GOOD WATER GROUP
CONSUMER TERMS & CONDITIONS

GOOD WATER GROUP PTY LTD ABN – 62 687 163 140 | Trading as Good Water Group (GWG)

GWG TERMS OF SALE

  1. Any contract of sale order or quotation made or accepted by or on behalf of GWG is subject to these Terms of Sale.
  2. These Terms of Sale apply to all purchases of product(s) directly from GWG. If you do not accept these Terms of Sale you should refrain from purchasing product(s) from GWG. If you do not understand these Terms of Sale or if you have any questions please contact our Customer Service team on the below details to assist you:
    GWG Customer Service Team
    After Sale: 1300 28 29 28
    Email: [email protected]

CAPACITY

  1. By purchasing any product(s) from GWG you acknowledge that you:
    1. Are at least eighteen (18) years of age or you have permission from a parent or guardian to enter into these Terms of Sale, and
    2. Have the legal capacity to enter into these Terms of Sale.
  1. INTERPRETATION
    1. Wholesale Channel Customers: Customers who purchase Products from 3rd Party Entities who sell GWG products.
    2. GWG Retail Customers: Consumers who purchase Products from GWG directly.
    3. Products: Any goods that GWG supply …
    4. Supply Only: Where Good Water Group …
    5. Supply & Install: Where Good Water Group …

PRICE

  1. All prices specified by GWG are in Australian Dollars and are inclusive of GST.
  2. GWG reserves the right to change the prices of any product(s) at any time without notice to you.
  3. The price charged shall be GWG’s price ruling at the date of delivery unless otherwise agreed in writing. Any price indications or price lists are subject to alterations to GWG’s price ruling at the date of service or product(s) supplied. Prices are as per GWG’s wholesale unless otherwise agreed in writing.
  4. You are responsible for the costs of any necessary insurance cover. Clerical errors in computations, typing, or otherwise of “catalogue, quotation, acceptance, invoice, delivery docket, or other document” shall be subject to correction. Any product(s) returned through no fault of GWG will be subject to a 15% restocking fee unless qualified for a 100% refund stated within this agreement (14d).

PAYMENT

  1. By confirming your order for any product(s) from GWG, you agree to pay the price specified by GWG for the product(s).

DELIVERY

  1. GWG will deliver product(s) purchased by you to the delivery address specified by you at the time of purchase (the Delivery Address).
  2. Upon delivery, you must inspect the product(s) and check that the product(s) delivered are those that you have purchased. If any product is faulty, damaged, missing, incorrect, or does not match its description, you should contact our Customer Service Team.

WARRANTY

  1. GWG Warranty Types and coverages
    1. Product Warranty: Covers the product itself excluding external installation and non-product related accessories. GWG covers shipping costs for product quality issues. Valid Australia-wide.
    2. Workmanship Warranty: Covers the installation workmanship, plumbing setup, pipes, valves, bypass, etc.
    3. GWG Retail Customers with Supply & Install service: Coverage: Product & Workmanship Warranty
    4. GWG Retail Customers (Supply Only, customer arranges installation): Coverage: Product Warranty only
    5. Wholesale Channel Customers: Coverage: Product Warranty only

    1. POE 3 Stages (FHWR-3S1-20) & POU Independent 6 Stages RO system (ex. faucet/tap) Warranty Extension Program
      1. Available automatically for customers purchasing directly from GWG.
      2. Wholesale Channel Customers must register on the GWG warranty registration website within the specified period post-installation to activate the extension program.
      3. Upon meeting the extension conditions, GWG will extend the Product Warranty for the system.
      4. The extended warranty covers Product Warranty only, regardless of the purchase scenario. Except for GWG retail customers who used GWG install service, GWG might cover the reinstall cost if a full replacement is required.
      5. GWG warrants the POE 3 Stages Whole House Water Filtration System (FHWR-3S1-20) & POU Independent 6 Stages RO system (ex. faucet/tap) to the original purchaser for a period of 2 years from the date of sale. Reseller purchases require registration at
        GWG Warranty Registration.
      6. Lifetime Extended Warranty: available if filters are replaced according to the filter change schedule and purchased via
        GWG Filter Subscription.
          1. A minimum spending of $330 every 18 months (POE system).
          2. A minimum spending of $220 every 12 months (POU RO system).
        2. Product warranty will continue to extend for 18 months (POE) / 12 months (POU) from the date of the last filter purchase eligible for the extended warranty.
        3. The extended warranty also applies to customers on a subscription plan.

    1. Other Products
      GWG warrants all other products, to the original purchaser for a period of 2 years from the date of sale. These products do not have an extended warranty program.

