Refund policy

Returns, Refunds and Consumer Guarantees Policy

Thank you for shopping at ClearFlow Filtration,

At ClearFlow, we are committed to providing high-quality products and support. This policy explains your rights under the Australian Consumer Law (ACL), as well as our voluntary return policy for change-of-mind returns.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law. (ACCC)

Australian Consumer Law Consumer Guarantees

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. (ACCC)

Where a product does not meet a consumer guarantee, your remedy will depend on whether the problem is major or minor.

If the product has a major problem, you are entitled to choose a refund or a replacement.

If the product has a minor problem, we will provide a free repair within a reasonable time. If we do not repair the product within a reasonable time, you may be entitled to a refund or replacement, or to have the product repaired elsewhere and recover reasonable costs. (ACCC)

You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from the problem. (ACCC)

Order Cancellations

If you wish to cancel an order, please contact our customer service team as soon as possible at clearflowfiltration@gmail.com.

If your order has not yet shipped, we will do our best to cancel it without additional charges.

If your order has already shipped, your request will be handled under the applicable return, refund and consumer guarantee rules set out in this policy.

Change-of-Mind Returns

We do not offer refunds or returns for change of mind.

For hygiene and water safety reasons, we cannot accept returns for opened or used filter products unless the item is faulty, damaged, incorrect, unsafe, or not as described.

This does not affect your rights under the Australian Consumer Law.

If your product has a problem, please contact us at clearflowfiltration@gmail.com with your order number and clear photos or videos of the issue.

Under the Australian Consumer Law, change-of-mind returns are not an automatic legal right and are offered at our discretion under this voluntary policy. (ACCC)

Products with a Problem

If your product is faulty, damaged, incorrect, unsafe, or not as described, please contact us as soon as possible at clearflowfiltration@gmail.com and provide:

  • Your order number

  • Full name

  • Clear photos or videos of the issue

We will assess the issue and provide a remedy in accordance with the Australian Consumer Law.

Depending on the nature of the problem, this may include:

  • A repair

  • A replacement

  • A refund

  • Compensation for reasonably foreseeable loss or damage. (ACCC)

If the product has a major problem, you may choose:

  • A refund

  • A replacement

If the product has a minor problem:

  • We may choose to repair the product within a reasonable time. (ACCC)

Additional information:

  • We will not charge any restocking fee for products returned because they do not meet a consumer guarantee

  • Original packaging is not required to exercise your rights under the Australian Consumer Law, but it may help us process your return more efficiently

  • You may be asked to provide proof of purchase (ACCC)

Exchanges

If your product has a major problem, you may choose a refund or replacement under the Australian Consumer Law.

If your product has a minor problem, we may first offer a repair within a reasonable time. (ACCC)

How to Return a Product

Step 1: Contact our customer service team before sending any product back. We will review your request and provide return instructions.

Email: clearflowfiltration@gmail.com

Step 2: Prepare the package after receiving return instructions.

To help us process your return faster, please include your order number in the package where possible.

Please return the product with all accessories and components.

Please use the original packaging.

Step 3: After shipping the return, please send us your return tracking number.

Once the returned product is received and inspected, we will process the agreed remedy, whether that is a repair, replacement, refund, or another appropriate solution.

Refunds

Where you are entitled to a refund under the Australian Consumer Law, we will process it using the original payment method unless otherwise agreed.

Contact

Email: clearflowfiltration@gmail.com