Refund policy
Change of Mind
Please choose carefully before placing your order.
HĀVA does not accept returns, exchanges or provide refunds for change of mind, including where you have selected the wrong product, no longer require the product, or simply change your mind after purchase.
This does not affect any rights or remedies you may have under the Australian Consumer Law.
Sale & Promotional Items
Sale, discounted and promotional items are not eligible for change-of-mind returns or exchanges.
This does not exclude your rights under the Australian Consumer Law where a product is faulty, damaged or otherwise fails to meet a consumer guarantee.
Faulty or Damaged Products
If you believe your product is faulty, has arrived damaged, or you have received an incorrect item, please contact our Customer Care team at hola@hava-aura.com.au before returning the product.
Please include:
- Your order number
- A description of the issue
- Relevant photographs or video where applicable
Our team may ask you to complete reasonable troubleshooting steps to help identify and resolve the issue.
Where required, we may arrange for the product to be returned for inspection.
If a product is confirmed to have a fault or otherwise fails to meet a consumer guarantee, HĀVA will provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund.
Discretionary Returns
In limited circumstances, HĀVA may agree to accept a return that would not otherwise qualify under our standard Returns Policy.
Any such return is approved at HĀVA's discretion and does not create an entitlement to future returns outside our standard policy.
Where a discretionary return is approved, the customer may be responsible for:
- Return shipping costs
- Original shipping and handling costs
- Applicable payment or processing costs
- A restocking fee of up to 25% of the item's value, depending on the product, condition and handling requirements
The product must be returned in the condition specified by our Customer Care team and, where requested, with its original packaging and included accessories.
Any applicable fees will be communicated before the return is authorised.
Return Shipping
Please do not return any product without first contacting HĀVA Customer Care and receiving return instructions.
For approved discretionary returns, return shipping costs are generally the responsibility of the customer.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, responsibility for reasonable return costs will be handled in accordance with your rights under the Australian Consumer Law.
We recommend using a tracked shipping service when you are responsible for returning a product.
Refunds
Approved refunds will be processed to the original payment method, unless another remedy has been agreed with you.
Please allow several business days after a refund has been processed for the funds to appear, depending on your financial institution or payment provider.
Original shipping charges are generally non-refundable where the return is not related to a product fault or other consumer guarantee.
Australian Consumer Law
Our Returns Policy operates in addition to your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under applicable consumer law.