Returns & Refunds Policy

1. Return and Refund Window

Customers may request a return or refund within 7 days of receiving their order. To be eligible, the request must be submitted within this 7-day window and must meet the conditions stated in this policy.

2. Eligible Products

Waterlift Energy may accept return or refund requests for both defective and non-defective products, provided the product meets the conditions below.

To qualify, the product must be:

• New, unused, and in its original condition
• Returned with all original packaging, accessories, manuals, and supplied parts
• Accompanied by proof of purchase, such as an order reference number, order confirmation, receipt, or invoice
• Returned within the approved return and refund period

Products that have been installed are not eligible for a standard return or refund unless they are found to have a verified manufacturing defect or were incorrectly supplied.

Products damaged due to misuse, improper handling, poor storage, unauthorised repair, modification, or damage after delivery are not eligible for return or refund.

3. Non-Returnable and Non-Refundable Items

The following items are not eligible for standard return or refund unless they arrive defective or were incorrectly supplied:

• Made-to-order products built, assembled, fabricated, or sourced to customer specification
• Installed products
• Products altered or modified after delivery
• Products damaged after delivery due to misuse, improper handling, poor storage, unauthorised repair, or modification
• Products returned without original packaging or missing supplied parts
• Original shipping charges, except where the return or refund is due to an error by Waterlift Energy
• Accessories, fittings, or supplied parts that are missing, damaged, or used after delivery

Made-to-order steel tower structures are not eligible for standard return or refund unless they arrive defective or are incorrectly supplied.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify Waterlift Energy within 48 hours of delivery.

Please provide:

• Your order reference number
• Clear photos of the product
• Clear photos of the packaging
• Photos showing any visible damage, defect, or incorrect item supplied
• Proof of purchase

After verification, Waterlift Energy may offer an appropriate resolution depending on the nature of the issue. This may include a refund, repair, replacement, or other suitable remedy.

A replacement offered for a defective or incorrectly supplied item is a defect-resolution remedy and does not mean that Waterlift Energy accepts standard exchanges.

5. Exchanges

Waterlift Energy does not accept standard exchanges for change of mind, product swaps, or requests to exchange one item for another. Where a product is defective or incorrectly supplied, the issue will be handled under the damaged, defective, or incorrect items process above.

6. How to Initiate a Return or Refund

To request a return or refund, contact Waterlift Energy within 7 days of receiving your order and provide:

• Your order reference number
• Reason for the return or refund request
• Clear photos of the product and packaging, where applicable
• Proof of purchase

Our team will review your request and respond within 2 business days. If your request is approved, Waterlift Energy will provide return instructions. Products returned without prior approval may not be accepted.

7. Return Methods

Customers may return eligible products through either of the following methods, after approval by Waterlift Energy:

• By mail or courier to the return address provided by Waterlift Energy
• In store at a Waterlift Energy location, where applicable and after prior confirmation

Customers must contact Waterlift Energy before returning any product.

8. Return Shipping

For non-defective product returns or refunds, the customer is responsible for arranging and paying for return shipping.

For defective or incorrectly supplied products, Waterlift Energy will review the case and may arrange or cover the return shipping cost after verification.

Shipping charges paid on the original order are non-refundable, except where the return or refund is due to an error by Waterlift Energy or where required after verification.

9. Inspection and Approval

Once a returned product is received, Waterlift Energy will inspect it to confirm whether it meets the conditions in this policy.

Refund approval is subject to inspection of the returned product and confirmation that it is eligible for refund.

Waterlift Energy may reject a return or refund request if the product does not meet the required conditions.

10. Restocking Fees

Waterlift Energy does not charge restocking fees for approved returns or refunds.

11. Refund Processing Time

Approved refunds will be processed within 14 days after the returned product has been received, inspected, and approved.

Refunds will be issued to the original payment method used for the order. Customers will be notified once the refund has been processed.

12. Warranty Claims

Some products may carry manufacturer or supplier warranties. Warranty claims are handled separately from standard returns and refunds and may be subject to the applicable manufacturer, supplier, product, invoice, or quotation terms.

To make a warranty claim, contact Waterlift Energy with:

• Proof of purchase
• Product details
• Description of the defect or issue
• Photos or supporting evidence, where applicable

Our technical team will assess the issue and advise on the next steps.

13. Contact Us

For return, refund, or warranty enquiries, contact Waterlift Energy through: