Terms of service
Definitions
In these Terms and Conditions, “H2O”, “we”, “us”, and “our” mean Ecorepair Labs Pty Ltd trading as H2O Australia, including its employees, contractors, agents, and authorised representatives where applicable.
“You” and “your” mean the customer, purchaser, subscriber, lessee, user, or person who acquires products, equipment, services, or access to a Rental or Subscription Plan from H2O.
1. General
1.1 By purchasing a product, subscribing to a plan, leasing equipment, or otherwise using h2ostores.au, you agree to be bound by these Terms and Conditions.
1.2 We may update these Terms from time to time by publishing the updated version on our website.
1.3 Updated Terms will apply to future purchases, subscriptions, leases, rentals, or renewals made after the updated Terms are published. For existing subscriptions, rentals, or leases, any material change will only apply where permitted by law and after at least 30 days’ written notice, unless the change is required sooner by law or is not adverse to you.
1.4 All prices are listed in Australian Dollars (AUD) and, unless clearly stated otherwise, include GST and any other mandatory charges required to be included under Australian Consumer Law.
1.5 Delivery, installation or optional charges may be shown separately before checkout.
2. Orders
2.1 All orders are subject to acceptance by H2O Australia, product availability, and confirmation of the applicable price.
2.2 We may refuse, cancel, or limit an order where reasonably necessary, including where a product is unavailable, there is an obvious pricing or description error, payment cannot be processed, delivery details are incomplete or incorrect, or we reasonably suspect fraud, misuse, or unauthorised activity.
2.3 If we cancel an order after payment has been taken, we will notify you and provide a refund of the amount paid for the cancelled item, including any applicable delivery charge for that item, unless you agree to an alternative solution.
2.4 You will receive an order confirmation by email once your purchase is complete. Please review your order confirmation and contact us promptly if any details are incorrect.
3. Payment
3.1. Full payment is required at the time of ordering unless you have selected an approved subscription or lease plan.
3.2. We accept the payment methods shown at checkout, which may include major credit cards, debit cards, PayPal, or other approved payment methods.
3.3. For subscription or lease plans, you authorise H2O to charge the nominated payment method for recurring payments when they fall due, in accordance with the plan selected by you.
3.4 If a payment cannot be processed, your order may be delayed or cancelled. For subscription or lease plans, failed or missed payments may result in suspension of services or support in accordance with these Terms.
3.5 Any payment surcharge, processing fee, delivery charge, installation charge, or other additional fee will be disclosed before checkout where applicable. Any card payment surcharge will not exceed our cost of accepting that payment type.
4. Shipping and Delivery
4.1 We ship Australia-wide.
4.2 International shipping may be available upon request and may incur additional charges, including freight, duties, taxes, customs charges or other import-related costs.
4.3 Once an order leaves the H2O warehouse, delivery is handled by a third-party courier. H2O does not control the courier’s operations, routes, delivery schedules, or delays caused by the courier, customs processing, weather, public holidays, access issues, or other events outside H2O’s reasonable control.
4.4 Delivery timeframes are estimates only, unless we expressly state that a delivery date is guaranteed. To the extent permitted by law, H2O is not liable for loss, cost, or inconvenience arising solely from delay caused by third-party courier services or other events outside H2O’s reasonable control, except where H2O is required to provide a remedy under the Australian Consumer Law.
4.5 If a delivery is materially delayed, lost, or cannot be completed, please contact us. We will take reasonable steps to assist you, which may include liaising with the courier, providing updated delivery information, arranging replacement delivery where appropriate, or providing any remedy required by Australian Consumer Law.
4.6 If delivery cannot be completed because you provided incorrect or incomplete delivery details, were unavailable to accept delivery, or failed to collect the product where required, you may be responsible for reasonable redelivery, storage, return, or administration costs.
5. Change of Mind Returns and Refunds
5.1. For change-of-mind returns only, you may return a product within 30 days of delivery for a refund or exchange, provided the product is unused, unopened, in its original packaging, and in resalable condition. Please contact our support team before returning any product.
