Complaints & Dispute Resolution Policy

Ausvona

Last Updated: 17 October 2026

Ausvona is committed to handling customer concerns fairly, respectfully and in a timely manner.

1. Submitting a Complaint

If something has gone wrong with an order or service, please contact us.

Email: [email protected]

WhatsApp: +852 9373 1755

When possible, include your order number, a description of the issue and any relevant supporting information.

2. Complaint Review

We will review the information provided, assess the circumstances and consider any applicable consumer rights or contractual obligations.

We may request further information where reasonably necessary.

3. Proposed Resolution

Depending on the nature of the complaint, possible outcomes may include clarification, correction of an error, delivery assistance, repair, replacement, refund or another appropriate remedy.

Any remedy required by Australian Consumer Law will be provided in accordance with that law.

4. Escalation

If you are dissatisfied with our initial response, you may request a further review by contacting us via email.

5. External Assistance

Customers may seek assistance from the relevant state or territory consumer protection agency, or pursue other rights available under Australian law.

Privacy-related complaints may also be referred to the appropriate privacy regulator where applicable.

6. Customer Privacy

Complaint information will be handled in accordance with our Privacy Policy.

We aim to resolve disputes through professional communication and fair consideration of the circumstances.