Returns & refunds

The 60-night guarantee

You have 60 nights from the day your order arrives to decide. If you are not happy for any reason, email us and we will refund you in full and send you a free return label.

You do not need the original box, and you do not need to have kept it unused. This is a taste test, so a used filter is expected — that is the entire point of the guarantee.

How to start a return

• Email ozflowsupport@gmail.com with your order number and tell us you would like to return the item.
• We reply with a prepaid return label, usually the same business day.
• Attach the label, drop the parcel at any Australia Post outlet, and keep the receipt.
• Your refund is processed once the parcel is scanned as returned.

When you get your money back

Refunds are issued to your original payment method. Once we process it on our end, card refunds typically take 5–10 business days to appear, depending on your bank. Afterpay and Zip refunds follow their own timelines and adjust your remaining instalments.

We refund the full amount you paid, including any discount applied at checkout. We do not charge restocking or handling fees.

The 2-year warranty

Every OzFlow system carries a 2-year warranty against manufacturing faults and defects. If a housing cracks, a thread fails or a unit stops sealing under normal use, we replace it free.

The warranty covers the system, not the filter cartridges, which are consumable and wear out by design. It also does not cover damage from freezing, hot-water connection, drops or attempted disassembly.

Cartridge subscriptions

There is no minimum term and no cancellation fee. Reply to any subscription email or message us here and we will skip, pause or cancel it immediately.

If a cartridge shipment has already been dispatched when you cancel, that shipment still arrives and is still charged, but nothing after it will be.

Change of mind on unopened items

The 60-night guarantee already covers change of mind, opened or not, so there is no separate process. Contact us within 60 nights of delivery either way.

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

This guarantee and warranty are offered in addition to those rights, not instead of them.