Used products with manufacturing defects are covered by free replacement, not refund.
Non-returnable items
The following cannot be returned for health and safety reasons:
Used water filter cartridges
Used shower and bath filter refills
Used Trinity Water Filter units
Custom or special order items
Items marked Final Sale at time of purchase
Once a cartridge or filter has been exposed to moisture, it cannot be returned due to mould and cross-contamination risk.
Exchanges
We do not process direct exchanges. Return the item for a refund and place a new order for the correct product.
Bundle returns
If returning part of a bundle, remaining items revert to standard individual pricing and the refund reflects the adjustment.
For assistance: hi@holyh2o.com.au or holyh2o.com.au/pages/contact-us
