Returns and refunds
We are a small Brisbane business and we would rather you ended up with the right tank than a tank you regret. So the short version is this. Every tank comes with a 30 day money-back guarantee. Use it on your own water, and if it does not do what we say it does, contact us within 30 days of delivery and we will refund it.
The longer version is below.
The 30 day window
You have 30 days from the day your order arrives to request a return. Email us at admin@spotfreerinse.com.au with your order number and tell us what you would like to send back.
We will reply with instructions and the return address. Please talk to us before posting anything back, because parcels that turn up without an approved return cannot be accepted.
Our 30 day guarantee
Water quality changes from suburb to suburb, and a DI tank only really proves itself once you run it. We would rather you tested it properly than guessed.
So use it on your own water, on your own vehicle, in your own conditions. Run a full wash. Check the TDS meter. See how the car dries.
If it does not do what we say it does, a used tank is still returnable inside the 30 day window. You do not need to keep it sealed, boxed or unopened to send it back, and we will refund the purchase price of the goods.
This is a guarantee about how the tank performs. It is not a free trial period, and we do not accept returns simply because you have changed your mind or ordered a size you did not need. If you are unsure which size suits your water, ask us before you order and we will help you get it right.
The condition we need it back in
Two things matter to us, and only two.
- Undamaged. Normal marks from careful use are expected and completely fine. A bit of dust, a scuffed jacket, water marks on the housing, none of that is a problem. Cracks, breaks, stripped threads and damage caused by misuse are a problem.
- Complete. Everything that came in the box needs to come back with it. That means the tank head, the hoses, the connectors, the bypass valve and the TDS meter, where those were supplied with your order.
If parts are missing, or the item comes back damaged, we may reduce the refund to cover the loss, or decline the return. We will always tell you why before we do anything.
Pack it the way it arrived if you still have the packaging. If you do not, any packaging that protects it properly is fine.
Who pays the postage
If the tank does not perform as described, or your order arrives faulty, damaged in transit or simply the wrong item, we cover the return postage and we make it right. Contact us before you send anything back.
Where we accept a return outside those grounds as a goodwill exception, you pay the postage to send the item back to us and that postage is not refunded. Tanks are heavy, so it is worth getting a quote before you commit.
Please use a tracked service. We can only refund items we actually receive, and tracking protects both of us.
Resin is a consumable
DI resin does its work by being used up, so we treat it as a consumable. Once resin has been used it cannot be refunded.
Resin replacement kits can be returned within the 30 day window only if they are still sealed and unused. Once a kit is opened or poured, it is yours.
Returning a used tank is a different matter. The resin inside a tank you have been testing has simply done its job, and we do not deduct it from your refund.
How the refund works
We will email you once your return arrives and has been inspected, and let you know whether it has been approved.
An approved refund is for the purchase price of the goods. It goes back to your original payment method within 10 business days of approval. Your bank or card provider can take a few extra days to post it on their end, which is out of our hands.
If more than 15 business days have passed since we told you the refund was approved and nothing has landed, email admin@spotfreerinse.com.au and we will chase it up.
Exchanges
If you want a different size or a different item, the quickest path is to return the one you have and place a new order for the one you want. That way you are not waiting on us to process one thing before the other ships.
Not sure which size suits your water? Email us before you order. We would rather spend five minutes helping you choose than process a return later.
Your rights under Australian law
Nothing in this policy limits or replaces your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
Talk to us
Spot Free Rinse tanks are assembled and tested in Brisbane, and you get a real person on the other end of the email.
Email admin@spotfreerinse.com.au. We aim to reply within 24 hours.
Once your return is confirmed, returns are posted to PO Box 4488, Forest Lake QLD 4078. Please do not send anything to that address before we have confirmed the return with you.
Wash. Rinse. Pack up.
