Refund policy

Refund and returns policy

You can return most items within 30 days of delivery for a full refund of the item price. Filtrs.com.au is a trading name of New Eco Group Pty Ltd (ABN 35 605 931 342).

30-day returns

  • Return window: 30 days from the date your order is delivered.
  • Condition: items must be unused, uninstalled and in their original, undamaged packaging with all parts included.
  • Restocking fee: none.
  • Return shipping: you pay the cost of sending a change of mind return back to us. We recommend a tracked service, as we cannot refund items lost in transit to us.

Items we cannot accept as change of mind returns

For hygiene and safety reasons, drinking water and shower filters (including fridge water filters and coffee machine filters) cannot be returned once the sealed packaging has been opened or the filter has been installed. This does not affect your rights if the item is faulty.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and a photo. We will arrange a prepaid return and send a replacement or a full refund, including your original shipping cost.

How to start a return

  1. Contact us by phone on (08) 6270 1707 or through the contact form at filtrs.com.au/pages/contact with your order number and the items you want to return.
  2. We will reply within 1 business day with a return authorisation and the return address.
  3. Pack the items securely in their original packaging and include your order number.

Returns sent without a return authorisation may be delayed.

Refunds

We inspect returns and process refunds within 5 business days of receiving them. Refunds go back to your original payment method; your bank may take a further 3 to 5 business days to show the credit. Original shipping charges are refunded only for faulty, damaged or incorrect items.

Exchanges

To swap an item, return the original for a refund and place a new order for the item you need.

Your rights under 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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.