Return & Refund Policy

Aqurise A registered business name of Enerward | ABN 93 606 127 249

Your Consumer Rights

Our products 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 products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind

We do not offer refunds or exchanges for change of mind. Once an order is confirmed or installation is scheduled, the purchase is final unless the product is faulty or fails to meet consumer guarantees.

Cooling-Off Period (Unsolicited Sales Only) If your purchase was made during an unsolicited sales visit (door-to-door or in-home consultation you did not request), you have 10 business days to cancel without penalty under the ACL. Written cancellation must be provided within this period.

Faulty Products

If a product is faulty, defective, or not as described, you are entitled to:

• Major failure: A full refund or replacement, at your choice

• Minor failure: A repair within a reasonable time, or replacement/refund if repair is not possible

To claim, contact us within a reasonable time of discovering the fault with proof of purchase and details of the issue.

Installed Products

For installed systems:

• If a fault is identified during or immediately after installation, we will rectify or replace the system at no charge

• If you decline additional work required on installation day, you may receive a refund of your deposit (excluding any banking fees incurred)

• Warranty claims for installed products are handled under our Lifetime Warranty terms

How to Request a Return or Refund

Contact our customer service team:

• Email: ask@aqurise.com.au

• Phone:

Please include:

• Your name and order/invoice number

• Description of the issue

• Photos (if applicable)

We will respond within 3 business days.

Exclusions

This policy does not apply to:

• Damage caused by misuse, neglect, or unauthorised modification

• Normal wear and tear

• Products used contrary to instructions or outside recommended operating conditions

• Consumables (filters) that have been used

Governing Law

This policy is governed by the laws of New South Wales, Australia. Nothing in this policy limits your rights under the Australian Consumer Law.