Delivery & Returns
Delivery
We offer a range of delivery options at various speeds. We use a number of delivery services such as: Amazon logistics, UPS and USPS.
Our delivery options are as follows:
a) 2 day expediated
b) 3 to 5 days Standard
All delivery methods have full tracking available. Please note that during December, delivery times for some states may increase slightly due to demand for courier services during the holiday period.
Returns, Refunds & Cancellation Policy
General Returns Policy
Returns are accepted only under the conditions outlined below. By placing an order with Filters-Mart, you agree to the terms of this returns policy.
A return request must be made within 7 days of delivery, and any approved return must be completed within 30 days of the delivery date.
All returns must be authorised by contacting enquiries@filters-mart.com before sending any items back. Unauthorised returns may be refused.
Faulty or Damaged Products
If you believe a product is faulty or has been damaged in transit, you must notify us within 7 days of receiving your order.
You will be required to return the product to us at your own cost for inspection.
Once the returned item has been received, it will be inspected to determine whether:
1. The item is manufacturing faulty
2. The item was damaged in transit
3. The item has been damaged during installation or through consumer misuse
If the product is confirmed to be faulty or damaged in transit, we will issue a full refund, and Reimbursement of the return postage cost.
If the product is determined to be not faulty and/or damaged by the consumer, no refund will be issued.
Hygiene & Installed Filters
Due to the hygienic nature of water filtration products, we do not accept returns of filters that have been installed, fitted, or removed from their sealed protective packaging.
Once a filter has been opened or installed it cannot be resold or redistributed, therefore returns of such items will not be accepted under any circumstances.
This policy is strictly enforced for health, hygiene, and product safety reasons.
Installation Damage
Replacement parts, including water filters, require careful installation in accordance with manufacturer instructions.
Filters-Mart cannot accept returns or issue refunds for products that have been damaged during installation or attempted installation.
If inspection of a returned product shows evidence of:
Forceful fitting, Cracked housings, Broken connectors, Damaged seals or O-rings, Cross-threading & Improper installation the product will be deemed damaged by the consumer, and no refund will be issued.
Filters that have been installed incorrectly can suffer structural damage that may not be immediately visible but may affect performance. Such damage is considered installation damage and is not covered under our returns policy.
Customers who are unsure how to correctly install a product should contact a qualified technician or our customer service team before attempting installation.
Installation Responsibility
All products sold by Filters-Mart are replacement parts intended for installation by a competent person or qualified technician.
Filters-Mart cannot be held responsible for installation errors, incorrect fitting, system airlocks, pressure issues, or damage caused during installation.
Filters-Mart cannot be held responsible for issues caused by system airlocks, incorrect installation procedures, or failure to follow manufacturer installation instructions.
System Condition Disclaimer
Filters-Mart cannot be held responsible for issues arising from the condition, configuration, or maintenance of a customer’s water filtration system.
Replacement filters are designed to operate correctly within a properly functioning and correctly maintained system.
Issues such as, but not limited to:
Low water pressure, Reduced flow rate, System airlocks, Blocked housings or membranes, Incorrect installation & Incorrect system maintenance may affect system performance and do not indicate that the replacement filter is faulty.
Customers experiencing system performance issues should consult a qualified technician to diagnose the system before assuming the replacement filter is defective.
Replacement filters may temporarily alter system pressure or flow characteristics immediately after installation while the system equalises. This is normal and not indicative of a fault.
Product Compatibility
It is the customer’s responsibility to ensure the product being purchased is compatible with their specific system or model.
Filters-Mart provides product descriptions and compatibility information as guidance only.
We cannot accept returns for products that were ordered incorrectly where packaging has been opened.
If you are unsure which product you require, you should contact our customer services team before purchasing.
Returns for Items Purchased in Error
If goods have been purchased in error, they may be returned for a refund provided that:
1. The product is still sealed and unopened
2. The product is unused and in new condition
3. A return request is made within 7 days of delivery
4. The return is completed within 30 days of delivery
Customers are responsible for all return shipping costs.
Used Products
We do not accept returns of used, installed, or opened filters under any circumstances.
Returned products that are found to have been opened, installed, tampered with, or used will not qualify for a refund.
Inspection of Returned Items
All returned products will be inspected upon receipt.
If the returned item:
1. Shows signs of installation or use
2. Has damaged seals or packaging
3. Has been tampered with or modified
the return will be rejected and no refund will be issued.
Multi-Pack Products
Where products are sold as multi-pack bundles, partial returns will not be accepted.
All items within the bundle must be returned unused, sealed, and in original condition.
If any item within the bundle has been opened, installed, or used, the entire bundle will be considered non-returnable.
Evidence Requirement for Fault Claims
If a customer claims a product is faulty, we may request supporting evidence before authorising a return, including but not limited to:
1. Photographs of the product
2. Photographs of the installation
3. Product serial numbers or codes
4. A description of the issue experienced
Failure to provide reasonable supporting evidence may delay or prevent the processing of the return.
Return Shipping
Unless the product is confirmed to be faulty or damaged in transit, the buyer is responsible for all return shipping costs.
For returns from the United States, an unpaid return label may be issued, and the cost of the return will be deducted where applicable.
Orders being returned from Canada must be sent to our UK return address.
Sanitisation Products
Sanitisation products cannot be returned to US or Canadian fulfilment centres.
These products must be returned to our UK office for inspection.
Order Cancellations
Cancellation of orders will incur a 5.5% fee to cover non-refundable payment processing charges.
If a shipping label has already been purchased, the cost of the postage label will also be deducted from the refund.
Both the cancellation charge and any postage costs will be deducted from the refunded amount.
Refused Deliveries / Undeliverable Packages
If a package is refused by the customer or returned due to an incorrect address provided by the buyer, the following costs may be deducted from any refund:
1. Outbound shipping costs
2. Return shipping costs
3. Payment processing fees
Chargebacks & Payment Disputes
If a customer opens a payment dispute or chargeback without first contacting our customer service team, we reserve the right to provide the payment processor with:
1. Order confirmation
2. Delivery confirmation
3. Customer correspondence
4. This returns policy
as evidence that the transaction complied with our terms of sale.
Contact
For all return enquiries please contact: