We want you to love your order. This policy explains what we do if something goes wrong and how change-of-mind returns work.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.
Nothing in this policy limits those rights. This applies to every item, including sale items.
Faulty, damaged or wrong items
- Please email us as soon as possible, ideally within 7 days of delivery, at contacterovana@gmail.com. Letting us know later doesn't take away your rights, but it's easier to sort out quickly.
- Include your order number and clear photos or a short video showing the problem (and the packaging if it arrived damaged).
- We may ask you to send the item back so we can inspect it before we refund or replace it. If we do, we'll cover reasonable return postage for faulty or incorrect items.
- Depending on the problem, we'll offer a repair, replacement or refund, as required by the Australian Consumer Law.
Change of mind
If you simply change your mind, you can request a return within 14 days of delivery, as long as:
- the item is unused and in its original condition and packaging
- you email us first with your order number. We'll send you return instructions. Parcels sent back without a return request can't be accepted
- you pay for return postage. We recommend a tracked service, as we can't refund items that don't reach us
Sale or discounted items aren't eligible for change-of-mind returns, but they're still covered if faulty (see above).
For change-of-mind returns, original shipping costs aren't refunded. If you bought items as part of a multi-buy deal and return only some of them, we'll refund what you actually paid for the returned items after the deal discount.
What isn't covered
Damage caused by misuse, accidents, normal wear and tear, or anything that happens to the item after it's been delivered.
Exchanges
We don't do direct swaps. For a different colour, return the item (if eligible) and place a new order.
Refunds
Once we've received and checked your return (or approved your claim), we'll let you know by email. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to process it.
Customers in the EU and UK
If your order is delivered to the European Union or United Kingdom, you can cancel within 14 days of delivery without giving a reason. Email us within that time and send the item back within 14 days of telling us. You pay the return postage. We'll refund the item price and the standard shipping you paid within 14 days of receiving the item back. We may reduce the refund if the item has been handled more than needed to check it.
Contact
Email contacterovana@gmail.com with your order number for any return or refund question.
Email us at contacterovana@gmail.com — our customer support team is happy to help with tracking, shipping, or any issues with your order.