Refund policy

Your rights under 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 not as described

If your product arrives faulty, damaged, or not as described, contact us at support@filtrazen.com within a reasonable time of discovering the issue. Please include your order number and photos of the issue where possible. Depending on the nature of the failure, we will offer a repair, replacement, or full refund, and we will cover the cost of return shipping for faulty items.

Compatibility note: ClearFlow fits standard Australian shower arm threads (fixed and handheld). If yours doesn't seem to fit, contact us before returning — in most cases our team can resolve it with install guidance or an adapter.

Change of mind returns

•    You may return your order within 30 days of delivery for a refund.

•    Items must be unused, in original condition, and in their original packaging. For hygiene reasons, we cannot accept change of mind returns of filters or capsules that have been installed or exposed to water.

•    Return shipping for change of mind returns is at your cost.

•    Refunds are issued to your original payment method once we receive and inspect the return, less any original shipping costs.

To start a return, email support@filtrazen.com with your order number and we will provide the return address and instructions. Please do not send returns without contacting us first.

Subscription (ClearFlow Club) deliveries

Unopened refill capsules from a subscription delivery may be returned under the same 30-day change of mind terms above. If a subscription delivery arrives faulty or damaged, your Australian Consumer Law rights apply and we will replace or refund it at no cost to you.

Refund processing

Once we receive and approve your return, refunds are processed within 5 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account. We will notify you by email when your refund has been processed.

Contact

For any return or refund questions, email support@filtrazen.com with your order number.