  1. General Warranty Terms
    1. For customers who choose GWG’s supply and install service, if any extra work not identified at the quotation stage is discovered during installation, GWG will notify the customer before proceeding. If the customer does not agree, they will receive a refund (excluding banking surcharges).
    2. As a GWG customer, you might also be able to claim referral cashback through our referral program. See details at
      Referral Program Terms.
  1. Warranty Evaluation: Warranty issues can be evaluated by third-party plumbing inspectors, excluding GWG and the third-party company involved in the sale and installation. If it is determined to be a GWG product issue, GWG will cover the inspection costs but must be informed and give consent beforehand.
  2. GWG reserves the right in installment sales to grant credit for the value of any Product found to be defective under this Warranty.
  3. This Warranty applies only to the original purchaser of the Product(s).
  4. GWG’s obligation under this Warranty is limited to GWG’s own option to either repair or replace the Product(s) once GWG has deemed that the Product is defective or GWG may at its own discretion refund to the Buyer the purchase price paid for the defective product(s).
  1. This Warranty does not cover any Product that is relocated from the site of its original installation with the exception of:
    1. Customers having a valid lifetime warranty with GWG and
    2. Engaging GWG to provide the relocation service at a discounted price.
    3. The quoted relocation price will be subject to the distance of the new location.
    4. Additional relocation costs may be involved depending on site difficulties.
    5. Relocation service will not be available for apartments or properties with shared pipes.
    6. All replaced or exchanged parts taken out under this warranty become the property of GWG. This Warranty is subject to the Product being properly installed, maintained, used for its intended purpose, and operated strictly in accordance with GWG’s recommendations and installation guide.
  2. This Warranty does not extend to a Product(s) that has been modified in any way unless with GWG’s express consent.
  3. This Warranty does not cover the normal wear and tear of the Product(s) or damage caused by misuse, abuse, or vandalism. The Warranty does not cover any malfunction or failure resulting from neglect, use of unauthorised parts and accessories, or use with higher water pressure than indicated on the Product. The Warranty does not extend to damage caused by rain, fire, earthquake, or other natural causes or acts of nature.
  4. It is expressly agreed that this shall be the sole and exclusive remedy of the Buyer stated herein and under no circumstances shall GWG be liable for any costs, losses, expenses, damages, special damages, incidental damages, or consequential damages arising directly or indirectly from the design, manufacture, sale, use, or repair of the Product(s), whether based upon warranty, contract, tort, or strict liability.
  5. All Conditions and Warranties implied by law or statute are hereby expressly negatived so far as they lawfully can be.

ACCEPTANCE AND CLAIMS

  1. Acceptance of the Products shall be deemed for all purposes to have taken place at the expiration from the date of each delivery. Any damage caused during or as a result of transit will not be the responsibility of GWG. Any faulty systems must be returned with the Pressure Limiting Valve. In the event of a Warranty Claim, the Product must be forwarded at the Buyer’s own risk and expense to GWG together with proof of purchase. This limited Warranty is void if the Product under Warranty is presented without the said original invoice.
  2. GWG may request that a Statement accompany the Original Invoice signed by the Buyer setting out the following terms:
    1. The name and address of the Buyer.
    2. The date and by whom the Product was purchased.
    3. The date and by whom the Product was installed.
    4. The location where the Product was installed.
    5. The date and time the Product first appeared to malfunction.
    6. The nature of the problem with the Product.
    7. The date and time of any and all loss event/s.
    8. The date and time GWG was first notified of the Product malfunction.
  3. A failure by the Buyer to submit the said Statement within 28 days after such request is made by GWG will automatically void the Warranty. A failure to answer truthfully or to answer in a way that is misleading entitles GWG to void the Warranty and to notify the police in the event of suspected fraudulent conduct.

RISK

  1. The risk in the Product will pass to the Buyer 7 days after delivery for supply-only customers directly purchased from GWG, allowing time for the customer to inspect the system.

RETENTION OF TITLE

  1. GWG will retain title to (but not risk) in the products(s) delivered to you until GWG has received payment in full for such product from the Buyer regardless of whether installed or not and regardless of the location of the product(s).
  2. The Buyer will store the goods in such a way as to enable them to be separately identified and will keep them insured at its own expense with GWG’s interest noted on any such insurance cover.
  3. You must not offer, sell, assign, sublet, mortgage, pledge, encumber, or otherwise deal with the product(s) that would detract GWG’s ownership of the product(s) until the Price and any other payment or sum due to GWG is paid by you.
  4. If the Buyer fails to make any payment when due or becomes bankrupt or becomes insolvent or has a judgement entered against it in any Court or enters into any scheme of arrangement, composition, or assignment or is in receivership or voluntary administration or liquidation, the Buyer grants GWG the licence to enter any of the Buyer’s premises where the Product is stored and without notice to re-take possession of and remove at the Buyer’s cost and expense the Product in respect of which title has not passed to the Buyer.

