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Faults and Warranty Policy
Here at Arova, we are extremely confident that the product we design, manufacture, import and supply are of quality standard. We warrant 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.
If, on the rare occasions, a product fails to meet these standards, we will replace, repair or refund the goods at no cost to you, as required by the Australian Competition and Consumer Act 2010 and any applicable state laws. You may be entitled to this if you contact us within 30 days of delivery and:
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.
Unless otherwise specified in individual products by the vendors, Arova will offer the following warranties and their ensuing conditions:
Unless otherwise specified in individual products by the vendors, Arova will offer the following warranties and their ensuing conditions:
Warranty Conditions
The Warranty Provider provides this warranty in relation to the Products. This warranty only applies under accepted normal use of the Product and extends to defects which have arisen solely from faulty materials or workmanship in the Products and does not apply to other defects which may have arisen as a result of, without limitation, the following: accidental damage, abuse, misuse, maltreatment, abnormal stress or strain, unusual physical or environmental conditions, excessive water pressure or temperature, or neglect of any kind of the Products, improper and/ or lack of care and maintenance; Natural disaster, or other external causes. Where the defects have arisen solely from faulty materials or workmanship in the Products, the Warranty Provider agrees to repair or replace the Product subject to the following warranty conditions.
Alteration and repairs of the Products other than by an accredited and licensed service agent or technician are not covered. For the avoidance of doubt, attachment of accessories or use of non-genuine replacement parts other than those manufactured or approved by the Warranty Provider are not covered by this warranty.
This warranty for the Products commences from date of purchase or for multi-residential and commercial on the date of practical completion and is valid for purchases made from 1st July 2018. For Product purchased prior to this date, please contact Arova on (03) 8459 1060 for warranty information.
In considering your entitlement 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.
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
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.
To make a warranty claim, the following documentation must be posted or emailed to Arova info@arova.com.au
The warranty only applies to the original owner and is not transferable.
Should any warranty claim be made and attended to by an authorised service agent of the Warranty Provider and that in the opinion of the Service Agent or the Warranty Provider, the problem was from faulty installation or use of the Products in conjunction with Products of another manufacturer or from some other cause other than a manufacturing defect of the goods for which the Warranty Provider is responsible, Arova reserves the right to charge a service fee for each service attending the premises where Products have been installed.
As part of our commitment to continuous improvement, Arova reserves the right to make changes to its Products at any time.
The Warranty Provider requires adequate access to Products, fittings and fixtures to undertake extended warranty repairs during normal weekday working hours. The Warranty Provider will not be responsible for any consequential damage or costs where adequate access to Product fittings and fixtures is not provided.
Arova reserves the right to provide minor components as ‘Parts Only’ to the customer.
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.
To the extent permitted by law, and subject to your consumer rights, Arova will not be liable for any loss or damage to furniture, floor coverings, walls, fixtures or any other reasonably foreseeable consequential loss of any kind caused by any defect in the Products or components.
The Warranty is deemed void for the following reasons:
Claims where the ceramic cartridge has malfunctioned due to the presence in the water supply of:
Items labelled as Clearance - Any item specified as Clearance (whether online or in-store) is covered by a 12 months limited warranty.
The following items/conditions are excluded:
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.
Returns or replacement covered by other policies
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.
You can seek to return or exchange the product within 30 days of purchase. Make sure you understand and follow the requirements set out in the Return & refund policy.
You can seek to return or exchange the product within 30 days of purchase. Make sure you understand and follow the requirements set out in the Return & refund policy.
Arova warranty terms are effective 1 Dec 2018.
