Refund policy
Thanks for shopping with Culif. If your shower filter doesn't work out, here's how returns and refunds work. If you have any questions, email us at support@culif.com — we're happy to help.
30-Day Returns
You have 30 days from the date of delivery to return your shower filter for a refund.
To be eligible:
- The filter should be unused and not installed on your shower
- Keep the original box so it can be returned safely
- You can open the box to inspect the filter — that won't affect your return
Once a filter has been installed on your showerhead and water has been run through it, it cannot be accepted back for a change-of-mind return. The filter cartridge has been in direct contact with your household water supply and cannot be restored to a hygienic condition for resale. This exclusion applies only to filters that have been installed and used — opening the outer packaging to inspect the filter does not affect your right to return it.
- For faulty, damaged, or incorrect filters, we cover return shipping and issue a full refund or replacement at no cost to you.
- For change-of-mind returns, return shipping is the customer's responsibility. We will provide the return address for your regional facility by email when you initiate your return.
For Australian consumers: Our 30-day returns policy is a commercial policy that operates in addition to your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Nothing in this policy limits or excludes your statutory rights as an Australian consumer.
Replacement Cartridges
Replacement cartridges can be returned within 30 days if the inner hygiene seal is intact and the cartridge has not been installed. Once the inner seal is broken, the cartridge cannot be returned for change-of-mind unless it arrived faulty or damaged. Contact us within 30 days if your cartridge arrives in poor condition.
Order Cancellation
To stop dispatch before your order ships, contact us as soon as possible — ideally within 24 hours of placing your order — at support@culif.com with your order number. We will do our best to intercept the order before it leaves the warehouse. The 24-hour window is our operational cut-off for stopping dispatch and is not a limit on your statutory cancellation rights under applicable consumer protection law. If your order has already been dispatched, you will need to wait for it to arrive and return it under our 30-day returns policy.
If Your Order Hasn't Arrived
We dispatch every order within 1–2 business days and send you a tracking number by email so you can follow it from us to your door.
Estimated delivery times after dispatch:
- UK: 3–5 days
- USA: 5–8 days
- Australia: 6–10 days
Weather, carrier delays, and customs processing can occasionally extend these times.
If your tracking hasn't updated or your order is running late, email us at support@culif.com with your order number and we'll look into it with the carrier.
If your order hasn't been delivered within 21 days from dispatch, we'll issue a full refund.
Damaged on Arrival
If your filter arrives damaged (cracked housing, dented box, missing parts), take a photo and email it to support@culif.com within 30 days of delivery. Once we've verified the damage, we'll send a replacement or issue a full refund — your choice.
Faulty Filters
If your filter has a manufacturing defect (leaks at the threads despite correct installation, cracks during normal use, missing cartridge inside a sealed unit), email us at support@culif.com with photos and your order number. We'll send a free replacement or issue a full refund.
Please note: reduced filter performance over time is normal — the cartridge is a consumable and needs replacement every 3–6 months depending on your water usage and quality. Cartridge exhaustion is not a defect.
Doesn't Fit Your Showerhead?
Culif fits standard showerhead threads. If it doesn't fit yours, contact us before installing it and we'll help. If we can't resolve it, you can return the unused filter within 30 days for a full refund.
Change of Mind or Wrong Variant
If you change your mind within 30 days of receiving your order, or ordered the wrong variant (e.g. chose Chrome when you wanted Black), you can return the filter for a refund or swap as long as it's unused and in its original packaging. Return shipping is the customer's responsibility. Email support@culif.com to start the process.
Wrong Item Received
If we sent you the wrong filter or the wrong variant, we apologise. Send us a photo of what you received within 30 days of delivery and we'll send the correct one at no extra cost or issue a full refund — your choice.
Warranty
The Culif filter housing comes with a one-year manufacturer's warranty from the date of purchase, covering defects in materials or workmanship.
The warranty doesn't cover:
- Normal cartridge exhaustion (cartridges are consumables)
- Damage from incorrect installation
- Water spots or scale build-up on the housing from normal use
- Misuse, accidents, or normal wear and tear
If the filter housing fails within the warranty period due to a manufacturing defect, we'll repair or replace it at no cost.
For Australian consumers: 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 one-year manufacturer's warranty is offered in addition to, and does not limit, these statutory guarantees. These rights apply regardless of where the seller is based.
How to Return an Item
Returns are sent to a regional facility based on where your order was dispatched from:
- UK orders — returns facility in the United Kingdom
- USA orders — returns facility in the United States
- Australia orders — returns facility in Australia
- International orders — nearest regional warehouse (we'll confirm the address when you contact us)
- Email us first at support@culif.com with your order number and reason for return. We'll reply with a return confirmation and the address to send the filter to.
- Pack the filter securely in its original box.
- Include your order number inside the parcel so we can match it to your account.
- Send it back using a tracked service where possible. We can't take responsibility for returns lost in transit, so tracked shipping protects both of us.
If you've lost your order confirmation email, just let us know your name and the email address you used — we can look up your order.
Refunds
Once we receive your return, refunds are processed within 5 days via the original payment method used for the order. Your bank or card issuer may need additional processing time before the refund appears in your account.