All products offered through the Filtermate and GBSG websites come with warranties from the original manufacturers.
Filtermate will provide guarantees in accordance with the Australian Consumer Law. For more information regarding Australian Consumer Law please click here.
Filtermate is not obliged to provide refunds if you change your mind or if you have selected the wrong product.
Terms and conditions are subject change from time to time without prior notice. It is your responsibility to review the terms and conditions prior to placing orders on the website.
Shipping charges apply to all orders placed except for products which are exempt or if you select 'store pickup'.
Whole House systemsare sent by courier and shipping is generally included in the sale price, however some systems and destinations do not qualify for flat rate shipping- a rate enquiry can be done on request. If you place an order for a system and your location does not qualify for flat rate shipping we will contact you for further details.
Consumables and spare parts are sent by Australia Post and shipping charges are calculated when the items are added to your shopping cart. Delivery can be to any address that receives Australia Post, including PO Boxes.
Shipping and dispatch times on our website are indicative only. To avoid delays and possible second delivery charges, we strongly recommend that you provide an attended business address (such as a work address), where someone you trust will be available to receive and, if required, sign for the order during normal business hours.
Loss and Damage
Signing for Courier Delivery - The customer is responsible for ensuring that either they or their authorised representative inspect the goods prior to accepting the delivery and signing the Proof Of Delivery (POD) document. Each delivery should be checked for completeness (i.e. enclosed goods as per accompanying Consignment Note) and any transit damage. Failure to inspect the goods prior to signing the POD will result in voiding of any insurance against loss or transit damage.
Australia Post- any items delivered by Australia Post that are received damaged must be presented to the local post office or postal shop where a claim for compensation can be completed.
Additional Fees and Charges
If we incur extra delivery charges as a result of your action or inaction, these may be passed on to you at our discretion. An example of such charges are second delivery charges by couriers as a result of you or someone who can receive the goods not being in attendance at your nominated delivery address when you have specified that the address is attended during normal business hours.
No part of the Refunds and Returns Policy is intended to limit any rights or remedies customers may have under the Australian Consumer Law (ACL) or equivalent State and Territory legislation.
Please research the products carefully before placing an order. We generally do not provide refunds or exchanges for incorrectly ordered goods or if you change your mind once you have received the goods. We take no responsibility for incorrect choice of product or for any compatibility issues between systems. The customer is ultimately responsible for researching the product specifications from the manufacturer and other resources and selecting the appropriate product to meet their requirements.
In Warranty Services
Customers having difficulty with our products should contact Filtermate who will investigate and refer to the manufacturer where necessary. Please refer to the owner's manual of your product for warranty terms and conditions.
Filtermate is committed to supporting the 'National Privacy Principles for the Fair Handling of Personal Information' which set clear standards for the collection, access, storage and use of personal information which we obtain as part of our business operations.
Our respect for our customers' right to privacy of their personal information is paramount and as such we strive to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely, and in accordance with the National Privacy Principles.
What personal information do we collect and store?
So that we can provide services to you, we may ask for personal details such as your name, address, telephone number or e-mail address. Some examples of where we may need these details are pre-orders, home deliveries, competitions & promotions and when you opt-in to receiving marketing newsletters.
Filtermate takes measures to ensure your personal information is protected from unauthorised access, loss, misuse, disclosure or alteration. We also take measures to destroy or permanently de-identify personal information when it is no longer required. The types of measures we take vary with the type of information, and how it is collected and stored.
Generally, you have no obligation to provide any information requested by us. If you choose to withhold requested information however, we may not be able to provide you with the goods and services that depend on the collection of that information, particularly if the collection of that information is required by law.
How is personal information used?
The personal information that we ask for is generally used to provide goods or services to you. For example, for a credit card transaction we need your card number, and for a competition we need your contact details so we can contact you if you win.
We may also use your personal information in other ways to provide you with superior service. This may include using your personal information to advise you of new products and services. You have the right to tell us that you do not want us to send information to you other than for the main purpose for which we have collected your personal details.
Where possible, we try to ensure that our disclosure of information to other organisations (for example market researchers, and others with whom we have commercial arrangements) is in a way which does not personally identify individuals.
Access to your personal information
We will provide you with access to any of your personal information we hold (except in the limited circumstances recognised by privacy law).
If you require access to your personal information, please email us. Of course, before we provide you with access to your personal information we will require some proof of identity. For most requests, your information will be provided free of charge, however we may charge a reasonable fee if your request requires a substantial effort on our part.
If you need to update your information (eg. if you change your address), please contact us so we can make the change.
More information about Privacy law and the National Privacy Principles is available from the Federal Privacy Commissioner at www.privacy.gov.au.