Refund policy

Returns

Change of mind
Please choose carefully as we don’t offer returns for change of mind.

Faulty products
Returns available for faulty or incorrect goods. Water purifying units found to be faulty due to a manufacturing fault can be returned for a full or partial refund within their warranty period from the date of purchase or expected product life. Water filters found to be faulty due to a manufacturing fault can be returned within their expected life for a pro rata refund based on the length of time they have been used from the date of purchase.

Products damaged in transit
Any goods damaged or lost in transit will not qualify for a refund from Mountain Fresh. A claims process will be initiated by Mountain Fresh on behalf of the customer with the carrier.

Ultraviolet faults and returns
UV tubes do not qualify for a refund due to damage or fault unless Mountain Fresh is notified within 48 hours of receipt by the customer. UV units fall under the warranty as separate parts, refer to the UV unit warranty document.

Cancellations

Custom Drinking Fountain Builds, Special-Order and Custom Colour orders
A 50% deposit is required for all custom builds, special orders, and coloured drinking fountain purchases. Full payment must be received prior to dispatch. Please note that all payments are 100% non-refundable.

For credit account holders who are 20th of the month payment term customers, an invoice of the 50% deposit will be invoiced upon cancellation of the order, unless there is an immediate reorder of another drinking fountain to the same value.