Water Plus Delivery Policy

Water Plus uses Delivery Agents to deliver your Goods. You agree that your details, including your Delivery Address and phone number, will be supplied to the Delivery Agent for the purpose of delivering your Goods.

1. Delivery Areas

1.1 We are able to deliver to PO Box addresses.

1.2 Subject to clauses 8.4 and 8.5, delivery is available within Australia in our pre-defined delivery areas for all Goods. For information about the pre-defined delivery areas, please call 03 5822 2224

1.3 For Big and Bulky Goods, delivery may be limited to metropolitan regions within Brisbane, Melbourne, Adelaide, Perth and Sydney.

2. Delivery Fees


2.1 The Delivery Fees for Water Plus online orders are:

a) Standard Delivery Fee: $15.00 for Orders with a total purchase price under $200, FREE delivery for Orders with a total purchase price $200 and over (except for Goods that require Special Delivery);

b) Special Delivery Fee for certain Goods:

i. $65 for each Big and Bulky Good delivered within metropolitan regions under clause 1.3

ii. Supplier Direct: Delivery Fees for Goods that are supplied direct from a Water Plus supplier (Supplier Direct) may differ from those set out above.

2.2 Where you purchase multiple Goods that attract both a Standard Delivery Fee and a Special Delivery Fee (as defined above), you will be required to pay both Delivery Fees, and you authorise Water Plus to make such deductions from your nominated method of payment. For example, if you purchase a Pump and a small box of Fittings, the total Delivery Fee payable will be $80.00 ($15.00 for the small box of Fittings and $65 for the Pump). If you also purchase a Supplier Direct product, a further Delivery Fee will apply.

2.3 We will notify you of any change to the Delivery Fee for your Order, and if you do not wish to continue with your Order, you may cancel your Order, and we will refund any payment made under clause 7 of the Omni channel shopping terms.

2.4 Where the Website provides for 'Free Standard Delivery', the fee listed under clause2.1(a) will not apply to Orders placed during the period of the 'Free Standard Delivery' offer. 'Free Standard Delivery' does not apply to Goods that have a Special Delivery Fee (as indicated on the Website), or for change of mind and replaced Goods under the Returns Policy. Where no end date to the 'Free Standard Delivery' period is specified on the Website, we may change the offer at any time. However, all Orders processed during a Free Standard Delivery offer period will be processed in accordance with the offer.

3. Delivery Times

3.1. Subject to clause 8.10. Water Plus aims to achieve the delivery time frames set out below.

a) All Standard Fee and Special Delivery Fee Goods (excluding Big and Bulky Goods):

i. Australia wide (including capital cities and suburbs, and most regional areas): 5-10 Business Days; and Regional Western Australia, Queensland and Northern Territory: 10-14 Business Days;

b) Big & Bulky Goods - 7-14 Business Days

i. Selected Big and Bulky items may be classified as special order from suppliers and may take longer to be ready for delivery. This will be noted on the Website.

3.2. We cannot guarantee that Orders that are split under clause 4.1 will be delivered on the same day.

3.3.Not withstanding the delivery times in clause 3.4:

a) Water Plus cannot guarantee that delivery will occur in the delivery time frames; and

b) Water Plus is not liable for any loss, damage, cost, expense or injury you or any third party suffers as a result of a change in delivery times or a delay in delivery.

3.4.During major sales events Orders may experience delivery delays. Water Plus will provide notification on the Website of such delays.

4. General terms for delivery

4.1. Delivery of Goods will take place at the Delivery Address specified by you in the Order. If available on products in your cart, you may split your delivery and deliver selected parts of your order to different addresses. You may choose this option in the Order process. Separate Delivery Fees will be charged for each address to which Goods are delivered. The Delivery Address may only be changed within 45 minutes from the time the order was place.

4.2. If you are not personally available to accept delivery, you may appoint a representative to accept delivery in your place. Subject to clause 4.3, the representative must be over 16 years of age and capable of receiving delivery on your behalf. You agree that we will be entitled to rely on your representative's instructions as if they were your own.

4.3. On delivery, the Delivery Agent may require you or your representative to provide them with proof of identity, such as photo ID or proof of age (for delivery of Restricted Goods). Water Plus may not make delivery of the Goods if the person receiving the Goods is unable or unwilling to provide satisfactory evidence of proof of identity or age.

