WES

Frequently Asked Questions

What is an air water generator, and how does it work?

An air water generator (AWG) is a device that extracts moisture from the air and converts it into clean, drinkable water. It operates by using condensation technology, where humid air is drawn into the unit, cooled to condense the moisture, and then collected in a reservoir. This process provides a sustainable source of fresh water, making it ideal for off-grid living or areas with limited access to clean water.

What are the benefits of using WES air water generators?

WES air water generators provide sustainable, independent access to clean water and typically include filtration systems to ensure water safety.

What factors affect the water production rate of an air water generator?

Water production is influenced by humidity levels, temperature, and airflow. Higher humidity and warmer temperatures generally increase water output.

Do you accept returns?

We know how crucial it is to find the perfect products for your needs. To ensure you shop confidently, we proudly offer 100-day Free Returns on eligible products.

If you need to return your product, we'll organise and cover the return shipping costs across Australia without any restocking fees or hidden costs.

You'll have the option for a store credit, a full refund, or an exchange when the returned products meet the return criteria:

The products cannot be used, damaged or modified and must be returned in the original packaging materials.
Some products, such as almost new, made-to-order, installed, and custom-made products, aren't eligible for return.
The 100-Day period begins from the day that your order is delivered or picked up.
Only valid for the original purchaser.
Only valid for online sales via ecooffgrid.com.au.
Refunds, store credits or item swaps apply only to the cost of the products. Installation fees and original shipping costs will not be refunded.

Find out more by visiting our Refund Policy page.

How do I contact you?

Our team is here to help with product advice, order support, and general enquiries.

You can reach us via:

Phone: 1300 676 523

Email: hello@ecooffgrid.com.au

Online: Submit an enquiry through our Contact Form

Our customer support team is available Monday to Friday, 9:00am – 5:00pm, and Saturday, 11:00am – 3:00pm (Melbourne/Sydney time).

How do I check the status of my order?

As soon as your order is dispatched, you’ll receive an email with your tracking number and shipping details. You can use this to monitor your order in real time and stay up to date on its expected arrival.

What is your warranty policy?

All products sold by Eco Off Grid are backed by full manufacturer warranties. As an authorised dealer, we don’t handle repairs directly, but we’re here to help you submit a warranty claim if something goes wrong.

You can check warranty details on our website, contact the product manufacturer, or reach out to our team for assistance. For information on returns, cancellations, or defective items, please visit our Returns and Refunds Policy or get in touch with us directly.

Can I pick up my order?

Yes, eligible products will display a pick-up option at checkout. If it’s available for your item, you’ll be able to select it during the ordering process.

If you’re unsure whether a product qualifies for pick-up or need assistance before placing your order, our team is happy to help.

How can I learn more?

Here are some hand selected articles we think you'll find useful:

Or if you have further questions, check out our FAQ Page.

Help Finding The Right WES