Website Terms and Conditions

Welcome to the Living Whole Australia website. By browsing, accessing, or purchasing goods through this website, you agree to comply with and be bound by the following Terms and Conditions. If you do not agree with any part of these terms, please discontinue using this website.

This website and business are owned and operated by The Trustee for the Tandy Solutions Trust trading as Living Whole Australia (ABN: 21 938 615 435).

1. Australian Consumer Law (ACL) Paramountcy

Living Whole Australia operates in full accordance with the Australian Consumer Law (ACL). Nothing in our Terms and Conditions excludes, restricts, or modifies any non-excludable statutory condition, warranty, guarantee, right, or remedy conferred on you by Schedule 2 of the Competition and Consumer Act 2010 (Cth) or applicable state and territory legislation. All goods and services are supplied subject to these statutory consumer guarantees.

2. Website Use & Information

  • The content on this website is provided for general informational and retail purposes and is subject to change without notice.
  • While we make every effort to maintain accurate product descriptions, specifications, technical guides, and pricing, to the extent permitted by law (and subject to Section 1), we do not warrant that all non-statutory materials are free from inadvertent typographical errors.
  • Products must be installed, operated, and maintained strictly in accordance with the provided user instructions, manufacturer manuals, and applicable plumbing codes.

3. Pricing, Orders & Order Acceptance

  • All prices are quoted in Australian Dollars (AUD) and include Goods and Services Tax (GST) for Australian domestic sales.
  • Order Acceptance: Receipt of an automated order confirmation does not constitute a binding sales agreement. Living Whole Australia reserves the right to decline, cancel, or adjust orders prior to dispatch in the event of an obvious pricing error, system inventory discrepancy, or payment processing failure, in which case any paid funds will be refunded in full.

4. Shipping, Delivery & Passing of Risk

  • Orders for standard stocked items are typically processed and dispatched within 1–5 business days of payment confirmation. Hand-built systems requiring custom assembly or testing will be dispatched in 4-7 business days of payment confirmation.
  • Passing of Risk: Risk and title in the goods pass to you upon completed delivery to the address specified in your order (either by signed delivery confirmation or upon placement at the premises where unattended delivery / Authority to Leave has been authorised by you or the carrier).
  • Remote and Regional Deliveries: Living Whole Australia delivers Australia-wide; however, delivery to extremely remote, offshore, or carrier-restricted locations may occasionally be commercially or logistically unfeasible. In such circumstances, Living Whole Australia reserves the right to contact you to discuss alternative arrangements or cancel the order with an immediate, full refund.

5. Order Cancellations (Prior to Dispatch)

  • If you wish to cancel or modify an order, please contact our support team immediately. We will make reasonable efforts to halt fulfillment prior to carrier pickup.
  • Where an order cancellation is accepted prior to dispatch, Living Whole Australia reserves the right to retain a reasonable administrative processing fee (up to 10% of the invoice value) to cover unrecoverable merchant gateway transaction charges and pre-dispatch administrative costs.

6. Product Warranties & Guarantees Against Defects

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.

The voluntary warranties outlined below apply in addition to your statutory consumer guarantees.

  • Warranty Coverage by Category:
    • Hand-Built Water Filter Systems: Structural under sink and benchtop filter housings are warranted against cracking, splitting, or failure under standard mains water pressure for 5 years from the purchase date. Dedicated faucets, mixer taps, storage tanks, diverter taps, valves, fittings, and tubing carry a 12-month warranty against manufacturing defects.
    • General Products, Appliances & Hardware: All other products supplied by Living Whole Australia—including grain mills, air purifiers, kitchen appliances, blenders, distillers, testing equipment, and gardening or composting systems—carry the express warranty coverage as specified by the original manufacturer (as detailed on the relevant product listing, packaging, or included manufacturer documentation).
    • Consumables, Wearable Parts & Perishables: Items subject to operational wear, exhaustion, or limited service life—including replacement filter cartridges, HEPA filters, milling stones/burrs, blender blades, drive sockets, rubber seals, and biological or cleaning consumables—are warranted to arrive intact, undamaged, and free from manufacturing flaws. Due to their consumable nature and variable operating environments, extended operational warranties do not apply once placed into service, except where expressly provided by the manufacturer.
  • General Warranty Exclusions:Unless specified otherwise by the manufacturer, warranty coverage does not apply to:
    • Normal wear and tear, cosmetic degradation, surface scratching, or the routine deterioration of serviceable seals, O-rings, blades, and wearable friction components.
    • Damage resulting from improper operation, inadequate maintenance, or failure to clean/descale the product in accordance with manufacturer instructions (such as allowing scale, dust, food residues, or moisture to accumulate in motors or heating elements).
    • Damage caused by foreign objects, processing materials outside the machine’s intended scope (e.g., milling wet, oily, or unapproved grains in dry stone mills, running blenders or pumps dry, or exceeding rated continuous duty cycles).
    • Electrical damage arising from power surges, incorrect supply voltage, or liquid ingress into motor/electronic compartments.
    • Physical impact, dropping, exposure to extreme temperatures, unauthorized disassembly, alteration, or domestic appliances used in intensive commercial or trade environments.
  • Warranty Claims Procedure:
    • To initiate a claim, email support@livingwhole.com.au with your order number, details of the issue, and supporting photos or video demonstrating the fault.
    • If a physical inspection is required, we will issue a Return Authorisation (RA) reference and the appropriate service facility or distributor address. Goods returned without an active RA reference cannot be accepted.
    • Where an assessment confirms a warrantable defect or statutory failure, Living Whole Australia will repair, replace, or remedy the item at no charge and reimburse reasonable standard return postage upon receipt of a valid carrier tax invoice. If no defect is identified, return shipping costs remain the customer’s responsibility.
  • Warranty Provider Contact Details (ACL Regulation 90):
    • Entity: The Trustee for The Tandy Solutions Trust trading as Living Whole Australia (ABN: 21 938 615 435)
    • Phone: 07 5391 3866
    • Email: support@livingwhole.com.au
    • Address: Return postal address to be advised via email.
    • To submit a claim, contact our support team with your order number, installation details, and photographs/description of the issue. Where an assessment confirms a covered defect, Living Whole Australia will repair the component, provide a replacement part/unit, or issue an appropriate statutory remedy in accordance with the ACL.

