Returns & Refunds — Forever Water

Our 30-day promise

Every Forever Water machine is covered by a 30-day money-back guarantee. If you're not satisfied for any reason within the first 30 days of delivery, we'll arrange a return and issue a full refund of the purchase price.

No awkward questions. No "sorry, that's a final sale." Just a straightforward refund, because we want every Forever Water customer to be a happy one.

✓ Full confidence purchase: Try Forever Water in your own home for 30 days. Pour yourself a glass. Taste the difference. If it doesn't live up to the promise, we'll take it back and refund every cent.

What's refundable vs. what's not

✓ Fully refundable

Unopened, sealed Forever Water machines
Lightly used machines within 30 days
Defective or faulty units (any time during warranty)
Items damaged during delivery (reported within 48 hours)
Incorrect item received
Duplicate or unintentional orders (before dispatch)

✗ Not refundable

Opened or used replacement filters
Consumable accessories that have been unwrapped
Machines returned after 30 days for change-of-mind
Machines with signs of misuse, neglect or unauthorised modification
Machines returned without original packaging and accessories (refund may be reduced)

How to request a return

The process is simple and usually resolved within 5 business days of pickup.

Contact usCall 0435 997 768 or email returns@foreverwater.com.au. Have your order number handy and tell us the reason for the return — we're not here to talk you out of it, we just want to make sure we're sending the right solution.

We send a return labelWithin 1 business day we'll email you a prepaid return shipping label (we pay the freight for change-of-mind returns within 30 days) along with packing instructions.

Pack & shipRepack the machine carefully — ideally in the original box with all accessories. Our courier will collect it from your door at a time that suits you, or you can drop it at any Australia Post or StarTrack depot.

We process your refundOnce we've received and inspected the return (usually within 3 business days of pickup), we issue a full refund to the original payment method. Refunds typically appear in your account within 5–10 business days depending on your bank.

Refund timing & method

Refunds are issued to the original payment method used for the order:

Credit / debit card: 3–10 business days to appear (varies by bank)
Apple Pay / Google Pay: Same timing as the underlying card
Bank transfer: 1–3 business days
Afterpay / Klarna / Zip: We refund through Stripe and the provider cancels or refunds your remaining instalments automatically. Any instalments already paid are returned to your original payment method, usually within 5–10 business days.

Change of mind

Changed your mind? No problem — but please note:

The machine must be returned within 30 days of delivery
Ideally it should be returned in its original packaging with all accessories (power cable, manual, filters, drip tray)
If the machine has been used, it must be in clean working condition (no significant scratches, dents or internal damage)
We cover the return freight for change-of-mind returns
If original packaging is not available, we may deduct a small restocking fee (up to $50) to cover the cost of re-boxing

Faulty or damaged items

If your machine arrives damaged or develops a fault during use, please contact us within 48 hours of delivery (for freight damage) or within the warranty period (for faults). We'll arrange:

A full replacement of the damaged/faulty item at no cost to you, or
A full refund of the purchase price, or
A repair where appropriate

See our Warranty Policy for more on fault diagnosis and repairs.

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 to 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.

Filter returns

Unopened replacement filter bundles can be returned within 30 days for a full refund (buyer pays return shipping). Opened filters cannot be returned for hygiene and safety reasons — unless they are defective. If a filter is faulty, please contact us and we'll ship a replacement at no cost.

Multi-machine orders

Bought 2 or more machines? You can return one, some, or all of them within the 30-day window. If you keep at least one machine you may lose access to any multi-buy discount (and the retained unit will be re-priced at the single-unit rate). We'll walk you through the numbers before processing.

Cancellations before dispatch

If you've placed an order and changed your mind before it has been dispatched, call or email us immediately and we'll cancel and refund in full — no questions, no restocking fee. Cancellation is not possible once the machine has been handed to the courier.

Exchanges

We don't formally offer exchanges — but if you'd like a different model or an additional unit, you can return the original for a refund and place a new order. Most customers find this simpler and faster than an exchange process.

What if I just want to buy a second one?

Happy Forever Water customers frequently come back for a second (or third) machine — home + office is our most common combination. Call us for multi-buy pricing that includes a discount beyond the standard 2-for-$2,900 multi-buy offer on the website.

Start a return

The fastest way is a quick phone call. Most returns are sorted in under 5 minutes.

Forever Water — Returns
ABN 29 661 135 682
📞 0435 997 768
✉️ returns@foreverwater.com.au
Mon–Fri 9am–5pm AEST