Our Policies
The terms and conditions that apply to using our website and purchasing from us. If you have any questions, get in touch.
Last updated: June 2026
Terms of service
By accessing or using The Clean Water Co website at cleanwaterco.nz, you agree to be bound by these Terms of Service. If you don't agree with any part of these terms, please don't use the website.
About us
The Clean Water Co is a New Zealand-owned business operating from Auckland. We can be contacted at info@cleanwaterco.nz.
Use of the website
You agree to use the website only for lawful purposes and in a way that doesn't infringe the rights of others or restrict their use of the website. You must not attempt to gain unauthorised access to any part of our systems, introduce malicious software, or scrape content from the website without permission.
Product information
We make every effort to ensure product descriptions, images, pricing, and specifications are accurate. However, we don't guarantee that all information is free from errors. Pricing and product availability are subject to change without notice. If we discover a pricing or product error after you've placed an order, we'll contact you and offer the option to confirm the order at the correct price or cancel for a full refund.
Orders
Placing an order does not guarantee acceptance. We reserve the right to refuse or cancel any order at our discretion, including for reasons such as suspected fraud, product unavailability, or pricing errors.
Intellectual property
All content on this website, including text, images, logos, and graphics, is the property of The Clean Water Co or its licensors and is protected by copyright and trademark laws. You may not use, reproduce, or distribute any content without our written permission.
Limitation of liability
To the maximum extent permitted by law, The Clean Water Co is not liable for any indirect, incidental, or consequential damages arising from your use of the website or our products. This doesn't affect your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Governing law
These terms are governed by the laws of New Zealand. Any disputes will be resolved in the courts of New Zealand.
Changes to these terms
We may update these terms from time to time. The latest version will always be available on this page.
Privacy policy
The Clean Water Co takes your privacy seriously. This policy explains what information we collect, how we use it, and your rights under the Privacy Act 2020.
What we collect
We collect information you give us directly, including your name, email address, postal address, phone number, and payment details when you place an order or sign up to our waitlist. We also collect technical information automatically when you visit our website, including your IP address, browser type, and pages visited.
How we use it
We use your information to process and deliver your orders, communicate with you about your purchases, respond to enquiries, send marketing emails (only if you've opted in), improve our website and products, and meet our legal obligations.
Who we share it with
We share your information only with third parties who help us run our business, such as our payment processor, shipping providers, and email marketing platform. We don't sell your information to anyone.
Cookies and analytics
We use cookies and analytics tools, including Google Analytics and Meta Pixel, to understand how visitors use our website and to improve your experience. You can control cookies through your browser settings.
Your rights
Under the Privacy Act 2020 you have the right to access the personal information we hold about you, request corrections, and ask us to delete your information. To exercise these rights, email us at hello@cleanwaterco.nz.
Security
We take reasonable steps to protect your information from unauthorised access, loss, or misuse, but no system is 100% secure. If we become aware of a privacy breach that may cause serious harm, we will notify you and the Office of the Privacy Commissioner as required.
Shipping policy
We ship throughout New Zealand using trusted courier partners.
Shipping costs
Standard shipping is free on all orders.
Processing times
Orders are processed within 1-2 business days of being placed. Orders placed on weekends or public holidays are processed on the next business day.
Delivery times
Once dispatched, most orders arrive within 2-4 business days for urban addresses and 3-6 business days for rural addresses. Delivery times are estimates only and may vary during peak periods or due to factors outside our control.
Tracking
You'll receive an email with tracking details once your order has been dispatched.
Damaged or lost in transit
If your order arrives damaged or doesn't arrive at all, contact us at hello@cleanwaterco.nz within 7 days of the expected delivery date and we'll work with you to resolve the issue.
30-Day money back guarantee
We stand behind our products. If you're not completely happy with your purchase, you can return it within 30 days of delivery for a full refund.
How it works
Contact us at hello@cleanwaterco.nz within 30 days of receiving your order to start the return process. We'll provide instructions on how to return the product.
Conditions
The product must be returned in its original packaging, with all accessories and components, and in resaleable condition. Filters that have been installed or used cannot be returned for hygiene reasons.
Refunds
Once we receive and inspect the returned product, we'll issue a refund to your original payment method within 5-7 business days. Original shipping costs are non-refundable, and you're responsible for the return shipping unless the product was faulty or sent in error.
Faulty or incorrectly sent items
If the product is faulty or we sent you the wrong item, we'll cover the return shipping and refund or replace at our cost.
2-Year warranty
All Clean Water Co water filtration systems are backed by a 2-year manufacturer's warranty from the date of purchase.
What's covered
The warranty covers manufacturing defects, faults in materials, or workmanship issues that affect the normal operation of the system.
What's not covered
The warranty does not cover:
- Damage caused by misuse, accidents, or failure to follow installation and maintenance instructions
- Damage from connecting the system to incompatible water sources or non-standard power supplies
- Normal wear and tear, including filter cartridges, which are consumable items
- Cosmetic damage that doesn't affect performance
- Modifications or repairs carried out by anyone other than us or our authorised technicians
How to make a claim
If you think your product has a warranty issue, contact us at hello@cleanwaterco.nz with your order number and a description of the problem. We may ask for photos or video to help diagnose the issue. If the claim is valid, we'll arrange a repair, replacement part, or full unit replacement at our discretion.
Your statutory rights
This warranty is in addition to your rights under the Consumer Guarantees Act 1993 and does not limit those rights.
Still have questions?
Our team is happy to help. Get in touch and we'll get back to you promptly.