Arova – Returns & Refunds Policy

At Arova we understand that renovations and new builds can be very stressful so we want to make the process a little bit easier for you with our 30 calendar day returns policy for change of mind (Policy). Our Policy is in addition to your rights under the Australian Consumer Law when applicable.

Change of Mind Returns

Can I return under Change of Mind policy?

If you decide that an ordered item no longer works for your project, you can contact Arova in writing for return under our Policy, which allows you to exchange the item for a similar product or returned in exchange for store credits towards your next purchase. If you made a mistake and ordered the wrong item or wrong size, you can still return or exchange under our Policy. We encourage you to reach out as soon as possible, with 3 calendar days being ideal and up to 30 calendar days from receipt of your goods.

The Policy is not applicable if an item has been installed or used by you. All goods must be in 'As New’ condition (see more details about this condition in the relevant section below) for eligible returns under the Policy. For any product issues or claimed defects, the terms set out in our Warranty Terms available will apply. The Policy is limited to original order only and does not apply to goods offered as warranty replacement. We also do not apply this Policy to any floor stock, clearance items or scratch-and-dent sales.

How do I return?

1. Email us at info@arova.com.au or replying to your ‘Order Confirmation’ email with and attaching a completed return application form available from contacting our sales team.
2. Pack your orders for return. Please ensure all parts and fittings are included and both product and package are in ‘as new’ condition. Please also ensure the item is packed carefully to avoid damage in transit. Items returned damaged in transit will not be will not be eligible for exchange or store credit under our Policy. Items must be returned to the warehouse you have elected in the application form.
3. When we receive the delivery of your return, our staff at the warehouse will inspect and assess the item(s) for further processing. If the return meets the criteria as set out by this Policy, we will approve the return and process the exchange or issue store credit. For orders returned to us via courier or freight, this is generally done within 3 business days of receiving the item. If we cannot approve your return request in accordance with the Policy, you will be entitled to an exchange or store credit but we will use our best endeavours to contact you to discuss any other possible solutions.

Return Options

There are 2 options available to you upon the approval of a return under the Policy:

1. an exchange for a stocked item of:
   1. equivalent value;
   2. lesser value (with the remaining balance to be credited to you in the form of an eGift card); or
   3. greater value (with the difference to be paid by you); or
2. store credit as an eGift card to use within 2 years from the date of issue.

In each of the above scenarios, the value of the exchange or store credit is limited to the price paid for the returned goods and do not include the costs of postage/ freight of delivering or returning the goods (except when the goods are returned as part of our Warranty Terms or any applicable law requires us to pay such costs).

Further conditions

1. Returns under the Policy must be supported by proof of purchase, the adequacy of which is to be determined by us acting reasonably.
2. Arova does not provide any refunds in the case of change of mind. If we accept your return in accordance with the Policy, your only entitlements are those set out in the ‘return options’ above.
3. All returns requested under the Policy must be made in writing to Arova within 30 calendar days of receipt of your goods and all items must be returned to our warehouse within 2 weeks of your request. Otherwise, your right to return the goods under the Policy will lapse.
4. As a customer, you have a duty of care for the product whilst it is in your possession. The title and risk in goods returned under the Policy remain with you until your return is fully processed under the Policy. Therefore, if an item is damaged prior to that time (for example, when the goods are in your possession or in transit) you may not be entitled to an exchange or issue of a store credit under the Policy.

‘As new' condition

All items returned under this Policy must be in ‘As New’ condition, which means:
- Products, parts, fittings, manuals and datasheet (where applicable) are all included and complete.

- Products and parts have no marks, scratches or signs of attempted installation.

- Internal protective packaging are in place (this is important to avoid damages in transit)

- External packaging is new with no rips, tears, cuts punctures or modifications.

If, in our reasonable opinion, the items returned do not meet the above ‘as new’ criteria, at our sole discretion we may nevertheless accept a return subject to the following:

- apply a 20% repackaging & restocking charges of the original price of that item (Restocking Charge);

- if an otherwise ‘as new’ item is returned with missing parts, reduce the value of the exchange or credit by the cost of replacing the missing parts; or

- if an otherwise ‘as new’ item is returned without original packaging or damage to that packaging, reduce the value of the exchange or credit by the amount of the Restocking Charge.  

Special-Order Products

We offer a large range of products and some products fall into the special-order category. Special orders are goods which are not usually stocked in our warehouse inventory. When you place an order online, you can find an item to be a special order on the product page and if you order is placed in person, our staff will provide you with an estimate of how long each special order item takes to arrive into our warehouse.

If you change your mind on a special ordered item, you may still be able to return it provided that our supplier approves the return and the item otherwise meets the terms of the Policy. A 20% restocking charge will automatically apply to all special order items, even if both the product and packaging are in as-new condition. Therefore, we recommend that you double check all measurements, colours and designs before placing a special order.

Custom-Order Products

A custom order item such as a shower screen is made to order and as such, these items cannot be modified, returned or exchanged under the Policy. If you place a custom order online, you can find the information on the product page. For orders in person, our staff who assisted you will advise. Accordingly, we strongly recommend that you double check all measurements before placing a custom order and ensure that for such items, all measurements given are final, readings are at floor level, 1m height and 2m height,  and any variances are within 5mm (being critical for the proper operation of fully frameless structures). 

Made-to-Order Products

Made to order items are ineligible for cancellations or refunds. 

Return or Exchange a Damaged Item

All our items are checked for damage and missing parts prior to delivery. They are sent out in good and brand new condition. All items received should be inspected immediately.  Any damages should be reported to us within 3 business days upon the receipt of your order. If you do not report to us within 3 business days, you are deemed to have accepted that the items are not damaged. Further details in relation to a damaged item, please refer to our Warranty Terms.  

Installation is acceptance of quality and therefore you may not be able to claim for any visible damages after installation.

For further details, please refer to our Warranty Terms.

No Return after Installation

If an item has been installed and /or used, we will not accept a return under the Policy except when the item is faulty or defective as part of our Warranty Terms. If you consider you are eligible for a claim under our Warranty Terms, please contact us before removing the item as we may need to inspect the goods in the installed status to ascertain whether the warranty is to be actioned. For further details, please refer to our Warranty Terms.