5.2 This change-of-mind returns policy is in addition to, and does not limit, your rights under the Australian Consumer Law, including your rights to a remedy where a product is faulty, defective, unsafe, not of acceptable quality, not fit for purpose, or does not match its description.
5.3 For approved change-of-mind returns, a 25% restocking fee, calculated on the amount you paid for the returned product, will apply to cover shipping, warehouse handling, inspection, administration, and labour costs. Return shipping costs are also the customer’s responsibility for change-of-mind returns.
5.4 The restocking fee and return shipping cost in clause 5.3 do not apply where the product is faulty, defective, incorrectly supplied, or where you are otherwise entitled to a remedy under the Australian Consumer Law.
5.5 Refunds for approved change-of-mind returns will be processed using the original payment method after the returned product has been received and inspected. Original shipping fees are non-refundable for change-of-mind returns, unless the return is due to our error or you are otherwise entitled to recover those amounts under the Australian Consumer Law.
5.6 Refunds will usually be processed within 14 business days after inspection. Please allow an additional 4–7 business days for the refund to appear on your statement, depending on your bank or payment provider.
6. Product Quality Checks and Fault Assessments
6.1 If you believe your product is not performing as expected, has a quality issue, or may be faulty, please contact our Customer Support Team so that we can assess the issue and assist you.
6.2 H2O may reasonably ask you to provide information to help assess the issue, including photographs, a clear video demonstrating the issue, proof of purchase, installation details, product serial number, or other relevant information.
6.3 Where applicable, H2O may ask you to perform basic troubleshooting or water quality testing using an H2O water testing pen and instructions provided by our support team.
6.4 If the issue cannot reasonably be assessed remotely, H2O may arrange for an authorised technician to attend your premises to conduct on-site testing and diagnostics.
6.5 If the technician determines that the product is functioning correctly, meets manufacturer specifications, and the issue is not caused by a product fault or other matter for which H2O is responsible, H2O may charge a call-out fee of AUD $295 to cover inspection and service costs. This fee will not be charged where the product is confirmed to be faulty or where you are entitled to a remedy under the Australian Consumer Law. H2O will tell you before arranging an on-site inspection if the call-out fee may apply.
6.6 If a product fault is confirmed, H2O will provide a remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include repair, replacement, exchange, refund, or another remedy required by law.
6.7 Where required for assessment, repair, replacement, or exchange, H2O or its authorised technician may remove the product for further inspection or service.
6.8 This Product Quality Check and Fault Assessment process does not limit, exclude, or replace your rights under the Australian Consumer Law.
7. Rental and Subscription Terms
7.1 In these Terms, a Rental or Subscription Plan means any plan under which H2O Australia provides equipment to you for use in exchange for recurring payments, whether described as a rental, lease, subscription, membership, or similar plan. Specific terms may apply depending on the plan selected by you.
7.2 You must use the equipment properly, safely, and in accordance with any instructions provided by H2O Australia or the manufacturer.
7.3 Where applicable, you are responsible for obtaining any required landlord, owner, strata, or property manager consent before installation.
8. Subscription Plans
8.1 H2O Australia subscription plans have a minimum commitment of 12 months, unless otherwise stated in the plan details.
8.2 During the subscription period, the equipment remains the property of H2O Australia.
8.3 Upon successful completion of the full 12-month subscription term and payment of all amounts owing, ownership of the equipment will transfer to you at no additional cost.
8.4 If you choose to cancel your subscription before the end of the 12-month minimum term, you must pay the outstanding subscription-to-own balance for the equipment, calculated as follows:
8.4a Outstanding subscription-to-own balance = (full retail price of the product ÷ 12) × number of unpaid remaining months in your subscription term
8.4b Once this amount and any other outstanding amounts are paid, ownership of the equipment will transfer to you.
