Refund policy

Last updated: 23 October 2026

Please read this policy before you order. By placing an order, you accept the conditions below.

Your rights under the 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.

Nothing in this policy limits those rights. Our 12-month warranty and our 30-day change-of-mind returns are offered in addition to them, on the conditions set out below.

Important: length and water pressure

An expandable hose stretches under water pressure. Each kit is named by its length when stretched by standard household mains pressure of 0.3 to 0.8 MPa (3 to 8 bar). At rest, it is about one third of that length.

If your water pressure is below 0.2 MPa (2 bar), for example because of a weak pump, a rainwater tank, a header tank, old or very long pipes, or other taps running at the same time, the hose won't stretch to its full stated length. This is how expandable hoses work and is not a fault in the product. Reduced stretch caused by low water pressure is therefore not covered as a fault, under our warranty, or as grounds for compensation.

Before first use, turn the water on with the spray gun open to push all the air out of the hose. If you're unsure about your water pressure, choose a longer kit, or email us before you order and we'll help you choose.

Faulty, damaged, wrong or missing a part

If your order arrives faulty, damaged, incorrect or missing a part, email contact@aolives.com with your order number and clear photos or a short video showing the problem, as soon as you notice. Once we've confirmed the issue, we'll replace, repair or refund, and we cover any postage. We may ask for more photos, a video, or for the item to be sent back (at our cost) so we can check it.

12-month Aôlives warranty

What's covered: manufacturing defects that appear in normal use within 12 months of delivery: a leak or crack in the inner tube, a burst, or a broken fitting or spray gun.

How to claim: email contact@aolives.com within the 12 months with your order number, a clear photo and a short video showing the defect with the water turned on. Claims without a photo and video can't be assessed. We may ask for more information, or for the hose to be sent back at our cost.

What we do: once your claim is approved, we send you a replacement hose or part at no cost. If that item is no longer available, we'll offer an equivalent product or a refund for the faulty item. A replacement is covered for the rest of the original 12-month period. The warranty applies to the original purchaser, with proof of purchase.

What's not covered:

  • Reduced stretch caused by water pressure below 0.2 MPa (2 bar)
  • Use above 0.8 MPa (8 bar), or with a pressure washer or booster pump
  • Leaving the hose full and under pressure for long periods, for example with the tap left on, the trigger locked open and unattended, or connected to a sprinkler or timer
  • Leaving the hose in direct sun when not in use, or exposing it to frost, hot water or chemicals
  • Cuts, punctures or abrasion, including dragging over sharp edges or rough surfaces, and damage from pets or tools
  • Not draining the hose after use or not following our care guide
  • Repairs or modifications not made by us
  • Normal wear and tear, such as fading or wear on the fabric sleeve, that doesn't stop the hose from working
  • Consumables, such as thread tape

These exclusions apply to our voluntary warranty only and don't affect your rights under the Australian Consumer Law.

Warranty provided by: Aôlives, 47 rue Vivienne, 75002 Paris, France. Email: contact@aolives.com. Phone: +33 7 56 89 35 29. We cover the costs of making an approved warranty claim.

30-day change of mind

If you change your mind, you can return your order within 30 days of delivery, as long as all of these conditions are met:

  • You email contact@aolives.com with your order number within 30 days of delivery, before sending anything back
  • The hose is unused: never connected to a tap or filled with water, dry and clean
  • The kit is complete, with the hose, spray gun, connector and any free extras, in the original packaging
  • You send it within 14 days of our approval, to the return address we give you, with a tracked service

Return postage is paid by you, and the original shipping charge isn't refunded. If free extras are missing from your return, their value as shown on our website is deducted from your refund. Returns that don't meet these conditions, or that are sent without our approval, can be refused and sent back to you at your cost. We can't refund parcels that go missing on their way back to us.

Exchanges

Need a different length? Email us within 30 days of delivery. Exchanges follow the same conditions as change-of-mind returns.

Refunds

Once we've received and checked your return, we'll let you know by email. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to show it.

Questions

Email contact@aolives.com. We reply within one business day.