Last updated: 9 July 2026

Please read this Refund and Return Policy carefully before placing an order with Mangrove Mountain Spring Water.

This policy applies to online orders, phone orders, recurring deliveries, account customers, deliveries, returnable bottles, crates, coolers, dispensers, accessories, and equipment supplied by Mangrove Mountain Spring Water.

This policy should be read together with our Terms and Conditions and Privacy Policy.

If you have any questions, please contact us:

Mangrove Mountain Spring Water
Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au
Website: mangrovemtspringwater.com.au

1. Australian Consumer Law

Our goods and services come with rights and guarantees under Australian Consumer Law that cannot be excluded.

Nothing in this policy limits, excludes, or modifies any right or remedy you may have under Australian Consumer Law or any other applicable law.

If a product has a major problem, you may be entitled to choose a refund or replacement, or to keep the product and seek compensation for any reduction in value and any other loss or damage available under law.

If a service has a major problem, you may be entitled to cancel the service contract and obtain an appropriate refund, or keep the contract and seek a reasonable reduction in price or another remedy available under law.

If a problem is minor, we may choose to repair, replace, resupply, service, or otherwise fix the problem within a reasonable time, or provide another appropriate remedy where required or appropriate.

2. Change-of-mind returns

We do not generally offer refunds, returns, exchanges, or credits simply because you:

• changed your mind;
• ordered the wrong product;
• ordered more than you needed;
• found another supplier;
• no longer require the product;
• forgot to pause, skip, or cancel a recurring delivery before the applicable cut-off;
• gave incorrect delivery or account details;
• were unavailable when attendance was required for delivery, service, or collection.

However, we may approve a change-of-mind return, exchange, or credit at our discretion.

Where we approve a change-of-mind return, the product must usually be unopened, unused, undamaged, in its original condition, and returned within the timeframe we approve.

For hygiene, safety and quality guidelines and/or reasons surrounding water products we do not accept

change-of-mind Refunds post delivery

3. Inspecting your order and reporting problems

Please inspect your order as soon as reasonably practicable after delivery.

If you believe your order is damaged, leaking, contaminated, unsafe, faulty, missing items, short supplied, wrongly supplied, partially delivered, or otherwise not as ordered, please contact us as soon as reasonably practicable.

For visible delivery issues, such as damaged packaging, missing items, wrong items, or short delivery, please notify us preferably within 48 hours of delivery so we can investigate while delivery records are fresh.

This 48-hour preferred reporting window is not intended to limit any rights you may have under Australian Consumer Law.

If a product, bottle, cooler, dispenser, or item of equipment appears unsafe, leaking, contaminated, damaged, or faulty, please stop using it and contact us immediately.

4. Faulty, damaged, contaminated, incorrect, or missing products

Please contact us if you believe a product:

• is faulty;
• is damaged on delivery;
• is leaking;
• is contaminated or unsafe;
• is not of acceptable quality;
• does not match the product ordered;
• does not match the product description;
• was delivered incorrectly due to our error;
• was missing from your order;
• was only partially delivered.

Depending on the circumstances and your rights under Australian Consumer Law, we may provide a replacement, refund, credit, resupply, collection, service, repair, or another appropriate remedy.

5. Wrong items, missing items, and partial deliveries

If we deliver the wrong product, miss an item, short supply your order, or are unable to complete part of an accepted order because of our error, stock shortage, or another issue on our side, we may do one or more of the following, depending on the circumstances:

• replace the affected item;
• deliver the missing item or balance later;
• provide a credit or adjustment on your account;
• refund the affected item or unsupplied portion;
• offer another appropriate remedy.

If only part of an order is supplied, you will not be charged for goods that were not supplied, unless a separate account arrangement clearly provides otherwise and the law permits it.

6. Proof of purchase and proof of delivery

We may ask for proof of purchase before providing a refund, replacement, resupply, repair, service visit, collection, credit, or other remedy.

