Shipping & Exchange Policy

1. Order Processing and Dispatch

Orders are processed after full payment has been successfully received and verified.

Orders are normally dispatched within 2–3 business days after order confirmation.

Orders placed on weekends, public holidays or non-working days may begin processing on the next working day.

Customers will be informed if an unusual delay materially affects dispatch.

2. Shipping Charges

Applicable shipping charges, if any, will be displayed during checkout or communicated to the customer before payment.

Any additional charges arising because the customer provides incorrect delivery information or requests a delivery change after dispatch may be payable by the customer.

3. Delivery

Delivery time after dispatch depends on the customer's location, courier availability and other logistical circumstances.

Delivery timelines are estimates and may be affected by circumstances outside our reasonable control, including:

• Courier delays;
• Weather conditions;
• Transport disruptions;
• Public holidays;
• Government restrictions;
• Incorrect delivery information; or
• Unavailability of the customer at the delivery address.

Where tracking information is available, it may be shared with the customer after dispatch.

4. Delivery Information

Customers are responsible for providing:

• Correct recipient name;
• Complete delivery address;
• Correct PIN code;
• Working phone number; and
• Any other information reasonably required for delivery.

Values N Worth Marketing LLP is not responsible for delivery delays or failed delivery resulting from incorrect or incomplete information provided by the customer.

5. Cancellation Before Dispatch

Customers may cancel an order before it has been dispatched.

An eligible cancellation made before dispatch will receive a full refund in accordance with our Refund, Cancellation & Replacement Policy.

Once an order has been dispatched, it cannot ordinarily be cancelled.

6. Inspection on Delivery

Customers should inspect the shipment as soon as reasonably possible after delivery.

Where the packaging or product has visible transit damage, the customer should retain the packaging and document the condition using photographs and video.

7. Damaged Shipments

Visible shipping damage must be reported to us within 24 hours of delivery.

Customers should provide:

• Order number;
• Photographs of the outer packaging;
• Photographs of the product;
• Video showing the damage, where possible; and
• A description of the issue.

After verification, an eligible damaged product may be replaced or refunded in accordance with our Refund, Cancellation & Replacement Policy.

8. Incorrect Product Delivered

If you receive a product different from the product ordered, notify us within 24 hours of delivery.

We may request photographs or video to verify the product received.

Once verified, we will arrange an appropriate replacement or other resolution.

9. Exchange Policy

We do not offer general product exchanges.

A correctly supplied and functioning Sensiblue product cannot be exchanged because the customer:

• Changes their mind;
• Wants another model;
• Orders the wrong product;
• Determines that their property is unsuitable for installation;
• Requires additional plumbing modifications; or
• Decides not to use the product.

Exchange or replacement is available only where an eligible issue has been verified, such as:

• Incorrect product supplied;
• Product damaged during delivery;
• Manufacturing defect; or
• Verified product fault.

10. Defective Products

A manufacturing defect or product fault is not subject to the 24-hour reporting period applicable to visible shipping damage.

Where a Sensiblue device develops or is found to have a fault, customers should contact us promptly.

Our technical team may require:

• Photographs;
• Videos demonstrating the issue;
• Product serial number;
• Proof of purchase;
• Installation photographs or videos; and
• Other technical information reasonably necessary to verify the issue.

Troubleshooting may be conducted before a replacement or refund is approved.

Verified defective products will be handled under our Refund, Cancellation & Replacement Policy and applicable product warranty.

11. Warranty

Sensiblue warranty coverage is subject to the applicable warranty terms and applies until the first of the following limits is reached:

• 7 years;
• 700,000 litres of water processed; or
• 70,000 start/stop cycles.

Warranty claims are subject to technical verification.

12. Site Compatibility

Customers are responsible for determining whether their property and plumbing infrastructure are suitable for Sensiblue before purchasing.

A functioning product cannot be exchanged or returned because of:

• Plumbing incompatibility;
• Installation-space constraints;
• Water pressure;
• Site-specific water conditions;
• Existing equipment;
• Required plumbing modifications; or
• Other site-specific circumstances.

Customers who are unsure about installation requirements should contact us before placing an order.

13. Return Shipping

Where a product must be returned for inspection, replacement or refund, the customer is responsible for securely packaging and returning the product.

Unless otherwise agreed by us or required under applicable law, return shipping charges will be borne by the customer.

14. Consumables

Opened or used filters, consumables and consumable accessories cannot be exchanged or returned unless they were incorrectly supplied or defective when delivered.

15. Installation Costs

Replacement, exchange or refund of a Sensiblue device does not automatically include reimbursement for:

• Plumbing charges;
• Installation charges;
• Fittings;
• Third-party labour;
• Property modifications; or
• Other associated installation expenses.

Installation or service charges are non-refundable once the relevant work has been completed.

16. Contact Us

For shipping, delivery, damage or exchange enquiries:

For grievances: