Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same external condition that you received it, in its original packaging.
To start a return, you can contact us at hello@sulawater.co.nz. Please note that returns will need to be sent to the following address: 9 Queen St Waiuku
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@sulawater.co.nz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sulawater.co.nz.
We ship from our Auckland warehouse and aim to make delivery fast, reliable, and hassle-free. Dispatch is usually same day if ordered before 2pm.
1. Where We Ship
New Zealand-wide: Free Shipping over $99
International shipping: Prices available on checkout.
2. Delivery Times (business days from dispatch)
NZ
Urban (NZ Post/CourierPost) | 2–4 Days.
Rural; Allow more time.
We’ll send you a tracking number as soon as your order ships.
3. Lost or Delayed Parcels
We partner with NZ Post and CourierPost – both offer full tracking.
If your tracking shows “delivered” but you haven’t received it, please check with neighbours or your safe-drop spot first.
Still missing after 48 hours? Contact us at hello@sulawater.co.nz with your order number and we’ll lodge a claim and send a free replacement or full refund.
4. Damaged Items
If your shower filter arrives damaged:
Take a photo of the packaging + damage.
Email us within 48 hours of delivery.
We’ll send a prepaid return label and ship a brand-new replacement the same day we receive your photos.
5. Change of Mind Returns (Consumer Guarantees Act)
Not 100% thrilled? You have 30 days from delivery to return unused items in original packaging.
Return shipping is at the customers cost and we will reimburse you on receipt of your item/s.
Refund issued within 24 hours of receiving the return.
(Excludes change-of-mind on sale/clearance items clearly marked “final sale”.)
6. Non-Returnable Items
Refill capsules that have been installed or used (for hygiene reasons).
Custom-made or personalised products.
7. Contact Us
Shipping questions? We’re real Kiwis and we answer fast.
Email: hello@sulawater.co.nz
We’re based in Rural Auckland and are proudly 100% New Zealand owned and operated.
Thanks for supporting local!
Süla Water Limited
9 Queen Street, Waiuku Auckland.