Proof of purchase may include:

• a receipt or tax invoice;
• an online order confirmation;
• an account statement or invoice;
• a bank or card statement;
• a payment provider record;
• a telephone or internet transaction confirmation number;
• a customer account record;
• a warranty or serial record;
• another record that reasonably confirms the purchase was made from us.

We may also rely on proof-of-delivery or service records, including:

• delivery run records;
• driver notes;
• bottle counts;
• site contact records;
• a delivery signature;
• a time-stamped photograph;
• route, GPS, or app records;
• other records reasonably showing what was delivered, collected, serviced, or attempted.

7. Investigation, inspection, and keeping goods available

Before deciding the appropriate remedy, we may need to inspect the product, packaging, bottle, crate, cooler, dispenser, equipment, delivery location, service history, proof-of-delivery records, payment records, or account records.

Please do not dispose of the affected product, bottle, packaging, crate, cooler, dispenser, or equipment unless we tell you that you may do so.

If we need to collect, inspect, or service an item, you must provide reasonable access and reasonable cooperation.

If a genuine fault, delivery error, or issue caused by us is confirmed, we will provide an appropriate remedy in accordance with Australian Consumer Law and this policy.

8. When refunds, replacements, or credits may be refused

Subject to Australian Consumer Law, we may refuse a refund, replacement, repair, resupply, service, return, or credit where the issue arises from:

• change of mind;
• incorrect ordering by the customer;
• late cancellation or late change to a recurring order after the applicable cut-off;
• incorrect address, delivery, or site details supplied by the customer;
• failure to provide access for delivery, service, or collection;
• unsafe or unsuitable storage after delivery;
• misuse, neglect, or intentional damage;
• contamination after delivery;
• interference with caps, seals, packaging, bottles, crates, or equipment;
• tampering with a product after delivery;
• use of equipment with non-approved or unsuitable products;
• unauthorised repair, relocation, or modification;
• normal wear and tear for equipment or accessories;
• failure to follow reasonable instructions provided by us.

9. Delivery areas and free standard delivery

Mangrove Mountain Spring Water offers free standard delivery within our approved delivery areas, unless otherwise stated at checkout, in a quote, in an account arrangement, or at the time of order.

Our delivery areas may include Sydney, the Greater Sydney Region, the Blue Mountains, the Central Coast, and other areas we approve from time to time.

Our website may provide an approximation of delivery areas. If your address is outside the displayed delivery area, please contact us before placing an order.

Where delivery outside our standard delivery area is available, or where a non-standard delivery service is requested, we may confirm special delivery conditions, minimum order requirements, or additional costs before accepting the order.

Where a separate delivery fee, surcharge, or special service fee has been charged and that service is not provided, we will refund or credit that amount where appropriate.

10. Failed deliveries and redelivery

We will make reasonable efforts to complete delivery to the address and delivery location provided.

If a delivery, collection, or service visit cannot be completed because of an issue outside our control or within the customer’s control, we may reschedule the delivery, collection, or service visit.

This may include situations where:

• the delivery address is incorrect;
• access is locked, blocked, unsafe, or unavailable;
• gates, lifts, loading docks, or driveways are inaccessible;
• pets are not secured;
• no one is available where attendance is required;
• delivery instructions are missing, incorrect, or outdated;
• bottles, crates, or equipment for collection are not made available;
• the site presents an unreasonable safety risk.

We do not currently apply a standard redelivery fee for every failed delivery. However, where a failed delivery, failed collection, special delivery, repeated failed access, or non-standard delivery causes additional cost or handling, we may apply a reasonable redelivery, collection, handling, or account charge where that charge has been disclosed, quoted, agreed, or is otherwise permitted under our Terms and Conditions.

If goods are delivered to your nominated address, usual delivery location, agreed drop-off area, or other location instructed by you, delivery is considered completed.

11. Unattended delivery and delivery risk

If you request or allow unattended delivery, or direct us to leave goods at a particular place, delivery is taken to be completed when the goods are delivered to that place in accordance with your instructions.

Once goods are left in accordance with your delivery instructions, they are at your risk, except to the extent any loss or damage is caused by our failure to follow your reasonable instructions, our negligence, or another right you have under law.

