Last updated: November 2026
These terms cover this website and the Austra products and services you buy. Your written quote and any signed documents set out the terms for your purchase, and they apply over this page if the two differ.
1. Using this website
Please use this website lawfully and reasonably. Its content is general information about Austra, not professional, plumbing, medical or financial advice, and availability and specifications can change. Our content, branding and images may not be reproduced without permission. We are not responsible for external websites we link to, and we cannot promise the website will always be available.
2. Quotes and sales
Every job is confirmed in a fixed written quote showing the system, inclusions, exclusions, price and payment terms. Your quote and signed sales terms cover quote validity, deposits, cooling-off rights, cancellation, transfer of title and risk, substitutions and delays. Nothing is payable until you accept a written quote.
3. Installation
Licensed trades carry out installation. You agree to give us safe access and confirm you can approve the work at the property. If we find hidden conditions, including suspected asbestos or other safety issues, work may pause until they are safely resolved. Anything beyond your quote is agreed with you in writing before it goes ahead.
4. Products and performance
How a system performs depends on your incoming water, correct installation and ongoing maintenance, so results vary between homes. Our free water check is not a full laboratory test, and our recommendations rely in part on what you tell us about your home and water.
5. Filters, servicing and Austra Care
Change your filters on schedule to keep your system working as it should. Austra Care is a 12-month plan. We'll contact you before it ends to ask if you'd like to renew, and we'll tell you in writing 30 days before any change to your plan.
6. Commercial leasing
Commercial leases have their own agreement covering equipment ownership, term, fees, servicing, damage, relocation, default and end-of-term options. Your proposal and signed agreement set out the terms that apply.
7. Finance
Finance is provided by our finance partners under a separate credit contract between you and the finance partner, subject to approval. Austra does not make credit decisions. Each finance partner sets its own fees, terms and eligibility criteria.
8. Warranties and your consumer rights
Lifetime core warranty (Home Guard). Housings and core system covered for life, when filters are changed on schedule with genuine Austra filters.
Workmanship warranty. 2 years on the plumbing and installation work we do.
Manufacturer warranty. 2 years on Crystal, Drift, Rain Guard and Commercial units. Taps and cartridges are covered by their manufacturer warranties, listed in your written quote.
Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our warranties apply on top of these rights.
9. Liability and disputes
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or other law that cannot lawfully be excluded. Any limit on liability applies only as far as the law allows. If something goes wrong, please tell us through our complaints page so we can put it right. You can also contact Consumer Affairs Victoria at any time. These terms are governed by the laws of Victoria, Australia.
10. Changes to these terms
We may update these terms from time to time. The current version is always on this page, with the date it was last updated.