Effective 7 September 2026
This policy applies to products supplied by Lightning Australia Pty Ltd (ABN 73 676 591 512), trading as AQUAOZZY. It should be read with our Terms and Conditions. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable rights under the Australian Consumer Law.
Before returning a product
Email info@aquaozzy.com.au or call 0455 332 632 before sending anything back. Please provide your name, order number, the product concerned, a description of the issue and, where useful, clear photographs. We may ask for further information reasonably needed to assess the request.
Do not arrange unapproved return freight or remove an installed system solely for assessment before speaking with us. This helps avoid unnecessary cost, handling or damage and allows us to provide the correct instructions.
Faulty, damaged or incorrect products
If a product is faulty, not as described, damaged in transit or different from what you ordered, contact us as soon as reasonably possible. Keep the product, packaging and delivery documentation until we advise the next step. Prompt notice helps us investigate transit damage, but it does not remove any rights you have under applicable law.
After assessment, the available remedy may be a repair, replacement, refund or another remedy required by law. The appropriate remedy depends on the circumstances and whether a failure is major or minor under the Australian Consumer Law.
Consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure, you may be entitled to reject the goods and choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss or damage. If a failure is not major, we are generally entitled to provide a remedy within a reasonable time.
Three-year system warranty
The AQUAOZZY whole-house filtration system includes a three-year warranty, subject to the warranty terms supplied with the product, correct licensed-plumber installation and required maintenance. The express warranty operates in addition to your non-excludable consumer rights. Proof of purchase and relevant installation or maintenance information may be reasonably required to assess a claim.
Change of mind
Unless AQUAOZZY agrees otherwise in writing, we are not required to accept a return because you changed your mind, ordered the wrong item or no longer require it. Contact us promptly if this occurs. We may consider a request at our discretion, taking account of product condition, packaging, hygiene and safety, whether the product has been installed or used, and costs already incurred. This does not affect remedies available for a breach of a consumer guarantee.
Installed products and site issues
Installation must be completed by a licensed plumber in accordance with applicable plumbing requirements and the supplied documentation. Product remedies do not automatically cover unrelated plumbing work, unsuitable site conditions, unauthorised modifications, misuse or installation and maintenance that do not follow applicable requirements. Any limitation applies only to the extent permitted by law.
Return freight and inspection
We will provide return or inspection instructions after reviewing your request. Where a product is confirmed to have a failure covered by applicable consumer guarantees, we will meet our obligations regarding reasonable return costs. For a return accepted only as a discretionary change-of-mind return, the customer may be responsible for approved freight and related costs disclosed before the return proceeds.
Refunds
Approved refunds are issued using the available original payment method unless another method is required by law or agreed with you. Processing time can depend on the payment provider or financial institution. We will confirm when the refund has been initiated.
Contact
Lightning Australia Pty Ltd trading as AQUAOZZY
ABN 73 676 591 512
info@aquaozzy.com.au
0455 332 632