We’re here to support you, long after installation day.

Shipping

We ship Australia-wide, with free delivery available to CBD and surrounding metro areas. Additional charges may apply for regional locations. Orders dispatch from our Perth warehouse within 1–2 business days. Please note that some components, such as CO₂ canisters, may be shipped separately due to transport regulations, and you may receive multiple tracking updates.

Returns

Like any electrical appliance, components may experience issues over time. In the event of a fault, please contact our support team at support@velowater.com.au for assistance.

If you experience a major fault, such as continuous or heavy water flow, immediately isolate the system by turning off the 3-way valve feeding the Velo water system or by shutting off the mains water supply and contact Velo Water urgently.

If required, you may also contact your local licensed plumber. Where a warranty replacement is approved, Velo will supply a replacement unit and cover all reasonable freight costs associated with the replacement.

Residential warranty replacements are designed to be completed by the customer or their nominated installer using Velo’s provided draining, disconnection, and installation guidelines. If preferred, Velo can arrange a Velo-approved technician to carry out the replacement for an additional fee, subject to location and availability.If a unit is out of warranty, please contact Velo Water for assistance with replacement options.

We also offer a 30-day change of mind policy. If you would like to exchange your model or finish, we provide a hassle-free process. If your order has not yet been dispatched, we can update it immediately. If it has already been delivered, our team will assist you with a smooth exchange.

Warranty

5-year tap warranty and 2-year unit coverage. We’ll replace or repair any manufacturing defects — fast and hassle-free.

If you have chosen Velo Certified installation, your installer will automatically register your product serial numbers in Velo Hub to activate your warranty, 5 years on tapware and 2 years on units.

If you are using your own licensed plumber, you must register your warranty within 7 days of installation by visiting: https://velohub.online/warranty/register

To maintain warranty coverage, proof of installation by a licensed plumber and ongoing filter replacement every 6 months may be required.

Filter Maintenance

To maintain water quality and ensure optimal system performance, the QF5 filter must be replaced every 6 months.

Regular replacement helps reduce sediment, chlorine, and scale build-up, while also maintaining warranty coverage.

For convenience, you can join our Subscribe & Save program to receive automatic filter deliveries every 6 months at a discounted rate.