12. Recurring delivery cancellations and changes

Recurring delivery customers may request to pause, skip, cancel, or change future deliveries by contacting us.

Unless we tell you otherwise in writing, any pause, skip, cancellation, or change request should be received by 12 noon on the business day before the scheduled delivery.

If your request is received after the applicable cut-off, the next delivery may already have been planned, prepared, loaded, dispatched, delivered, or attempted, and may still be payable.

Where a recurring order has already been prepared, loaded, dispatched, delivered, or attempted, we are not generally required to refund it merely because the change request was late, unless the law requires otherwise or the problem was caused by us.

Cancelling a recurring delivery affects future deliveries only once processed by us. It does not cancel charges already incurred for completed deliveries, prepared orders, attempted deliveries, failed payments, bottle charges, equipment charges, agreed service fees, or outstanding account balances.

13. Returnable bottles, crates, and deposits

Some bottles, crates, containers, and related items supplied by Mangrove Mountain Spring Water may be returnable and remain our property unless we expressly sell them to you.

Empty returnable bottles, crates, and containers must be returned to us or made available for collection in reasonable condition, allowing for fair wear and tear.

Bottle deposits, bonds, or credits may be refunded or applied to your account once the relevant bottles, crates, or containers are returned in acceptable condition and your account is finalised.

We may deduct or charge reasonable amounts for bottles, crates, containers, or returnable items that are:

• not returned;
• lost;
• damaged;
• contaminated;
• tampered with;
• misused;
• disposed of;
• transferred to another person or location without approval;
• not made available for collection after reasonable request.

Any refundable bottle deposit, bond, credit, or account credit may first be applied to outstanding invoices, unpaid deliveries, failed payments, bottle charges, crate charges, equipment charges, or other amounts owed to us.

Where a refundable deposit or bond remains payable to you after account reconciliation, we will process the refund or credit within a reasonable time, generally within 14 business days after the relevant items are returned, checked, and the account is finalised.

14. Coolers, dispensers, and other equipment

Where we supply equipment such as water coolers, dispensers, stands, accessories, crates, or related items, the equipment remains our property unless expressly sold to you.

If equipment supplied by us is faulty, unsafe, or not working correctly due to an issue that is not caused by customer misuse, neglect, contamination, incompatible use, unauthorised relocation, unauthorised repair, customer damage, or failure to follow instructions, we may inspect, repair, replace, service, resupply, or collect the equipment as appropriate.

If equipment is large, heavy, installed, or not easily returned, we will arrange collection, repair, service, or replacement within a reasonable time where required.

Subject to Australian Consumer Law, refunds, replacements, repairs, service visits, or credits may not be available where the issue is caused by:

• misuse;
• neglect;
• unauthorised relocation;
• unauthorised repair;
• damage caused by the customer or a third party;
• use with unsuitable or non-approved products;
• contamination;
• failure to follow instructions;
• normal wear and tear;
• failure to make the equipment available for service or collection.

Hire, rental, or service fees are not refundable simply because the customer did not use the equipment, unless we agree or the law requires otherwise.

If your account or service ends, you must allow us to collect any equipment owned by us.

We may charge reasonable cleaning, repair, replacement, recovery, continued hire, or collection costs for equipment that is lost, damaged, misused, contaminated, not returned, or not made available for collection after reasonable notice.

If we attend a service call and the issue is caused by customer misuse, contamination, incorrect product use, blocked access, no fault found, unauthorised movement, or failure to follow our instructions, we may charge a reasonable service, cleaning, collection, repair, or call-out fee where that fee has been disclosed, quoted, agreed, or is otherwise permitted under our Terms and Conditions.

Any manufacturer warranty or voluntary business warranty that applies to equipment or accessories is additional to, and does not replace, your rights under Australian Consumer Law.

15. Commercial and account customers

Commercial, business, government, hospitality, retail, office, and account customers may be subject to additional terms set out in their account agreement, credit application, invoice terms, quote, equipment hire agreement, service arrangement, or written contract.

