Refund policy

Change of Mind Returns

We may accept change-of-mind returns within 14 days of delivery, provided that:

  • the item is unused, uninstalled, and in original condition
  • the item is returned in its original packaging where reasonably possible
  • proof of purchase is provided
  • the return is approved by ORVA before being sent back

Change-of-mind returns are not accepted for:

  • custom, special-order, or made-to-order items
  • clearance or final sale items
  • items that have been installed, used, damaged, or altered after delivery

For approved change-of-mind returns, return shipping costs are the customer’s responsibility unless otherwise agreed.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if an item is damaged, faulty, unsafe, incorrect, or not as described.

Under Australian Consumer Law, you may be entitled to a repair, replacement, or refund where a product fails to meet consumer guarantees. Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Return Process

To request a return, please contact us with:

  • your order number
  • proof of purchase
  • a description of the issue
  • photos, where applicable

If your return is approved, we will provide instructions on how to proceed.

Refunds

Once a returned item has been received and assessed, we will notify you of the outcome. If a refund is approved, it will be processed to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

Contact

For all return or refund enquiries, please contact us at:
returns@orva.com.au
1800 668 356