4.4. To ensure delivery can take place, you agree to give us as much detail as possible about particular features of the Delivery Address in advance by calling our Customer Service personnel on 03 5822 2224 after placing your Order. This includes, without limitation:

a) restricted access or parking for our truck;

b) restricted or limited access to the premises; or

c) for Big and Bulky Goods, if you have narrow gates or tight corners.

4.5. If there is no one available at the Delivery Address to accept delivery, or there is limited access to the Delivery Address or it is unsafe or impractical to make delivery or for any other reason delivery cannot take place, a calling card will be left for you to collect the Goods (except Big and Bulky Goods) from a local Australia Post office. It is your responsibility to follow the instructions stated on the calling card.

4.6. You or your representative may be required to sign a delivery form to confirm that the delivery has taken place. If you refuse to sign the delivery document, this will be taken as a refusal to accept the delivery. Where redelivery is required because of refusal to accept delivery, you may be required to pay additional Delivery Fees.

4.7. Where you do not collect your Goods (excluding Big and Bulky Goods) from the Australia Post office within 10 days of a failed delivery, you must call our Customer Service personnel on 03 5822 2224 or contact us via this form for further information about claiming your Order. If Goods are required to be redelivered, you may be required to pay additional Delivery Fees.

4.8. Once delivered, you must inspect and test the Goods and ensure the Goods delivered match your Order. You must let us know about any damaged, missing and incorrect Goods as soon as possible by contacting our Customer Services personnel on 03 5822 2224 or email us at You can otherwise return Goods under clause 7 of the Omni channel terms and conditions. Any Goods replaced under the Returns Policy due to being faulty, damaged, or incorrect will be delivered to you free of charge. Any exchanges due to you changing your mind about your purchase will attract another Delivery Fee.

4.9. Insurance and express delivery are not available.

5. Big and Bulky Delivery Terms

5.1. For Big and Bulky Goods, you must ensure you will be available to accept delivery at the Delivery Address on the delivery date as agreed between you and Water Plus’ Delivery Agent. If you are not available and redelivery is required, a calling card will be left for you to arrange redelivery. Where redelivery is required because you were not available at the agreed time, you consent to paying additional Delivery Fees as required by the Delivery Agent.

5.2. Some Big and Bulky Goods may require assembly. The Delivery Agents are not required to unpack, assemble or construct Goods as part of the delivery service. Assembly of the Goods is your responsibility and at your expense.

6. Order Online, Pick-Up In-Store

Order goods Online and collect from a Water Plus Store where the item(s) is available.

Orders placed before 12pm will be available for pick-up same day or on a date of your choice. When ready for collection, you will receive an email asking you to collect your order. The ready for collection email must be received prior to attending the Store to complete the collection. Pick-Up In-Store Orders will be collected at the Service Counter. Instructions for where to complete the collection will be included on the ready for collection email.

6.1. Collection of Pick-Up In-Store Orders is currently available subject to stock availability.

During major sales events (such as Stocktake Sale and Mid Season Sale) Pick-Up In-Store may be temporarily unavailable.

6.2. Pick-Up In-Store is not available on some merchandise ie. Commercial orders.

6.3. In peak trading periods or where Goods in your Order are not available and need to be sourced from another location, this may result in delays in your Order being ready for collection.

6.4. Pick-Up In-Store must be collected within 14 days from the date you are notified by email that your Order is ready for collection. If your Order is not collected within this time, the relevant Click and Collect Store may allocate those Goods to another customer and refund any amount paid to you under clause 7 of the online shopping terms and conditions. An administration fee may apply if you fail to collect your goods within the required time frame.

6.5. When collecting your goods, you must supply a copy of your 'Ready for Collection' email (printed or on your smart phone or mobile device) and photo identification.

6.6. If you are not personally available to collect the goods, you may appoint a representative. The name of the representative must be included on your Order form. The representative must supply a copy of your Order confirmation email (printed or on their smart phone or mobile device) and photo identification at the time of collection. The representative must be over 16 years of age (or 18 years if collecting Restricted Goods), and you agree that Water Plus will be entitled to rely on the representative's instructions as if they were your own.

6.7. If you are unable to collect the goods, you may elect to have the goods delivered. A Delivery Fee may apply.

6.8. Water Plus reserves the right to change or discontinue the Pick-Up In-Store service at any time.

6.9.Some products are only available to be collected from Water Plus Stores, and cannot be shipped. This information will be stated in the product details section of the Website.

Back Print