Easy Returns
At NovaRed, we aim to make resolving problems with your order as straightforward as possible.
If your product is faulty, damaged, incorrectly supplied or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact us and we will assist you with the appropriate next steps.
This policy does not limit any rights or remedies available to you under the Australian Consumer Law.
How to Report a Problem
Please contact info@getnovared.com.au and provide:
- your order number;
- a brief description of the issue;
- clear photographs showing the product and any relevant damage; and
- where reasonably required, a short video demonstrating the issue.
Please do not return a product before contacting us and receiving return instructions.
We may need to assess the product and the information provided before determining the appropriate remedy.
Faulty or Incorrect Products
If a product is faulty, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, the remedy available will depend on the nature and seriousness of the problem.
Depending on the circumstances, this may include a repair, replacement, refund or another remedy available under the Australian Consumer Law.
NovaRed's separate 1-Year Product Warranty may also apply to eligible products. This warranty is provided in addition to, and does not replace or limit, your rights under the Australian Consumer Law.
Products Damaged in Transit
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, please:
- photograph the external packaging;
- photograph any damage to the product; and
- retain the product and packaging while we assess the issue.
Prompt notification helps us investigate delivery damage with the carrier, but does not limit any rights you may have under the Australian Consumer Law.
Return Shipping
Please contact NovaRed before arranging the return of a product with a suspected fault, damage or other issue.
For products that can be posted or otherwise easily returned, you may be asked to arrange the return. If the product is confirmed to have a problem covered by the Australian Consumer Law, NovaRed will reimburse reasonable return costs you have incurred.
For products that are large, heavy or difficult to return, please contact us before arranging transport so we can provide appropriate return or collection instructions.
Original Packaging
Where possible, please retain the original packaging, as it can make transporting and assessing a product easier.
However, you do not need the original packaging to exercise your rights under the Australian Consumer Law where there is a problem with the product.
Change of Mind
NovaRed does not offer returns, exchanges or refunds where you receive the product you ordered and simply change your mind or decide you no longer want or need the product.
This applies only to change-of-mind situations and does not affect your rights where there is a fault or other problem with the product.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
If you believe there is a problem with your NovaRed product, contact info@getnovared.com.au with your order number and details of the issue.
For information about NovaRed's additional 1-Year Product Warranty, please see our Warranty page.