Return and Refund Policy

This policy applies to purchases made directly from crystalpure.com.au.

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.

This policy and any warranty we provide are in addition to your rights under the Australian Consumer Law and do not limit or exclude those rights.

Warranty

Unless the relevant product listing states otherwise, Crystal Pure products include a 1-year voluntary warranty against manufacturing defects.

This warranty does not cover damage or issues caused by misuse, mishandling, incorrect installation, failure to follow product instructions, unauthorised modification, normal wear and tear, or use of the product with an incompatible appliance, device, model, or system.

Consumable parts, accessories, bonus gifts, and packaging are excluded from this voluntary warranty unless otherwise stated or required by law.

To make a warranty claim, please contact us at support@crystalpure.com.au with your order number, a detailed description of the issue, and supporting photos or videos where possible.

DOA / Dead on Arrival Claims

If an item arrives defective, damaged, broken, or shows symptoms of operational failure on arrival, please contact us within 30 days of delivery with a full and detailed description of the issue, including photos or videos where possible.

Crystal Pure may treat claims made after 30 days as warranty or consumer guarantee claims rather than DOA claims. This does not affect any rights you may have under the Australian Consumer Law.

If the product is assessed as DOA, we will provide a remedy in accordance with your rights under the Australian Consumer Law and this policy. Depending on the nature of the issue, this may include a repair, replacement, refund, partial refund, replacement parts, or another appropriate remedy.

If we ask you to return a defective item and the item is confirmed to have a problem, we will cover reasonable return postage costs or provide return instructions. Returned defective products will become the property of Crystal Pure once a replacement or refund has been provided.

Change of Mind Returns

We accept change of mind returns within 30 days of delivery, provided that the item is:

• unused;

• uninstalled;

• in its original packaging;

• in resaleable condition; and

• returned with proof of purchase.

Change of mind returns must be returned at the customer’s cost. Original postage, delivery charges, and shipping protection fees, if charged, are not refundable for change of mind returns.

Refunds for change of mind returns will be processed after we receive and inspect the returned item.

Please contact us before returning any item. Once your return request is approved, we will provide return instructions and the return address.

Items returned without prior approval may not be accepted.

Compatibility and Incorrectly Ordered Items

Customers are responsible for checking product compatibility before purchase, including appliance model number, part number, filter type, size, fitting method, and any other compatibility information shown in the product listing.

If the product supplied matches the listing but is not suitable because the wrong model, part number, or product type was selected, this will generally be treated as a change of mind return, provided the item meets the return conditions above.

If you are unsure whether a product is compatible, please contact us before placing your order.

Damaged, Incorrect or Missing Items

Please inspect your order when it arrives. If the item is damaged in transit, incorrect, or missing parts, please contact us as soon as possible at support@crystalpure.com.au with your order number and photos of the item, packaging, and shipping label where relevant.

We will assess the issue and provide a remedy where appropriate.

Exchanges

For change of mind exchanges, the fastest option is to return the original item under this policy and place a new order for the item you need.

For faulty, damaged, incorrect, or DOA items, we will assess the issue and provide a remedy in accordance with this policy and the Australian Consumer Law.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be processed to your original payment method within 10 business days. Your bank, credit card provider, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@crystalpure.com.au.

Contact

For return, refund, warranty, or product compatibility enquiries, please contact us at:

Crystal Pure
Email: support@crystalpure.com.au