Returns & Refunds

These terms apply to orders placed through the Ductair Filters online store. Nothing here limits your rights under the Australian Consumer Law (ACL).

1. Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, the goods you buy from us must be of acceptable quality, match their description, and be fit for the purpose we described.

• If a product has a minor problem, we will repair it, replace it, or refund it — we may choose which.
• If a product has a major problem — for example it is unsafe, significantly different from its description, or would not have been bought by a reasonable person aware of the fault — you may choose a refund or a replacement, and you may be entitled to compensation for any other reasonably foreseeable loss.
• These guarantees are not limited to any fixed time window. They apply for a period that is reasonable given the nature of the goods.

To arrange a remedy under the ACL, contact us with your order number and details of the problem (see section 6). We may ask for photos and proof of purchase to assess the claim.

2. Faulty or damaged on arrival

If your filter arrives with a manufacturing defect or is damaged in transit, we will make it right at no cost to you — a replacement or a refund, in line with your ACL rights above.

So we can resolve it quickly, please tell us within 14 days of delivery and include clear photos of the fault or damage and your order number. Reporting after 14 days does not remove your ACL rights for a genuine fault; it just helps us sort transit-damage claims with the courier while the evidence is fresh. For manufacturing defects we cover return shipping; for other cases we will confirm any return-shipping arrangement with you before you send anything back.

3. Change of mind and ordering the wrong size

The ACL does not require a refund when you simply change your mind, or when the wrong size or quantity was chosen at checkout. Because every filter is matched to a sticker number, please check your number before ordering — the number is the only thing that has to be right, and our team is happy to help you confirm it beforehand.

That said, we would rather keep you as a customer than hold you to a mistake. If you have ordered the wrong size, contact us: where the filter is unused and in its original condition we will do our best to arrange an exchange or a credit as a goodwill gesture. This is offered in addition to your ACL rights, not instead of them.

4. Custom-made sizes

Filters made to your own measurements (rather than a standard sticker size) are produced specifically for you. The ACL guarantees above still apply if a custom filter is faulty or not made to the dimensions you supplied. They do not entitle you to a change-of-mind refund on a correctly-made custom item.

5. Subscriptions

Subscription orders can be paused, skipped or cancelled at any time from your account or by contacting us. See our Cancellations policy for details. The returns terms above apply to each filter you receive under a subscription.

6. How to contact us about a return

Email sales@ductair.com.au or call 1800 382 824 with:

• your order number;
• your name and contact details;
• a description of the problem; and
• photos of the fault or damage, and proof of purchase, where relevant.

We will get back to you promptly and work with you to a fair outcome.

7. Governing law

This policy is governed by the laws of South Australia and the Commonwealth of Australia. Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where anything in this policy is inconsistent with the ACL, the ACL prevails.

Ductair Filters (Ductair Pty Ltd) · ABN 85 109 299 176 · 22 Baulderstone Road, Gepps Cross SA 5094