LIABILITY / INDEMNITY

  1. GWG and you acknowledge that under applicable State and Commonwealth law certain clauses, conditions, guarantees, and warranties may be implied in this Agreement and there are rights and remedies conferred on the Customer in relation to the provision of goods or of services which cannot be excluded, restricted, or modified by agreement (Non-excludable Rights). The terms of this Agreement are subject to the non-excludable rights.
  2. Except to the extent of Non-Excludable Rights, GWG will not be liable for:
    1. any claim by you or any other person including without limitation any claim relating to or arising from all clauses, conditions, guarantees, and warranties expressed or implied and all rights and remedies conferred on you by statute, the common law, equity, trade custom or usage, or otherwise; and
    2. any representations, warranties, conditions, or agreement made by any agent or representative which are not expressly confirmed by GWG in writing and the liability of GWG for any such matters is hereby excluded.
  3. Where (and to the extent) permitted by law, the liability of GWG of a Non-Excludable Right can be limited, GWG’s liability is limited at GWG’s election to one of the following:
    1. replacement of the product(s) or supply of equivalent products;
    2. resupply of the affected Services;
    3. repair of the product(s);
    4. payment of the costs of replacing the product(s) or acquiring equivalent product(s);
    5. payment of the cost of providing equivalent services to the affected Services; or
    6. payment of the cost of having the product(s) repaired.
  4. Notwithstanding any other provision in this Agreement, GWG is in no circumstance (whatever the cause) liable in contract, tort (including without limitation negligence or of statutory duty) or otherwise to compensate the Customer for any:
    1. costs or expenses;
    2. loss of profit, revenue, business, contracts, or anticipated savings;
    3. loss or expense resulting from a claim by a third party; special, indirect, or consequential loss, damage, or expense; or
    4. death or personal injury (illness) whatsoever and howsoever arising.
  5. To the full extent permitted by law, GWG’s liability to the Customer for all claims made by you in relation to any of this Agreement or otherwise, whether arising under contract, negligence, or any other tort under statute or otherwise, will not exceed in aggregate the amounts paid by you under this Agreement.

RIGHTS FORFEITED

  1. The Buyer forfeits any right or claim against GWG warranty if:
    1. The System is operated with a water temperature higher than 42° Celsius. However, we strongly recommend bypassing the system for at least 15-30 minutes daily if the outside temperature exceeds 40° Celsius. All taps should be opened during this process.
      The System is not serviced every 12 months or in accordance with the standard change period on the Filter Change Schedule. However, customers need to bypass the system and flush for 15 minutes every 6-12 months. If the source water is not chlorinated town water, filters need to be removed and disinfectant added.
    2. If you are away from home for more than 24 hours, we recommend flushing the system for 15-30 minutes and bypassing the system for another 15 minutes upon return. All taps should be opened during this process.
    3. The System damage results from water hammer, freezing, neglect, or is not installed by a licensed plumber in accordance with the AS3500 plumbing code installation and plan.
    4. The System is subject to water pressure that exceeds the maximum recommended pressure. The System is not installed with an Australian Standards approved Pressure Limiting and Dual Check Valve.
    5. The System has been found to be tampered with or if the goods have not been operated or maintained strictly in accordance with GWG’s recommendations.

DEFAULT

  1. On the happening of any one or more of the following events namely:
    1. You fail to make payment to GWG on the due date.
    2. An administrator or liquidator is appointed over any or all of the assets of the Buyer or a scheme of arrangements is proposed to approve with respect to the buyer.
    3. In the case of you being a natural person, the Buyer commits an act of bankruptcy; then GWG may at its option exercise all or any of the following rights (notwithstanding any prior failure to exercise such rights):
      1. Demand payment of the whole of the monies owing from you to GWG and you agree to pay the same immediately.
      2. You shall pay to GWG interest on such amount outstanding at the rate of 2% per month and any costs with respect to solicitors, legal advisors, mercantile agents, and other agents acting on behalf of GWG in respect of any enforcement hereof or recovery or attempted recovery of monies owing by you to GWG.

FORCE MAJEURE

  1. GWG will not be liable to you for any delay in performing its obligations under these Terms of Sale if such delay is caused by circumstances beyond GWG’s control including but not limited to failure or interruption in the provision of essential services such as electricity supply, bank payment systems, or postal deliveries.

PRIVACY

  1. GWG may use your personal information that is collected when you purchase any product(s) from GWG pursuant to these Terms of Sale. GWG will comply with privacy laws and GWG’s Privacy Policy at (https://www.goodwatergroup.com.au/privacy-policy).
  2. By purchasing any product(s) from GWG, you agree to your personal information being collected, used, or dealt with in accordance with GWG’s Privacy Policy.

