Warranty and Returns

Lifetime Replacement Warranty

We are so confident of the quality of our products, should any malfunctions develop due to faulty materials or manufacturing defect, we will replace the part or system with the same or similar product within the life of the purchaser.

Your warranty naturally does not cover misuse or negligent handling, or prolonged use of expired filters resulting in physical damage.

Should we discontinue a product line & no longer supply replacement filters contact us directly, upon return of obsolete item we will replace your filter system with the equivalent model for the same cost as your replacement filter set.

Consumer Guarantee and Warranty Claims

Our team is happy to chat with you about an issue you may have with the water filtration process.

Waters Co Lifetime warranty and consumer guarantee do not cover misuse of the item outside of its design parameters.  

  • For example;      Placing any item in a dishwasher.
  • Physical damage - Accidental damage caused by an item being dropped or knocked.
  • Broken glass, we will happily replace glass damaged in transit during delivery, however after 30 days glass is not covered for damage/breakage.
  • Not following replacement filter schedule, prolonged use of expired filters.
  • Any items that has been purchased second hand or gifted after being in use.
  • Not following installation, and maintenance instructions.

Together with Waters Co Lifetime Warranty, under consumer law, if you feel there is a fault with a Waters Co product there are several steps involved to process a claim.   

  • If there appears to be a fault, it is recommended you contact Waters Co as soon as possible for troubleshooting to remedy the perceived fault.
  • If troubleshooting remedies do not right the issue, in consultation with Waters Co Australia, the item in question needs to be returned to Waters Co Australia for assessment.  Postage is to be paid by the customer.
  • On receipt of the item, Waters Co will issue an email noting the item has been returned and is being assessed and repaired if possible.

If the item is found to have a manufactures fault, Waters Co will offer to repair or replace under the consumer guarantee, at the discretion of Waters Co, in consultation with the customer.  An exchange may be also be offered, at this time, for another item, at which point the customer will be obligated to pay any price difference if it is greater than original purchase. 


We have great confidence in our products, however we understand sometimes they may not be quite right for you...

If you are having problems with getting your Waters Co filter system up and running see instructional videos under Support tab - Instructions or contact us for support if you are still unsure. 

Should you receive a product that you believe is not what was ordered or does not meet your expectations, we shall replace the item or refund the item purchase value (excluding initial delivery fees) at our discretion provided the item is returned in original undamaged condition. Please contact us prior to returning the item to the following address:

Waters Co NZ. Returns
Unit 7, 113 Pavilion Drive
Airport Oaks
Auckland  Auckland 
2022  New Zealand


We do not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place. We are unable to refund returns that are lost or damaged, please ensure any returns are covered up to the value of the item. Please email tracking of returned goods via our contact page or live chat.

Shipping Policy

It is your obligation to enter the correct delivery address details at the time of purchase. If you provide the wrong address, or are unable to collect your order and it is returned to our warehouse, we are not obliged to re-send the order to the correct address at our expense.

We use road based courier companies that will deliver from our Aukland warehouse to most metropolitan areas in 2 – 4 days including Post office box deliveries. All shipments are insured, however condition of items should be inspected for damage prior to signing for receipt.

Unfortunately, we are unable to guarantee time of delivery.
It is the responsibility of the customer to monitor tracking of your order and contact delivery provider in the first instance using the tracking information provided if an order does not arrive. Once we learn an order has not arrived by the due date, we will lodge enquiries with the courier to ensure delivery occurs as soon as possible. We cannot be held liable for any loss or damage resulting from late delivery.
Please note that if an item has been lost in transit, we may not dispatch a replacement item immediately. Replacement items will be dispatched at our discretion after initial enquiry with delivery service. Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.

Cancelled and returned orders will be refunded minus any applied shipping charges at the time of purchase. We do not charge restocking or return fees however return postage is the customers responsibility.

Just added to your wishlist:
My Wishlist
You've just added this product to the cart:
Go to cart page