Refund policy
Returns and refunds
Every Spot Free Rinse 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.
To start a return, email us at admin@spotfreerinse.com.au with your order number and what you would like to send back. We will reply with instructions and the return address. Please contact us before posting anything back, because items sent back without an approved return cannot be accepted.
Our 30 day guarantee
A DI tank only proves itself once you run it, so we do not ask you to keep it sealed. Use it on your own water, on your own vehicle, in your own conditions.
If it does not do what we say it does, a used tank is still returnable within the 30 day window. You do not need to keep it 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
To be accepted, the item must come back:
- Undamaged. Normal marks from careful use are expected and fine. Cracks, breaks, stripped threads and damage caused by misuse are not.
- Complete. Every part that came in the box needs to come back with it, including the tank head, hoses, connectors, bypass valve and TDS meter where these were supplied.
If parts are missing, or the item comes back damaged, we may reduce the refund to cover the loss or decline the return.
Return postage
If the tank does not perform as described, or your order arrives faulty, damaged in transit or incorrect, 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. We recommend a tracked service, because we can only refund items we actually receive.
Resin is a consumable
DI resin is 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.
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.
Refunds
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 and is paid 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.
If more than 15 business days have passed since we approved your refund and nothing has arrived, email admin@spotfreerinse.com.au and we will chase it up.
Exchanges
The quickest way to move to a different size or a different item is to return the one you have and place a new order for the one you want.
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.
Contact us
Spot Free Rinse tanks are assembled and tested in Brisbane, and we answer our own email.
Email admin@spotfreerinse.com.au. Returns are sent to PO Box 4488, Forest Lake QLD 4078, once we have confirmed your return.
Cancelling a pre-order
A pre-order can be cancelled for a full refund at any time before it is dispatched, for any reason. Email admin@spotfreerinse.com.au with your order number. Once it has been dispatched it is treated as a normal order and the 30 day money back guarantee applies from the day it arrives.