8.5 Returns of subscription equipment are not required unless H2O Australia agrees otherwise or unless required by law.
9. Rental / Lease Plans
9.1 Rental or lease plans are ongoing and payable monthly in advance at the monthly rental fee stated in the plan details, subject to any price change made in accordance with clause 9.2.
9.2 Unless a minimum rental term is expressly agreed with you, rental or lease plans have no lock-in contract and may be cancelled by you at any time by giving notice to H2O Australia.
9.3 H2O may vary the monthly rental fee for an ongoing rental or lease plan by giving you at least 30 days’ written notice. Any price change will apply from the next billing date after the notice period has ended. Price changes may reflect changes in operating costs, product costs, service costs, maintenance costs, filter costs, supplier costs, inflation, or changes to the plan selected by you. If you do not agree to the increased monthly rental fee, you may cancel your rental or lease plan before the increase takes effect and return the equipment in accordance with these Terms.
9.4 During the rental or lease period, the equipment remains the property of H2O Australia at all times. You have the right to use the equipment during the rental or lease period, but you must not sell, transfer, sublet, pledge, encumber, dispose of, or otherwise deal with the equipment as if you own it.
9.5 You must return rental or lease equipment to H2O Australia when the rental or lease plan ends, unless H2O Australia agrees otherwise.
9.6 A security deposit of AUD $100 is payable for rental or lease plans. The security deposit will be refunded within 10 business days after the equipment is returned and inspected, less any permitted deductions under these Terms.
9.7 H2O Australia may deduct from the security deposit any unpaid rent, missing parts, return collection fees, repair costs for damage beyond fair wear and tear, or other amounts owing under the rental or lease plan.
9.8 If the security deposit is insufficient to cover amounts owing, H2O Australia may charge the balance to your authorised payment method or invoice you for the balance, to the extent permitted by law.
10. Service, Maintenance and Filter Replacement (Leasing only)
10.1 During an active rental or lease plan, H2O Australia will provide warranty support, maintenance, and filter replacement as specified in the plan details.
10.2 If rental or lease equipment malfunctions during the rental or lease period, H2O Australia will assess the issue and, where appropriate, repair or replace the equipment within a reasonable timeframe.
10.3 H2O Australia is not responsible for damage, malfunction, or service issues caused by misuse, negligence, unauthorised modification, incorrect installation, failure to follow instructions, or use of the equipment outside its intended purpose.
10.4 Nothing in section 10 limits, excludes, or replaces your rights under the Australian Consumer Law.
11. Rental upgrades and buy-outs
11.1 During a rental or lease plan, you may request to upgrade or change to another H2O Australia model. Approval is at H2O Australia’s discretion and may be subject to product availability, revised monthly payments, installation requirements, return of existing equipment, and payment of any outstanding amounts.
11.2 You may request to purchase rental or lease equipment under a separate sale or buy-out agreement. Any buy-out price will be determined by H2O Australia at the time of the request.
12. Rental Loss, Theft and Damage
12.1 You are responsible for taking reasonable care of rental or lease equipment while it is in your possession or control.
12.2 If rental or lease equipment is lost or stolen, you must notify H2O Australia promptly. H2O Australia may require you to provide a police report or other reasonable evidence of the loss or theft.
12.3 If rental or lease equipment is lost, stolen, or not returned at the end of the rental or lease plan, you may be required to compensate H2O Australia for the lower of the equipment’s buy-out price or reasonable replacement cost.
12.4 If rental or lease equipment is damaged due to misuse, negligence, unauthorised modification, incorrect installation, or failure to follow instructions, you may be liable for reasonable repair or replacement costs, up to the equipment’s buy-out price.
12.5 You are not responsible for fair wear and tear from normal use.
13. Rental and Subscription Payments and Failed Payments
13.1 Rental and subscription payments are billed monthly using your nominated payment method.
13.2 Missed or failed payments may result in service interruption, suspension of support services, or account termination.
