Returns

Change of Mind

Before placing an order, we strongly encourage you to contact us via email or phone to address any questions or concerns about a product. If you wish to return an unopened and undamaged item, you must first call us for approval.

Please note that returns are at our discretion. We also reserve the right to apply a 20% restocking fee and will not refund any costs incurred during order processing. You cannot return a product and expect a full refund without prior discussion and approval.

Consumer Rights

Under the Consumer Guarantees Act 1993 (CGA), you have specific legal rights when purchasing goods. These include guarantees that the goods:

  • Are of acceptable quality, meaning they are:

    • Suitable for their intended purpose

    • Free from minor defects

    • Safe and durable

    • Acceptable in appearance and finish

  • Are fit for a specific purpose if we have represented them as such

  • Match their description

  • Correspond to any sample or demonstration model provided

If any product does not meet these guarantees, we will fulfill our legal obligations to provide a suitable remedy. These rights exist in addition to any manufacturer warranty you may have.

Please note: The CGA does not cover goods that have been used in a way that a reasonable consumer would not expect. If the product would have met the acceptable quality standard had it not been misused, the guarantee does not apply.

Business Purchases

If you are purchasing goods for business purposes, as defined in sections 2 and 43 of the CGA, you agree that the consumer guarantees provided under the CGA will not apply.

Product Failures (Minor & Major)

Minor Issues

If a product has a minor defect that can be fixed within a reasonable time, we will either:

  • Repair the product

  • Replace it with an identical item

If we cannot repair or replace it within a reasonable time, we will provide a full refund.

Major Failures

A major failure occurs when a product:

  • Cannot be repaired

  • Cannot be repaired within a reasonable time

  • Has a serious defect as defined in section 21 of the CGA

If your product has a major failure, you can choose to:

  • Return the item for a replacement

  • Return the item for a full refund

  • Keep the product and receive compensation for its reduced value

If you opt for a replacement, we will provide an item of the same type and similar value, where available.

Goods Damaged in Transit

Before accepting a delivery, please inspect the package for damage. If you notice damage:

  • Do not sign any receipt confirming the goods were received in good condition.

  • Contact us within 24 hours of delivery.

We will arrange for the damaged item to be returned, and we will either repair, replace, or refund the item at our discretion. Items must be returned in their original packaging along with all packing slips.

Additional Information

Delivery Charges

Customers are responsible for shipping costs when returning items if the goods are not deemed faulty. If, upon inspection, the returned product is found not to be faulty or in breach of any consumer guarantee, we may:

  • Charge a fee for examining the product

  • Charge for returning the product to you

Goods must be returned within a reasonable timeframe, and proof of purchase from Rodney Water Filters may be required.

Refunds

Refunds are issued at our discretion and are typically processed within 14 days.