Return Information

Before you consider returning your i-LAN Water Solutions purchase, please carefully read our Terms & Conditions and our Warranty Information page. Please refer to the scenario most applicable to you:

If your item is faulty and within the warranty period.
What to do if you have found that you have purchased the wrong product and an exchange is needed within the refundable period.
If you have received a DOA (Dead On Arrival) item. DOA is defined as Dead On Arrival, meaning that the device cannot be powered on or there is a severe communication issue which prevents normal operation. The DOA period is 14 days from proof of purchase.

1. If your item is faulty and within the warranty period

Step 1: Send a request to our support team via email (support@ilanwater.com.au) or call us on (02) 8840 5177 to request a Return Merchandise Authorization (RMA) form.

Step 2: Complete the RMA form.

Step 3: Pack the faulty item carefully and send along with the RMA form and a copy of the purchase invoice that can prove the item is still within the warranty period.

Please note: we reserve the right to return the item if the damage is not covered by the warranty, it is outside the warranty period, or there is incorrect/insufficient information to prove that it is not outside the warranty period. i-LAN Water Solutions will not be responsible for installation or compatibility problems, and items are not returnable for these reasons. Every effort will be made to assist you in these situations remotely, but some circumstances may require that the purchaser acquire the services of suitably qualified technicians locally.

Step 4: Send the faulty item to Unit 24, 128 Station Road, Seven Hills, NSW 2147. Please note that we will not be held responsible for any loss or damage to the item incurred during its transportation. We highly recommend you send items via reliable courier services.

Step 5: Once we receive it, your item will be placed in a service queue. The estimated turnaround time for service items is roughly 5 working days. If further information is required we may contact you via phone or email.

2. What to do if you have found that you have purchased the wrong product and an exchange is needed within the refundable period.

If the item has been purchased from one of our resellers, please contact the seller and explain your situation to them. If it has been purchased directly from us, please take the following steps.

Step 1: Contact our support team via email support@ilanwater.com.au or call us on (02) 8840 5177 to request a Return/Exchange (RET) form.

Step 2: Complete the RET form.

Step 3: Pack the item carefully with the RMA form, along with your purchase invoice. If you are requesting a refund please also provide your bank details.

Please note: the item must be returned to us in a re-sellable condition, including the item itself, the accessories and the packaging. We reserve a right to charge a 10-50% restocking fee if any of these have not been returned in a satisfactory condition, as determined by us.

Step 4: Post the item to Unit 24, 128 Station Road, Seven Hills, NSW 2147.

Step 5: Once we receive your returned item, we will either refund it for the purchase amount or exchange it with another unit.

3. If you have received a DOA (Dead On Arrival) item

If the item has been purchased from one of our resellers, please contact the reseller and explain your situation to them. If it has been purchased directly from us please take the following steps:

Step 1: Contact our support team via email support@ilanwater.com.au or call us on (02) 8840 5177 to request a DOA Return form.

Step 2: Complete the DOA Refund form and indicate when the most convenient date and time is for your RMA item to be picked up.

Step 3: Email or fax the form back to us.

Step 4: Once we receive the form, we will send you a Return Paid Label, stick it on the box then send the item back to us through Australia Post. Once we receive the faulty item, we will send you a new unit. Please ensure the DOA item is well packed with all the accessories and ready to be picked up at the time and place you have indicated on your RMA form. We reserve the right to charge a 10-50% restocking fee if any of these have not been returned in a satisfactory condition as determined by us.