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Exchange Policy


At AlkaWay, we are committed to providing high-quality products and services. In the event that you are not satisfied with your purchase, this refund policy explains how and when a refund will be given.

Exchange and Return/Exchange shipping policy

  • Please see below your Australian Consumer Law Rights regarding refunds. 
  • Return/Exchange shipping charges are the responsibility of the customer.
  • We do not refund original shipping and handling charges and we do not accept C.O.D. delivery.
  • Refunds will be processed in the original payment method.
  • AlkaWay is not responsible for any returns that are lost in shipment; we highly recommend using a tracking number for any returned shipments.
  • If you send your product without a Return Authorisation we will not accept it and it will be returned to sender.
  • Refunds for a change of mind must be made within in 2 weeks of receiving the item and may only be given for unopened, undamaged items.
  • Refunds will not be given for water filter cartridges that have had water run through them (the cost of new filter cartridges will be subtracted from the total).
  • We will not refund any delivery fees that you have paid at purchase to have the product delivered to you; this is subject to your rights under the Australian Consumer Law.
  • We ask that you please choose carefully before making your purchase, as we charge a 10% restocking fee if you simply change your mind or make a wrong selection.

Cancelling a transaction

  • If you wish to cancel a transaction call us on 1800 268 469 and we will check if your order has been dispatched.
  • If it hasn’t been dispatched we will cancel your order and refund your money.
  • If it has already been dispatched we will email a Return Authorization form to return the goods for a refund minus shipping.


  • Your Australian Consumer Law Rights:

    Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to:

    • cancel your service contract with us, and
    • refund for the unused portion, or reimbursement for its reduced value.
      You are also entitled to choose a refund or replacement for major failures with goods.

    If a failure with the goods or a service does amount to major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to reimbursement for any other reasonably foreseeable loss or damage from a failure in the goods or service.