This may include terms relating to:

• payment periods;
• recurring delivery schedules;
• minimum orders;
• bottle deposits;
• bottle reconciliations;
• equipment hire;
• account credits;
• cancellation notice periods;
• unpaid invoices;
• commercial account closures;
• collection of bottles, crates, or equipment;
• dispute procedures.

For account customers, and where lawful, we may issue a credit note or account adjustment instead of an immediate cash refund for account reconciliations, future delivery adjustments, bottle reconciliations, goodwill credits, or other non-Australian-Consumer-Law matters.

If you dispute an invoice, delivery, account charge, bottle reconciliation, or equipment charge, please contact us as soon as reasonably possible and provide details of the dispute.

Nothing in any commercial or account arrangement excludes rights that cannot be excluded under Australian Consumer Law or other applicable law.

16. Refund method and timing

Where a refund is approved, we will usually refund the amount to the original payment method, unless:

• another method is agreed with you;
• the original payment method is no longer available;
• the payment was made by account arrangement and a credit note or account adjustment is more appropriate and lawful;
• the law requires a different approach.

Refund processing times may vary depending on the payment method, bank, payment provider, or account process.

Once a refund is approved, we aim to process it within 5 business days, although bank and payment provider processing times may take longer.

Where a customer has an outstanding account balance, unpaid invoice, bottle charge, crate charge, failed payment, equipment charge, or other amount owing, we may apply any approved refund, credit, deposit, bond, or account credit against the outstanding amount first, where lawful and not inconsistent with your consumer rights.

17. Order cancellations

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been prepared, loaded, dispatched, delivered, or attempted, we may cancel the order and provide a refund or credit where applicable.

If the order has already been prepared, loaded, dispatched, delivered, or attempted, the order may still be payable.

For recurring customers, cancellation applies to future deliveries only once processed by us. It does not affect deliveries already completed, prepared, loaded, dispatched, attempted, or due before reasonable notice was given.

18. Privacy and payment handling

When you make a refund, return, replacement, repair, service, collection, or credit request, we collect and use the personal information reasonably needed to process and respond to that request.

This may include your name, contact details, order details, delivery address, account information, payment information, product details, delivery records, photos, videos, and details of the issue.

Our handling of personal information is described in our Privacy Policy.

Where a stored payment method or billing authority exists under our Terms and Conditions, refunds and credits may interact with that billing arrangement in accordance with those terms.

We do not knowingly store card security codes or values, such as CVV, CVC, or CID, after payment authorisation.

19. How to request a refund, return, replacement, repair, service, or credit

To request a refund, return, replacement, repair, service, collection, or credit, please contact us as soon as reasonably practicable.

Mangrove Mountain Spring Water
Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au

Please provide as much of the following as you can:

• your name;
• phone number;
• email address;
• order number, invoice number, or account details;
• delivery address or site name;
• the product, bottle, crate, cooler, dispenser, or equipment involved;
• the date of delivery or service;
• a clear description of the issue;
• photographs or videos, where available;
• proof of purchase or proof of delivery, where available.

If you cannot provide all of this information, contact us anyway and we will do our best to help based on the information available.

20. Response times and complaints

We aim to acknowledge refund, return, replacement, repair, service, collection, or credit requests within 2 business days.

We aim to provide a substantive response, proposed remedy, or update within 10 business days, where practicable.

Some matters may take longer if we need to inspect products, collect equipment, review account records, check delivery records, speak with staff or drivers, or obtain information from a third party.

If you are not satisfied with the outcome, please contact us so we can review the matter.

You may also seek assistance from NSW Fair Trading, a relevant regulator, tribunal, or court with jurisdiction where applicable.

21. Changes to this policy

We may update this policy from time to time to reflect changes to our business practices, delivery processes, account arrangements, equipment, payment methods, legal obligations, or customer service processes.

The current version will be published on our website with the latest “Last updated” date.

22. Questions

For questions about this Refund and Return Policy, please contact us:

Mangrove Mountain Spring Water
Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au
Website: mangrovemtspringwater.com.au