Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at office@durand.com.au. Please note that returns will need to be sent to the following address at your own expense as per Australian consumer rights regulations (unless the items are faulty or damaged): 

Durand Stoneware, 32a Jardine Road, Lower Beechmont QLD 4211, Australia

Returns must arrive to us in the same condition that they were sent. We are not responsible for breakage during return shipping. 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 questions at office@durand.com.au.

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
Our water systems cannot be returned, due to their weight and difficulty in packing to return safely. Please get in touch if you have questions or concerns about your specific item.

Exchanges

If you choose the wrong item when ordering replacement filters or taps you are welcome to return it and we will send you the correct item. On our stoneware water filter systems we do not exchange due to their weight and fragility. If you are close in proximity you are most welcome to bring in person to exchange.

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. If more than 15 business days have passed since we’ve approved your return, please contact us at office@durand.com.au.