GENERAL

  1. If any of these Terms of Sale is found by a court of competent jurisdiction to be void, invalid, or otherwise unenforceable, that term shall be severed to the extent of the invalidity and unenforceability with no effect to the validity or enforceability of the remaining terms.
  2. These Terms of Sale constitute the entire agreement between you and GWG concerning your purchase of any product(s) and supersede all prior representations, contracts, statements, and understandings whether verbal or in writing.
  3. Any failure by GWG to exercise or enforce any right or provision under these Terms of Sale shall not constitute a waiver of any of GWG’s rights.

JURISDICTION

  1. GWG and you agree that this agreement and its provisions shall be construed in accordance with the laws of the State of South Australia and be resolved by a South Australian Court.

REFUND POLICY

  1. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in our Terms and Conditions Document (“Document”). Before making a purchase, please read this Document to ensure you understand your rights and what you can expect from GWG. All GWG products come with guarantees that cannot be excluded under the Australian Consumer Law. However we are not required to provide a refund for change of mind. We will refund all deposits or payment amounts paid if the system installation can not be carried out for reasons outside the control of the company or the client.

CUSTOMER ACKNOWLEDGEMENT

You (customer) acknowledge that you have been informed that:

  • The water softening/at-scale cartridge (if selected) may help reduce limescale damage but will not completely eliminate it.
  • Unless via Reverse Osmosis (3 Stages of POU), the TDS reading will not change as the structure of the hard particles are changed, not eliminated.
  • I have been informed that standard tap water provided by utility providers complies with the Australian Drinking Water Guidelines and that more information about this can be found on their websites.
  • Water pressure is normally not noticeably affected, however in a small number of installations with pre-existing low-pressure readings where the system is installed prior to reticulation, low pressure heads may be required.
  • In no way has Good Water Group Australia or its authorized agents/contractors represented or informed me that unfiltered/unrefined water is unsafe or dangerous.
  • Filter changes are required between 12-18 months depending on water quality and usage. Any verbal representations by consultants must be confirmed in writing on the contract.
  • For Credit Card & EFT payment, the invoice must be paid in full prior to or on the day of installation.
  • Payment plan (“water as a service”) customers – I have completed the application myself and am informed the account keeping fee is not included in the contract.
  • We have provided you with a link to our marketing disclaimer which offers comprehensive details on all product-related claims and encompasses hard copy marketing materials and email attachments. This disclaimer ensures you have a complete understanding of the information presented. https://www.goodwatergroup.com.au/marketing-disclaimer.
  • We have informed you that you also need to regularly disinfect the system. For example, periodically bypassing the system so that all pipes are flushed with chlorine-containing water. This ensures that all indoor pipes are cleaned. You need to flush all taps and shower heads for at least 15-30 minutes. It is recommended to perform this every 3-6 months.
  • The frequency at which you should change the filter depends on your usage and the quality of the water in your area. The recommended intervals for filter replacement and the maximum lifespan provided above are based on typical Australian tap water quality and the average water usage of a household with three people.
  • Provides a free sediment filter every 6 months for POE 3 Stages System users, regardless of clogging.
  • No freight charges for filter replacements, including free sediment filters. However, for the free sediment filter within the POE 3 stages system, GWG will no longer cover shipping costs once the warranty period ends. If the warranty is renewed through our warranty renewal program, we will continue to cover shipping. Otherwise, customers must pick up the filters from our warehouse, where they will be free.
  • Honors warranty upon system relocation with advance notice. This includes product warranty only and does not cover external plumbing parts installed by third parties.
  • For subscription customers we will make sure that your filters are either delivered to you or replaced (depending on the specific subscription service you have chosen) according to the mentioned recommended filter change schedule.
  • For models not listed here and for filters used irregularly please refer to the GWG website for recommended filter change intervals or contact our office for more details.
  • Economical filter changes available through a subscription plan. More information: https://www.goodwatergroup.com.au/filter-subscription. Prices subject to change. GWG has the responsibility to make every effort to stabilize filter replacement prices, which is in the best interest of both GWG and its customers.
  • Wholesale customers’ end users must register the warranty themselves or through a third-party company at https://www.goodwatergroup.com.au/warrantyregistration. This ensures GWG’s system records the customer’s eligibility for warranty extension. If the end user does not purchase filters from GWG or reach the minimum $330 spend, they will not be eligible for the warranty extension. Furthermore, if purchased through a wholesale (reseller) channel, the end user must register the warranty within 60 days of installation to receive the free sediment filter and to be eligible for the GWG POE 3 Stages warranty extension program.

Your guide is ready!

Thank you for your interest.
You can download the guide below and keep it for future reference.

Download the Guide
close menu icon

Have questions before you dive in?

Want to speak to a real human who knows their stuff? We’re here. Let’s have a conversation and see if Good Water is right for you.