Refund policy

RETURN POLICY

We want you to be totally satisfied with our products. Our aim is to make the returns process as simple and as easy as possible for you. In the rare event that you are not satisfied with your purchase, we offer the following returns option for orders placed on nurawater.com. 

Faulty Product Claims

If you purchased a faulty product from us or we have delivered the wrong product (when correctly ordered), you may have the option to make a claim under our NURA Manufacturer’s Warranty and/or applicable Consumer Protection Laws (consumer guarantees) of your relevant country. We reserve the right to decline an exchange, refund or repair where any product fault is due to misuse or neglect. Always retain your product and do not dispose of the item so that we can assess your claim.

How to make a Faulty Product Claim?

We have a 3 stage claims process as follows:

Stage 1: Troubleshooting

Send your full name, order number, best contact information and brief details of your product issues through to: help@nurawater.com 

In some cases, troubleshooting tips from our CX Team may be able to fix your product issue. If not, we may have to request more information from you and advance your claim to Stage 2: Photo/Video Assessment.

Stage 2: Photo/Video Assessment

At this stage, we require you to provide our CX Team with photos or a video of your product clearly showing the fault. You must also provide the LOT/Batch number located on the product packaging. Details of this stage are as follows:

• Your product will be assessed for faulty materials or workmanship.

• We will assess your claim as soon as we can, but no longer than 14 Business days.

• If your claim is successful, we will provide you with a replacement product or store credit.

• We reserve the right to decline your claim where product misuse or neglect is evident.

Due to the technicality of some product faults, we may request a physical assessment of your product (where possible). In this situation, your claim will need to advance to Stage 3: Physical Assessment.

Stage 3: Physical Assessment

At this stage, we will require the product be returned to our Authorised Repair Agent or the Manufacturer for physical assessment of the fault. Details of this stage are as follows:

• Your product will be assessed for faulty materials or workmanship.

• Seek approval and shipping details from our CX Team before returning products.

• You must meet the Shipping Fees which will be reimbursed if a fault is found.

• Subject to shipping times, this assessment may take 28 Business Days to complete the assessment from the time we receive your product.

• If your claim is successful we will provide you with a replacement product or full refund including a refund of the Shipping Fees incurred when returning the product.

• We reserve the right to decline your claim where product misuse or neglect is evident.

More Information

If you require more information about our claims process, please contact our CX team at help@nurawater.com.

NURA Manufacturer Warranty

The benefits provided to you in the NURA Manufacturer’s Warranty are in addition to other rights and remedies of a consumer under the Australian Competition and Consumer Act 2010 and any other laws in relation to the product of which this warranty relates.

The NURA Manufacturer’s Warranty covers the product against faulty materials or workmanship and entitles you to a replacement product during the applicable warranty period for the product.

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 for 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.