Refund and Returns Policy
This policy covers returns, cancellations and refunds for all products bought from BASELINE Water, whether online, by phone, in person or through a trade account. It is supplied by Licastro Projects Pty Ltd trading as BASELINE Water (ABN 66 701 733 842). Please read it with our Terms of Service and Warranty.
Your rights under Australian Consumer Law
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 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. Nothing in this policy limits those rights.
Check your delivery
Please inspect your order before you accept it from the carrier. Check the outside of every carton for dents, tears, wet patches or other signs of damage. If you can see damage, note it on the carrier’s delivery paperwork or refuse the delivery, take photos, and email us straight away.
Keep all packaging, labels and delivery documents. Please report any damage to us as soon as possible, ideally within 48 hours of delivery, so we can lodge a claim with the carrier. Signing for a delivery does not remove your rights for concealed damage or defects you find later. Your Australian Consumer Law rights are not affected.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or not as ordered, email support@baselinewater.com.au within a reasonable time with:
- your order number
- photos of the product, packaging and shipping labels
- a short description of the problem
Please keep all packaging and do not install or send anything back until we confirm the next steps. For confirmed faults, we cover return freight and arrange the replacement or refund. Faults that appear after installation are handled under our Warranty.
Change of mind
We accept change of mind returns if you contact us within 14 days of delivery and the product is:
- unopened and unused
- not installed or connected
- never exposed to water
- in its complete original packaging with all inclusions
Once a system has been connected or wetted, we cannot resell it as new, so we cannot accept it as a change of mind return.
To start a return, email support@baselinewater.com.au with your order number. We will confirm whether the return is approved and send you the return address and instructions once it is. Please do not send a product back without our approval.
For approved change of mind returns:
- a restocking fee of 20% of the product price applies and is deducted from your refund
- you pay for return freight, and we recommend a tracked and insured service because the product remains your responsibility until it reaches us
- delivery charges paid on the original order are not refunded
- if a returned product does not meet the conditions above, we may refuse it and send it back to you at your cost
Cancelling an order
Before dispatch: email us as soon as possible and we will cancel your order and refund you in full.
After dispatch: the cancellation is treated as a change of mind return and the conditions above apply.
If we cancel your order: for any reason not caused by you, we refund everything you paid for products not delivered.
How refunds are paid
Once we receive and inspect your return, allow up to 10 days for your refund. It is paid to your original payment method. Your bank or payment provider may take a few more days to show the funds.
Trade customers
Trade customers have the same change of mind rights as everyone else. The same conditions, 20% restocking fee, return freight terms and refund timing in this policy apply to trade purchases.
Contact
support@baselinewater.com.au
BASELINE Water, Perth, Western Australia