7. Hand-Built Water Filter System Warranty (Express Warranty Against Defects)

This section outlines the voluntary express warranty provided by Living Whole Australia for our hand-built filtration systems. This warranty is in addition to other rights and remedies available to you under the Australian Consumer Law.

  • Warranty Coverage & Periods:
    • 5-Year Structural Warranty: Living Whole Australia warrants that the structural filter housings of our hand-built under sink and benchtop water filter systems will not crack, split, or fail under normal Australian municipal mains water pressure for a period of 5 years from the date of purchase. Our under sink housings meet burst pressure requirements and utilize Australian Standards-approved plumbing connections.
    • 12-Month Component Warranty: Tubing, pressure-limiting valves, fittings, diverter taps, dedicated filter faucets, mixer taps, and storage tanks are covered by a 12-month warranty against manufacturing defects and workmanship.
  • Exclusions:
    • Consumable items, wearable components, and serviceable seals (including O-rings, replacement filter cartridges, flow restrictors, and diverters) subject to normal wear and tear or operating water conditions.
    • Costs associated with third-party professional plumbing installation, uninstallation, or call-out fees.
    • Damage resulting from water hammer, freezing, operating pressure exceeding recommended maximum limits without an approved pressure-limiting valve, misuse, improper installation, or physical alteration.
    • Damage, blockages, or system failure caused by the use of incompatible, substandard, or unapproved third-party filter cartridges or components, or failure to service and replace cartridges at recommended intervals.
  • Warranty Provider & Claims Procedure:
    • Entity: The Trustee for The Tandy Solutions Trust trading as Living Whole Australia
    • Email: support@livingwhole.com.au
    • Phone: 07 5391 3866
    • Address: Return postal address to be advised via email.
    • To submit a claim, contact our support team with your order number, installation details, and photographs/description of the issue. Where an assessment confirms a covered defect, Living Whole Australia will repair the component, provide a replacement part/unit, or issue an appropriate statutory remedy in accordance with the ACL.

8. Product Returns, Fault Claims & Independent Testing

All product returns, warranty assessments, and statutory consumer guarantee claims are governed by our Returns Policy:

  • Return Authorisation (RA): All returns for warranty evaluation must be accompanied by an approved RA number issued by Living Whole Australia to ensure safe receipt and handling at our service facility.
  • Assessment & Freight Costs: If an appliance or system is returned for assessment and found to have a defect or failure to comply with statutory consumer guarantees, Living Whole Australia will remedy the failure and reimburse reasonable standard return postage costs upon presentation of a valid carrier receipt.
  • No Fault Found: If an item is tested and confirmed to be fully functional, free from defects, and operating as described and represented, return and re-delivery shipping expenses remain the customer’s responsibility.
  • Independent Testing: If a customer disputes a “No Fault Found” assessment and obtains independent, NATA-accredited testing that proves a statutory defect, Living Whole Australia will reimburse reasonable, documented testing costs under Section 259(4) of the ACL.
  • Change of Mind: We do not provide refunds for change of mind, subjective taste/sensory expectations, or incorrect selection where goods perform as described and meet statutory quality standards. Opened consumables, hygiene items, and custom orders are strictly excluded from discretionary returns.

9. Intellectual Property

All content included on this website—including site layout, graphics, text, branding, logos, and custom system designs—is the property of or licensed to Living Whole Australia and is protected by Australian and international copyright and trademark laws. Unauthorised reproduction or distribution is strictly prohibited.

10. Limitation of Liability

To the maximum extent permitted by law, Living Whole Australia shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of this website or products purchased, except where such liability cannot be lawfully excluded under the Australian Consumer Law.

11. Governing Law & Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of Queensland, Australia. Any disputes arising out of or in connection with this website or transactions conducted through it shall be subject to the non-exclusive jurisdiction of the courts and tribunals of Queensland.