Refund policy

Before You Buy

We strongly recommend reviewing your selected product carefully and reaching out to us with any questions before placing your order—particularly if you're unsure whether the item is suitable for your intended application. We're always happy to assist in confirming compatibility or suitability in advance, as resolving queries upfront is far more efficient and cost-effective than managing returns, system modifications, exchanges, or replacements after the fact.

Exchanges

If you’ve purchased an incorrect item, we’re happy to assist with an exchange for a product better suited to your needs. You’ll need to cover the return postage to us, and depending on the replacement item, we will either invoice you for the difference or refund the balance if the new item is lower in cost—less any applicable processing fees.

Return Period

Our return policy is valid for 30 days from the date of purchase. After this period, unfortunately, we cannot offer a refund or exchange. To qualify, items must be returned in original condition and packaging.

If you're testing a filter for compatibility, please keep it sealed until you’re certain it fits.

Restocking Fee

If the return is the result of an error on our part, no restocking fee will be charged and we will cover return shipping costs. In all other cases, a restocking or reworking fee of up to 25%—or higher in exceptional circumstances—may apply. This fee helps offset the original shipping, inspection, repairs, and repackaging required to restore the item to saleable condition.

Additional fees may apply under the following circumstances:

  • Products requiring specialised configuration
  • Products of higher technical complexity
  • Outbound shipping charges above $15

Return Procedure

Please include proof of purchase (or a copy) with your return. Partial refunds may be granted in situations such as:

  • Item returned damaged or incomplete
  • Return submitted after 30-day window

Refund Payment

Once your return is received and inspected, we will email confirmation and notify you of the refund status. If approved, refunds are processed to the original payment method within several business days.

Delayed Refunds

If your refund has not arrived:

  • Recheck your bank account
  • Contact your card provider (processing times may vary)
  • Reach out to your bank for further details

Still no refund? Please contact us directly—we’ll be glad to assist.

Received Gift

If your item was marked as a gift and sent directly to you, you’ll receive store credit for its value. Once received, a gift certificate will be issued. If the item was not marked as a gift or sent to the gift giver, refunds will be issued to the original purchaser.

Sale Items

Only full-priced items are eligible for a refund. Sale items are non-refundable.

Return Address

Please return products to:

Sentry Water Filters
ATTN: Marlon Young
Unit 4 East Alamode
13 Newspaper Place
Maroochydore, QLD 4558

Return postage is non-refundable unless the return is due to our error. If your refund is approved, any shipping costs will be deducted.

For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your return.