RETURNS & REFUNDS POLICY

1. Australian Consumer Law

Our goods and services 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 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 or excludes your rights under the Australian Consumer Law.

2. How to Initiate a Return

To initiate a return request, you must email support@hoveroo.com.au

 and include:

 • Your full name and contact details;

 • Your order number;

 • Proof of purchase (for example, a tax invoice, receipt, order confirmation email, or bank statement);

 • A description of the issue and the outcome you are seeking (for example, repair, replacement or refund);

 • Photographs or video where relevant (including photographs of packaging if the issue relates to transit damage or missing items).

We may issue a Return Authorisation (including return instructions) before accepting returned goods.

Goods returned without prior authorisation may not be accepted and may be returned to sender at the customer’s cost.

Nothing in this section limits your rights under the Australian Consumer Law.

3. Faulty or Defective Products

If you believe a product is faulty, damaged or not of acceptable quality, please contact us as soon as reasonably practicable at:

support@hoveroo.com.au

You will be required to:

 • Provide proof of purchase (such as a tax invoice, receipt, or bank statement);

 • Provide details of the fault;

 • Provide photographs where reasonably requested;

 • Return the product for inspection where reasonably required.

Claims for faulty goods should be made within a reasonable time after becoming aware of the fault.

If the product is confirmed to be faulty:

 • In the case of a major failure, you may choose a refund or replacement;

 • In the case of a minor failure, we may elect to repair or replace the product within a reasonable time.

Where a fault is confirmed, we will reimburse reasonable return postage costs or arrange collection at our cost.

4. No Remedy for Misuse or Accidental Damage

We are not required to provide a repair, replacement or refund where the fault arises from:

 • Misuse or improper handling;

 • Failure to follow product instructions or safety warnings;

 • Accidental damage;

 • Unauthorised modifications, alterations or repairs;

 • Use of the product in a manner inconsistent with its intended purpose.

This clause does not limit any rights you may have under the Australian Consumer Law.

5. Delivery Damage or Incorrect Items

You must inspect your goods immediately upon delivery.

If the goods are:

 • Damaged in transit;

 • Incomplete;

 • Tampered with;

 • Incorrectly supplied;

you must notify us within 48 hours of delivery and provide:

 • Photographs of the outer packaging;

 • The shipping label;

 • The goods received.

You must retain all packaging materials until the matter is resolved.

If transit damage or incorrect supply is confirmed, we will arrange an appropriate remedy in accordance with the Australian Consumer Law.

6. Change of Mind Returns

We do not provide refunds for change of mind.

However, at our discretion, we may accept change-of-mind returns subject to the following conditions:

 • The request is made within 14 days of delivery;

 • The item is unused and in original condition;

 • All original packaging, manuals and accessories are included;

 • Proof of purchase is provided.

If we accept a change-of-mind return:

 • The customer is responsible for return shipping costs;

 • Original shipping, delivery and handling charges are non-refundable;

 • A restocking fee equal to 20% of the purchase price of the goods (excluding any shipping, delivery or handling charges) will be deducted from the refund.

 • The restocking fee is calculated on the price paid for the goods only, inclusive of GST.

Example: If goods were purchased for $1,000 plus $50 shipping, the restocking fee will be $200 (being 20% of $1,000). The $50 shipping charge is not refundable.

The restocking fee does not apply where you are exercising your rights under the Australian Consumer Law.

7. Condition of Returned Goods and Reduction in Value

Returned goods must not:

 • Be used beyond what is reasonably necessary to inspect them;

 • Be damaged by improper use or handling;

 • Have altered or removed serial numbers;

 • Be missing accessories, manuals or components.

If goods are returned and show signs of use beyond what is reasonably necessary to inspect them, we may reduce the refund to reflect any reduction in value.

8. Lithium Battery and Transport Safety Requirements

For safety reasons, returned products containing lithium batteries must be securely packaged in accordance with transport and dangerous goods requirements.

If you are unsure how to package the product safely, please contact us for instructions before dispatching the return.

Failure to comply with transport safety requirements may result in the return being refused by the carrier.

9. Proof of Identity for High-Value Refunds

For high-value refunds, we may request reasonable identification to confirm the identity of the purchaser prior to processing the refund.

This measure is implemented to reduce fraud and unauthorised refund claims.

10. Lost Return Shipments

We are not responsible for goods lost in transit during return shipping.

We recommend using a trackable and insured shipping service.

11. Refund Processing

Approved refunds will be issued to the original payment method.

Refunds are typically processed within five to seven business days after approval. Processing times may vary depending on your financial institution.

Shipping costs are refundable only where required under the Australian Consumer Law (for example, where goods are faulty).

12. Risk and Title

Risk in the goods passes to you upon delivery.

Title in the goods does not pass until payment has been received in full.

13. Related Policies

For information regarding delivery, shipping timeframes and freight matters, please refer to our Shipping Policy.

In the event of any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.