Refund policy

We're proud of every can and bottle we send out. If something's not right with your order, returns and refunds should be easy.

Your rights under the 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.

Faulty, damaged or wrong items

If anything arrives faulty or damaged, or we've sent you the wrong product, email us at enquiry@wallabywater.com.au with your order number and a photo. We'll send a replacement or give you a refund, and we'll cover any postage. This applies however much of your order you've already used.

Change of mind

Not happy for any other reason? Email us at enquiry@wallabywater.com.au within 30 days of receiving your order and we'll arrange a refund. Include your order number (it's in your order confirmation email) and let us know what wasn't right, so we can do better next time.

• Once we've agreed the return, we'll email you our return address.
• Send the products back in the box your order came in (any sturdy box is fine if you've already recycled ours). Return postage for a change of mind is up to you, and we recommend a tracked service.
• There are no restocking fees.

Change-of-mind returns need to be largely unused. If more than a quarter of your order has been used (more than 6 cans or bottles from a carton of 24), we can't accept it back for a change of mind. Faulty products are always covered, as above.

Custom-labelled orders are made especially for you, so they can't be returned for a change of mind. If they're faulty, they're covered like everything else.

Subscriptions

Each subscription delivery is covered by this policy in the same way. To change, skip or cancel future deliveries, see our subscription policy.

Refunds

Once your return reaches us (or we've confirmed a problem with a faulty item), we'll refund you to your original payment method and email you to let you know. For a change-of-mind return, we refund the products you send back; the original delivery charge isn't refunded. Your bank may take a few business days to show it.