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Freight Protection

Arova offers Freight Protection for your extra peace of mind, at a small cost. Our Freight Protection provides extra protection for your order in the unlikely event an item is lost or damaged beyond repair during transit. We'll send you a replacement at no additional cost to you (or give you a store credit voucher or refund if a replacement cannot be provided, including shipping costs, minus the cost of the Freight Protection). Freight Protection can be added to your order from shopping cart.

For the protection under this policy, Arova requires evidence to its satisfaction of the transit damage beyond repair or loss before it can action any remedy.

Claiming Time Frame

The Freight Protection strictly expires at 4pm on the 5th business day* after the delivery date (as recorded by the carrier).  Therefore it is important that you carefully inspects the item(s) immediately after delivery and record and report any issues immediately to us.  Any damage not reported in this 5 business day period is not covered by this protection.
*  A business day is in reference to business days for Victoria, Australia

Inspecting items at or immediately after delivery

All shipments require a signature on delivery as default. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact Arova customer service immediately on (03) 84591060 or info@arova.com.au.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact Arova customer service on (03) 84591060 or info@arova.com.au as soon as possible, strictly within 3 business days of receiving your delivery.

 If you experience problems with the Carrier or their service that might contribute to damage or loss, please record any information that may assist Arova in assessing the case. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

Determining if an order or item is damaged beyond repair in transit

Arova will determine whether an order or item is damaged in transit at its sole discretion. To support the decision-making, Arova will require evidence of the damage during its freight transit. Therefore, it is important to record any observed or potential damage - photographs of any package damage and item damage are essential.  You must retain the item and all of its product and transit packaging as it may need to be inspected by the Carrier or Arova.

Determining if an order or item is lost in transit

Arova will determine whether an order or item is deemed lost in transit at its sole discretion. In most cases before making any conclusions, Arova will conduct an investigation into the lost item(s) and attempt to obtain written evidence from the Carrier that the item is lost and can’t be recovered. An item will not be deemed to be lost in transit if:

  • The delivery address is incorrect, incomplete or unclear
  • The tracking information for the shipment is showing it is in transit (or other such status that defines the item as yet to be delivered)
  • The item was accepted or left at the delivery address according to the instructions you have supplied either to us or the Carrier
  • Arova reserves the right to refuse a claim under our Freight Protection policy in circumstances where we believe that the item is not lost in transit, or the item has been delivered.

Claiming Freight Protection

In the event you make a claim on your Freight Protection, the cost of the Purchase Protection is non-refundable.