Taste Guarantee

Use your filter properly for up to 30 days. Fill it, drink it, live with it. If the water does not taste better than tap water, send it back and we will refund the product price.

Conditions apply, set out below.

Before you contact us

Most taste questions come down to setup, and most are resolved in a few minutes. Please work through this first.

Check	What the manual says
Did you soak the cartridge for ten minutes before first use?	Soak it upright and fully submerged. This is step 2, and skipping it is the most common cause of a taste complaint
Did you rinse it twice, ten seconds each way?	Once under running water, then again upside down, shaking gently each time. Steps 3 and 4
Did you flush two to three full reservoirs before drinking?	Step 7. The water should run clear with no visible black or grey residue before you drink any of it
Is the cartridge seated properly?	Push and twist until the top sits almost flush with the inside of the reservoir. A cartridge that is not seated lets water pass around it instead of through it
Has the filter been allowed to dry out?	Keep enough water in the body that the bottom of the cartridge stays wet. If it has been dry for two days, soak it for ten minutes before reinstalling
Was the cartridge installed within two weeks of opening the packet?	Delayed installation affects filtration performance
Are you filling with cold or room temperature water only?	Hot or warm water should never go into the product
Are you drinking it within a day or two?	Where filtered water has been sitting in the body for several days, discard it and refill with fresh
Is the unit out of direct sunlight?	Water that has been sitting in the sun tastes worse than the same water from a shaded bench or the fridge

Your local water matters too. Depending on your supply, filtration may affect taste, odour and mineral content, and results vary by source water.

Still not right? Email support@earthswater.com and tell us what the water tastes like and which of the steps above you have worked through. Our product specialists resolve most of these without anything being returned. Where we cannot, the guarantee below applies.

Full setup instructions are in the user guide that came in the box, and on the product page.

How the guarantee works

Who it covers	Anyone who bought a filtration product directly from us
How long you have	30 days from the date your order was delivered. Your claim email must reach us within that time
What you get back	The price you actually paid for the filter unit, after any discount
What you do not get back	The original delivery charge, Shipping Protection, and the return postage. You cover the postage back to us
How many	One unit per customer or household, across all products and all orders
What comes back to us	The whole unit, with the cartridge still in it and every part it came with, including the lid, tap, stand and any accessories
Packaging	The original packaging is required. Glass units returned in anything else usually arrive broken, and a broken return cannot be accepted
Condition	Ordinary marks from a month of normal use are expected and fine. Cracked glass, a snapped tap, or a unit damaged or lost on the way back cannot be accepted
Missing parts	Refunded less the current price of anything missing
Bundles and free gifts	The guarantee covers the filter unit. Bundled or free items come back unused with it, or their stated value is deducted from your refund
Subscriptions	Where a subscription started with this order, the claim cancels it and you will not be charged again. Cartridges already delivered are not refunded under this guarantee
Not covered	Gift cards, replacement cartridges bought on their own, and anything bought through a reseller or marketplace
One route per unit	A unit refunded under this guarantee cannot also be returned under change of mind, and the reverse

Keep the box. It is the single thing that decides whether a return arrives intact, so please hold onto it for the first month.

The steps

1	Email support@earthswater.com within 30 days of delivery. Tell us what the water tastes like and which of the checks above you have tried
2	We reply within 2 business days. Our product specialists will usually ask a few questions about your setup, your local water and how you are using the unit, and in most cases we can put it right without anything being sent anywhere. Where a part is the answer, we post you one at no charge
3	If we cannot solve it, we issue a return authorisation and give you the return address
4	Post the unit within 14 days of receiving your authorisation. After that the authorisation lapses and the claim closes
5	Repack the unit in its original packaging, with the cartridge still in it and every part it came with. Send it back at your own cost, using a tracked service. It is your responsibility until it reaches us
6	We inspect it and refund your original payment method within 5 business days of it reaching us

Do not send anything back before we have issued your return authorisation. A parcel that arrives without one cannot be matched to an order and cannot be refunded.

Who gives this guarantee

Retail Smart Group Pty Ltd (ABN 49 658 892 105), trading as Earths Water.

Registered office: Level 4, 80 Market Street, South Melbourne VIC 3205, Australia
Email: support@earthswater.com

Returns not accepted at the address above. Contact us first and we will give you the return address with your return authorisation.

How this sits with everything else

This guarantee is something we offer voluntarily, in addition to your other rights under the law. It does not limit them. You are entitled by law to remedies, free of charge, where a product is faulty or not as described, and those remedies are not affected by this guarantee.

In Europe and the United Kingdom you also have a 14-day right to cancel any order without giving a reason, set out in our Returns & Exchanges policy. That right is separate from this guarantee and you may use either.

If the product is faulty rather than simply not to your taste, use our Returns & Exchanges policy instead.

We may withdraw or change this guarantee for future orders. The version published on the day you ordered is the one that applies to your order.