Arova wants you to be happy with the products you buy from us. That is why we offer you a 30 day money back guarantee if you are not completely satisfied with the purchase or simply change your mind.
This benefits under this Guarantee do not exclude, restrict or modify your rights under the Australian Consumer Law.
Under this Guarantee:
If you purchased from Arova Hardware and wish to return an item purchased you must contact us within 30 days of delivery of the product as per the terms and conditions below.
The procedures and terms and conditions below apply strickly. If your return is accepted under this Guarantee policy we will arrange to refund the product purchase price - otherwise it remains your property. It is important you understand and follow the procedures and terms below and the product is returned in "as new" and 100% resaleable condition. You will be responsible for all shipping charges to facilitate the return under this Guarantee
Products or orders excluded from this guarantee include:
Incorrect, damaged or faulty items? If your item(s) arrived incomplete, damaged or faulty, you are protected under our Free Freight Protection Policy. Please contact us within 3 business days of the delivery and work out a solution with us.
To return a product and receive a refund under this Guarantee you need to be the original purchaser and the following procedures and terms and conditions must be adhered to:
Send an email to firstname.lastname@example.org notifying us of the intended return within 30 calendar days of delivery of your product. If proof of delivery time is not available it is deemed to be 3 days after the dispatch date. Provide your order number, invoice number product code (SKU) and any other information that may assist us identifying your order in the return request. Arova cannot accept returns without prior notice or returns delivered in person to our offices or warehouse facilities.
Upon receiving your return request in writing, Arova customer service team will provide directions for the return of the product. The return directions will require the customer to return at their own cost, or if Arova helps facilitate postage/freight the cost of return will be deducted from any refund. Customer must take necessary transit cover to avoid any item damaged in the transportation.
To return under this Guarantee, the product must be received by Arova Hardware in a "as-new" and 100% re-saleable condition, which include:
- AS NEW: never used, not assembled, not installed or trimmed, not damaged or worn and packaged "as new" ;
- INTACT AND COMPLETE: intact with all components, spare and replacement parts, accessories, labels, and manuals, templates, fitting screws and bolts;
- ORIGINAL PACKAGING: products and all accessories and components are secured in all its original internal and external packaging sealed with transparent tape with NO WRITING on the package.
- PROTECTIVE WRAPPING (where possible or necessary): protect the carton with a wrapping film to avoid damage to the packaging and items during transportation.
NOTE: do NOT seal the carton with ducted tape. Do NOT write on the product or its packaging. Only postage stickers allowed on the carton. Writings on the protective wrapping or stickers ONLY. Non-adherence to this condition will result in a re-packaging fee and/or re-stocking fee (see item 6 below).
Return the product as per our directions within 14 calendar days of our return authorisation in writing. The rights and risks associated with the returning items remain with you until the point that Arova hardware accept the item(s). As the returns in transit are at your risk, please ensure the returning items are properly and securely packed, tracked and sufficiently insured for any damage or loss during transit. Arova hardware is excluded from any responsibilities in relation to the loss or damage of the returning item under this Guarantee.
Arova hardware has the sole and absolute discretion to assess the condition of the returned products before approving a refund, credit or replacement. Should a product returned not satisfy the conditions under this Guarantee, Arova hardware may reject the return, re-send the item to the you at your cost, and deduct the amount from the refund.
Arova hardware is entitled to charge you a re-packaging fee if the returned item in our opinion requires re-packaging before re-stocking. The re-packaging fee is 10% of the purchase price of the product(s) (subject to a minimum of $20.00) which will be deducted from your refund or your store credit voucher.
If disclosed on the product information, Arova hardware is entitled to charge you a re-stocking fee if the returned item is accepted for re-stocking. The re-stocking fee is 20% of the purchase price of the Product(s) which will be deducted from your refund or your store credit.
Where the terms and conditions of this Guarantee have been met, Arova will accept the Product as a return and approve a refund or credit and will send an email confirming this within 5 business days of the receipt of the return. The amount being refunded is the purchase price of the returned product less the initial delivery cost to you.
Where the terms and conditions of this Guarantee have not been met, we may reject the Product as a return and disapprove any refund. If Arova rejects the return the Product will remain Your property. If the return is rejected, You may elect to arrange collection of the Product from Arova or seek to agree a delivery of the product back to You at your cost.
If Delivery Costs have been incurred by Arova in facilitating the return process these will be recovered from you. Arova reserves the right to deduct such Delivery Costs from any refund, store credit or gift vouchers balances. Delivery Costs include the actual costs paid by, or the costs advised by Arova to deliver the product to you and/or collect/return it, or if these costs are not available, the delivery estimate calculated on the current website.
Where possible, refunds will be executed through a reversal of the initial customer transaction, including the reversal of any store or promotion credits utilised or earned in the order at our complete discretion. The customer will be provided with e-mail acknowledgement once the refund is processed. Arova accepts no responsibility for any delays in receipt of the refund due to payment gateway or financial institution processes.
Where the reversal of a sale of an item returned would have changed or not allowed a discount or discounts, or rebate(s), or free item(s) or other promotional benefit in its original order, Arova will affect the change by adopting one of the following adjustments: