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Faults and Warranty Policy

Arova wants all its customers to shop with confidence and warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed.

All goods sold by Arova come with guarantees that cannot be excluded under the Australian Consumer Law. As a purchaser, you are entitled to a replacement or refund for a major failure and to a 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.

Please read this Warranty Policy carefully to ensure that you are fully aware of your rights and our obligations to you when seeking to claim under a warranty or receive a refund or replacement for products purchased from Arova website.

By completing and submitting an order to purchase via Arova website, you acknowledge that you accept and agree to be bound by the Warranty Policy terms, which together with the associated Terms and Conditions of this website is an agreement between Arova and you. Any variation to the Warranty Policy must be in writing and signed by an authorised representative of Arova.

Returns or replacement covered by other policies

  1. Incorrect, damaged or missing parts on delivery

    If your item(s) arrived incomplete, damaged or faulty, please take photos or videos clearly illustrating the problem and contact us within 3 business days of receiving your delivery. Please also provide your order number, invoice number, name listed on the invoice, product code (SKU) and any other information that can help us identify the order when contacting us.

    If you have purchased optional Freight Protection, any item lost or damaged beyond repair will be covered. We will send you a replacement at no additional cost to you or give you a store credit or refund if a replacement cannot be provided.

  2. You have ordered wrong product

    You can seek to return or exchange the product under our 30 Days Money Back Guarantee. Make sure you understand and follow the requirements set out in the Terms and Conditions of this Guarantee.

  3. You have changed your mind

    You can seek to return or exchange the product under our 30 Days Money Back Guarantee. Make sure you understand and follow the requirements set out in the Terms and Conditions of this Guarantee.

Limited Warranty

In addition to the rights and remedies covered the Australian Consumer Law, Arova offers the following limited warranty to the products we sell.

   -    Arova offers a 12 month warranty (unless stated otherwise) on all products used for private household use from the date of purchase. Where the listing clearly indicates, the item can be used in a commercial setting, a 3 month warranty period applies if used commercially.

   -    Some Product suppliers or manufacturers offer warranty terms on Products or their selected components as noted in product listings or in the literature accompanying Products (Manufacturer Warranty) from the date of the purchase transaction of the Product.

The Warranty Application Conditions

The Faults and Warranty policy does not cover the faults, damage or losses caused by:

   -    Normal wear and tear during domestic residential use situation;

   -    Accidents, misuse, improper or abnormal use or application;

   -    Incorrect or improper installation, assembly, operating and modification

   -    Neglect, improper and/ or lack of care and maintenance;

   -    Natural disaster, or other external causes;

   -    The warranty is deemed void if the item has been modified, altered or tampered with by a person (or persons) not authorised by Arova to provide service; and

   -    The Warranty is deemed void if the product is not used for the purpose for which it is designed

The Faults and Warranty policy does not cover the following items, services and issues:

   -    Free or bonus and promotional products

   -    Parts purchases and consumable components and accessories

   -    Damage to external or product packaging only

   -    Any slight imperfections in the finishes that should not be considered as faults but a typical characteristic of these crafted products;

   -    Insignificant or minor variations in dimensions, colour or finish

   -    Insignificant minor imperfections or superficial blemishes that does not affect the functionality or the intended purpose of this product

   -    For handles, hinges and runners, performance issues or failure due to incompatibility with or problems associated with the previous fittings.

   -    The fees and charges arising from assembly, disassembly, installation, removal and re-installation of the products or any other cost or loss of revenue due to the unavailability or performance of the product

The warranty will apply only if ALL the following conditions are satisfied:

   -    The item is or is to be installed and used only in a domestic residential situation that is not a motorhome;

   -    The failure is due to a fault in the manufacture of the product;

   -    Proof of purchase and the date of purchase is provided;

   -    The claimant is the original purchaser of the Product; and

   -    The installation and handling of the product is done with due care and in accordance with the instructions provided and product listing on the Arova website.

Claiming under this policy

In order to make a warranty claim you must notify Arova within 7 days after your first discovered of the defect or malfunction.  In the event that you believe that you are entitled to make a claim this policy for a Product, you must provide us with the following information by email to info@arova.com.au

   -    Your full name and address;

   -    The original order number, invoice number; and

   -    The detailed reason for claiming under the Warranty.

In considering your entitlement to a refund under this Warranty claim, we may require you to provide us with evidence to support your claim, including photos and/ or videos illustrating the issues/ problems. We may also require you to return or delivery the Product or parts to our nominated address for an inspection. In some cases, we may need to send the items to the manufacturer for their engineer to review, assess the issue and facilitate with the troubleshooting.

To proceed with a claim under this Warranty policy, you will need to comply with directions from Arova staff in relation to assessing or troubleshooting any problem, or facilitating any repair or replacement under this Faults and Warranties Policy.  If we authorise a warranty claim you will be notified by email (Email Authorisation).  Arova reserves the right to replace or repair a Product or the defective component of the Product.

Returning products or parts

As part of the claim process under this Warranty Policy, you may be asked to return the product or its defective component(s) to a repair or distribution centre nominated by Arova.

Please follow the guidance and instructions from Arova to progress your claim as practically as possible. When return the products or parts, please ensure the item(s) are securely and sufficiently packed. Depending on the nature of the warranty claim, the product may have to be returned complete with all parts. Arova will discuss arrangements for the freight of any returned item(s) under this Warranty Policy.

Solutions and Remedies under this Warranty Policy

Upon receiving the photos, videos or returned products or parts, one of our representatives will inspect the evidence and assess the cause of the failure. Arova will work collaboratively with you to find a solution that you're happy with. The solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you are happy with. For example, Arova may arrange one or a combination of the following solutions:

   -    Repair the products or parts;

   -    Replace the product or parts (subject to availability);

   -    Suggest a method of self repair (with an offer of compensation to you);

   -    Offer you an alternative product if the product is discontinued;

   -    Where the repair, replace or alternative product or parts are not available, Arova will provide a store credit voucher or a refund of the purchase price of the Product including any GST (excluding the original order Delivery Cost paid by Arova, which if not available, will be the shipping quote on Arova website).

While many spare parts are stocked in Australia, we may need to order certain parts from the manufacturer on your behalf. Whilst most ordered parts arrive within 15 days, a small number of parts are difficult to order may take up to 8 weeks to arrive. 

Exclusions

To the extent permitted by Australian Consumer Law and relevant legislations, you agree that Arova will not otherwise be liable to you in respect of any direct, special, incidental, indirect or consequential damages arising in connection with a Product. This clause will not be construed as excluding, qualifying or limiting your statutory rights or remedies where such exclusion, qualification or limitation would be prohibited by legislation.

Arova reserves the right to amend the Warranty Policy at any time without prior notice. If you have any questions regarding our Faults and Warranty Policy, please email us at info@arova.com.au