Refund policy
My Water Score Return + Refund Policy
Last Updated: July 28, 2025
At My Water Score, we want you to be completely satisfied with your purchase. If, within 30 days of your purchase, you are not satisfied, please contact us at support@mywaterscore.com.au. If we are unable to resolve your concerns to your satisfaction, we will gladly offer you an exchange or a refund of the purchase price, less shipping and a restocking fee, provided that the sample has not been submitted for laboratory testing.
Exchanges (if applicable)
We will exchange your purchase for a product of equal value, less a shipping and restocking fee, to cover the cost of shipping and materials. To arrange an exchange, please contact support@mywaterscore.com.au.
International Orders (Non-Australian Orders)
Orders of My Water Score products shipped internationally are not eligible for return and are not covered by this Return Policy. All international sales are considered final. My Water Score is not responsible for shipping delays, issues, or losses in transit, whether when shipping to the customer or returning to us. We are unable to offer free reshipments for international orders.
Test Strips, Self-Testing Kits, and DIY Add-ons
Products classified as self-testing, DIY kits, or add-on items are non-returnable and are not covered by this Return Policy. This Return Policy applies only to laboratory testing services purchased directly through My Water Score.
Refunds (if applicable)
Once your refund is approved, it will be processed within 5 business days. The refund will be issued to your original method of payment. Shipping and restocking fees will be deducted.
Late or Missing Refunds
If you have not received your refund within a reasonable timeframe:
-
Check your bank account or credit card statement.
-
Contact your bank or credit card provider.
If you still have not received your refund after following these steps, please contact us at support@mywaterscore.com.au.
Discounts (if applicable)
Discounts or promotional codes must be applied at the time of purchase. Discounts cannot be retroactively applied to completed orders.
Submitting Samples for Testing
All samples must be returned to us for testing within 60 days of purchase. Samples submitted after this period may not be accepted for testing, and we reserve the right to decline to process them.
Returns & Refunds
You may return any My Water Score collection kit in its original, unopened condition within 14 days of delivery for a full refund of the kit price (excluding any optional postage surcharge).
Return address:
Coffs Central, Shop SR118, 1st Floor 35/61 Harbour Dr, Coffs Harbour NSW 2450
Return cost:
We cover return shipping. You’ll receive a pre‑paid Australia Post label, no cost to you.
Timeframes:
• You must request a Return Authorisation by emailing support@mywaterscore.com within 14 days of delivery.
• We’ll send your pre‑paid label within 1 business day of your request.
• Drop your unopened kit at any Post Office or yellow street posting box within 7 days of receiving the label.
• Allow 1–3 business days for the kit to reach us.
• Once we receive and inspect it, we’ll issue your refund to the original payment method within 5 business days.
How to return
-
Email support@mywaterscore.com within 14 days of delivery and request a Return Authorisation.
-
We’ll email you a pre‑paid Australia Post return label.
-
Pack the unopened kit in its original packaging and affix the label.
-
Drop it at any Post Office or yellow street posting box.
Refunds
After we receive and inspect your unopened kit, we’ll refund the kit price (minus any optional postage surcharge) to your original payment method within 5 business days.
Exclusions
Kits that have been opened, used, or have samples submitted are not eligible for return.
Questions?
Email support@mywaterscore.com (Mon–Fri, 9 am–5 pm AEST) or call 1300 123 456.
Policy Changes
My Water Score reserves the right to amend, modify or replace any part of these policies at any time, at its sole discretion.