Refund policy

Refund and Returns Policy for www.ausva.com.au

At Ausva, we want you to be completely satisfied with your purchase. This policy outlines your rights and our obligations regarding returns, refunds, and exchanges, in accordance with the Australian Consumer Law (ACL).

1. Your Rights Under the Australian Consumer Law (ACL)

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure occurs when:

  • The product is significantly different from the description or demonstration model.

  • The product is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.

  • The product is unfit for a purpose that you made known to us, and it cannot easily be made fit within a reasonable time.

  • The product is unsafe.

A minor failure is a problem that can be fixed within a reasonable time, or is not severe enough to prevent you from using the product.

2. 30-Day Return Window (for Change of Mind & Other Issues)

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. This timeframe applies to all returns, including those for change of mind (where applicable, see section 4) and for issues covered by the ACL.

To be eligible for any return (including change of mind or ACL claims), your item must be:

  • In the same condition that you received it.

  • Unworn or unused (if applicable to the product type).

  • With tags still attached (if applicable).

  • In its original packaging.

  • Accompanied by the receipt or proof of purchase.

3. Initiating a Return

To start a return, please contact us at info@ausva.com.au or info@asbtrailers.com.au.

Please do not send items back without first requesting a return and receiving a Return Authorisation (RA) number, as they may not be accepted or processed.

If your return request is accepted, we will provide you with a Return Authorisation (RA) number and instructions on how and where to send your package.

Return Address: Ausva Returns 2/11 Lancaster Street, Ingleburn, NSW, 2565

You can always contact us for any return questions at info@ausva.com.au or info@asbtrailers.com.au.

4. Damages, Issues, and Incorrect Items

Please inspect your order upon reception and contact us immediately (preferably within 48 hours of delivery) if the item is defective, damaged, or if you receive the wrong item. This allows us to promptly evaluate the issue and make it right for you. We may request photos or additional information to assist with our assessment.

If an item is found to be faulty, damaged (not due to misuse), or incorrectly supplied, we will cover the reasonable cost of return shipping.

5. Return Shipping Costs

  • For faulty, damaged, or incorrect items (as per Section 4): Ausva will cover the reasonable cost of return shipping. We will provide a return shipping label or advise on reimbursement methods.

  • For change of mind returns (as per Section 7): The customer is responsible for the cost of return shipping. Items returned due to change of mind must be sent at the sender's expense.

6. Exceptions / Non-Returnable Items

Certain types of items cannot be returned due to their nature or specific conditions:

  • Custom products: Such as special orders or personalised items.

  • Hazardous materials, flammable liquids, or gases.

  • Clearance or Sale Items: Unfortunately, we generally cannot accept returns on sale items for change of mind. Your rights under the Australian Consumer Law for faulty goods still apply.

  • Gift cards.

Please get in touch if you have questions or concerns about your specific item's return eligibility.

7. Change of Mind Returns (Discretionary)

While the Australian Consumer Law does not require us to offer returns for simply changing your mind, Ausva may offer this as a goodwill gesture under the following conditions:

  • The return is requested within the 30-day return window from receipt of the item.

  • The item meets all the eligibility criteria listed in section 2 ("same condition, unworn or unused, with tags, and in its original packaging").

  • The customer is responsible for the cost of return shipping for change of mind returns (as noted in Section 5).

  • For change of mind returns, we typically offer a store credit or exchange, at our discretion. Refunds are generally not offered for change of mind.

8. Exchanges

The fastest way to ensure you get what you want is to return the item you have (following the process outlined above), and once the return is accepted, make a separate purchase for the new item. If the original item is faulty or incorrect, we will discuss the best solution (replacement or refund) with you.

9. Refunds

Once we've received and inspected your return, we will notify you of the outcome via email. We will let you know if the refund (or replacement/repair) was approved or not, and the reason for the decision.

If approved for a refund, it will be automatically refunded on your original payment method within 10 business days. Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account.

If more than 15 business days have passed since we confirmed your refund approval, please contact us at info@ausva.com.au or info@asbtrailers.com.au.

10. Proof of Purchase

A valid proof of purchase (e.g., order number, sales receipt, bank statement) is required for all returns, refunds, and warranty claims.