13.3 If a payment fails, H2O Australia may attempt to process the payment again within 48 hours.
13.4 If payment remains outstanding for more than 7 days, H2O Australia may suspend your subscription, rental benefits, support services, maintenance services, or filter replacement services until the overdue amount is paid. H2O Australia may also charge a failed payment administration fee under clause 7.33.
13.5 If payment remains outstanding for more than 30 days, H2O Australia may cancel your Rental or Subscription Plan and require you to pay all outstanding amounts, including any applicable Early Termination Fee, unpaid rental amounts, and any failed payment administration fee.
13.6 H2O Australia may refer unpaid balances to a debt collection agency or take legal action to recover outstanding amounts. You may also be responsible for reasonable debt recovery costs to the extent permitted by law.
13.7 If a monthly payment remains unpaid for more than 7 days after the due date, H2O may charge a failed payment administration fee of up to AUD $50, reflecting H2O’s reasonable administrative, payment processing, and account management costs incurred as a result of the failed payment.
13.8 The failed payment administration fee will not be charged where the failed payment was caused by an error by H2O Australia, our payment processor, or your financial institution, provided the overdue amount is paid within a reasonable time after the error is identified.
13.9 Unless otherwise agreed, only one failed payment administration fee will apply to each missed monthly payment.
14. Leasing Legal Terms
14.1 Rental and Subscription Plans are subject to the Australian Consumer Law. Nothing in these Terms limits, excludes, or modifies any consumer guarantee, right, remedy, or protection that cannot lawfully be limited, excluded, or modified.
14.2 To the extent permitted by law, H2O Australia’s liability is limited to the remedies available under these Terms or the Australian Consumer Law, including repair, replacement, resupply, refund, or compensation where required by law.
15. Product Information and Warranty
15.1. H2O Australia products have a 5-year supplier warranty from the date of delivery, unless stated otherwise in the product details. For subscription-based products, warranty support continues for the duration of the active subscription term, unless stated otherwise in the plan details.
15.2 During the applicable supplier warranty period, H2O’s warranty support includes replacement parts and reasonable labour required to repair or replace a covered product fault, subject to these Terms, the applicable product warranty terms, and any exclusions stated in the product details.
15.3 Any warranty provided by H2O or a manufacturer is in addition to your rights under the Australian Consumer Law. Your consumer guarantee rights may apply even after a supplier or manufacturer warranty has expired.
15.4 The supplier warranty does not cover damage, malfunction, or service issues caused by misuse, negligence, unauthorised modification, incorrect installation, failure to follow instructions, lack of required maintenance, external water quality issues, fair wear and tear, consumable items, or use of the product outside its intended purpose, except to the extent H2O is required to provide a remedy under the Australian Consumer Law.
16. Limitation of Liability
16.1. Nothing in these Terms limits, excludes, or modifies any consumer guarantee, right, remedy, or protection under the Australian Consumer Law that cannot lawfully be limited, excluded, or modified.
16.2. To the extent permitted by law, H2O is not liable for indirect, incidental, special, or consequential loss, loss of profit, loss of revenue, loss of business opportunity, or loss of goodwill arising from your use of our products, services, equipment, or website, except where such loss is caused by H2O’s negligence, breach of these Terms, or breach of an applicable consumer guarantee.
16.3 To the extent permitted by law, H2O’s liability is limited to the remedies available under these Terms or the Australian Consumer Law, including repair, replacement, resupply, refund, or compensation where required by law.
17. Privacy Policy
10.1. We are committed to protecting your privacy. Please refer to our Privacy Policy for details on how we collect, store, and use your personal information.
17. Governing Law
17.1. These Terms and Conditions are governed by the laws of Victoria, Australia.
17.2 Subject to any rights you may have under the Australian Consumer Law or other applicable law, the courts and tribunals of Victoria, Australia have jurisdiction to hear disputes arising under or in connection with these Terms.
18. Contact Information
If you have any questions about these Terms and Conditions, please contact us:
Email: support@h2ostores.com
Phone: 1300 370 450
Address: 63 Camberwell Rd, Hawthorn East VIC, Australia