Refund policy

At Transplumb Water Technologies Pty Ltd, we are committed to providing our customers with high-quality products and excellent service. This Returns and Refund Policy outlines your rights under the Australian Consumer Law (ACL).

1. Consumer Rights

Under the Australian Consumer Law, consumers are entitled to a refund or replacement if a purchased product:

  • Exhibits a major defect (e.g., it is unsafe, significantly different from its description, damaged or fails to perform as intended).
  • Does not correspond to the sample or demonstration model provided.
  • Is not fit for the purpose for which it was purchased, provided the consumer informed us of that purpose at the time of purchase.

You will not be entitled to a refund for change of mind or in instances of misuse.

2. Return Process for Defective Items

To initiate a return for a defective item, please adhere to the following procedure:

  1. Contact Us: Notify our customer service team at orders@transplumb.com to express your intent to return the defective item.
  2. Return Instructions: Our team will provide detailed return instructions.
  3. Package the Return: Ensure that the item is securely packaged to prevent damage during transit.
  4. Ship the Item: Return the item to the address provided by our team. Please retain your shipping receipt as proof of return.

3. Refund Processing

Refunds will be processed using the original payment method employed for the purchase. Customers should allow 3-5 business days for the refund to be reflected in their account following the receipt of the returned item.

4. Exclusions

The following items are not eligible for return:

  • Products that have been opened and used (unless deemed faulty).
  • Products that have been used contrary to intended purpose.
  • Products that have been deemed unsuitable by legislative enforcement body
  • Products which have been deemed unsuitable by a governing health authority.

5. Contact Information

For inquiries regarding this policy or to initiate a return, please contact us at:

  • Email: orders@transplumb.com
  • Phone: 1300 537 300
  • Mailing Address: 30 Sunline Dr, Truganina, 3029 Victoria.

6. Policy Updates

Transplumb Water Technologies Pty Ltd reserves the right to update this Returns and Refund Policy periodically. Any amendments will be posted on this page with an updated effective date.