Refund & Returns Policy

Ausvona – Customer Returns & Refunds

Last Updated: 17 October 2026

At Ausvona, we want customers to receive goods that match their descriptions and meet applicable consumer guarantees.

We handle eligible refund and return requests fairly and in accordance with Australian Consumer Law.

1. Your Consumer Rights

Goods sold to Australian consumers come with statutory consumer guarantees that cannot be excluded.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

For a major failure, you may be entitled to choose between a refund and a replacement.

For a minor failure, we may be entitled to provide an appropriate remedy within a reasonable time.

2. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or different from what you ordered, please contact us.

To help us assess the issue, please provide:

• Your order number.

• A brief description of the issue.

• Relevant photographs, where reasonably available.

• Any other information needed to investigate the matter.

Photographs are helpful but are not an absolute condition of exercising your statutory rights.

3. Change-of-Mind Returns

Australian Consumer Law does not generally require retailers to provide refunds simply because a customer changes their mind.

Any voluntary change-of-mind returns offered by Ausvona will be subject to the conditions clearly stated for the relevant product or order.

These conditions do not restrict consumer guarantee rights.

4. Returning Products

Please contact our support team before sending an item back so we can provide appropriate return instructions.

A proof of purchase may be requested.

Original packaging is not required for a valid statutory claim concerning faulty goods.

Do not send returns without obtaining the appropriate return address.

5. Return Shipping Costs

Where goods fail to meet a consumer guarantee and reasonable return costs are recoverable under Australian Consumer Law, we will reimburse those costs.

Other return shipping arrangements will depend on the nature of the return and any applicable voluntary returns policy.

6. Refund Processing

Once a refund has been approved, it will generally be issued through the original payment method where possible.

The time required for the funds to appear may depend on the payment provider.

We will communicate the outcome of your request within a reasonable timeframe.

7. Consumer Guarantee Protection

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or other applicable legislation.

8. Contact

For assistance with returns or refunds:

Email: [email protected]

WhatsApp: +852 9373 1755