Refund Policy

 

If you need to arrange a return, please contact us at customer-care@rovi.com.au. Our customer care team will guide you through the return process and provide all the necessary information.

1. Cancelling an Order

1.1 Cancellation by Us

We may cancel or refuse any Order, or part of an Order, at any time (including Orders that have been accepted or invoiced) without any liability to you if:

1. The products in your Order are not available.
2. We are unable to process your payment.
3. There is an error in the price or product description on our website.
4. We reasonably suspect you have breached any provisions of these Terms by placing the Order.
5. We reasonably suspect fraudulent or unlawful activity.

1.2 Cancellation by You

• You cannot change or cancel an Order once it has been placed, except as permitted by the Australian Consumer Law or any other applicable law.
• If you wish to change or cancel your Order, please contact us at customer-care@rovi.com.au. While we will attempt to accommodate your request, we cannot guarantee changes or cancellations once an Order has been placed.
• If we agree to a change or cancellation after an Order has been placed, it may be subject to:
  1. Proof of purchase.
  2. Products being in their original condition and packaging.
  3. Payment of any reasonable costs associated with processing the change or cancellation.
• If your Order has already been processed, you may still be able to return the products. Please refer to our Returns and Refunds Policy below for more information.

2. Returns and Refunds

2.1 General Policy

Our refunds and returns policy is in accordance with the Australian Consumer Law.

2.2 Proof of Purchase

To process a return or refund request, you must provide valid proof of purchase, such as the original receipt, tax invoice, or a statement from us.

2.3 Product Failures

• Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to:
  1. A replacement or refund for a major failure.
  2. Compensation for any other reasonably foreseeable loss or damage.
• You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards, provided the failure does not amount to a major failure.
• For minor failures, we reserve the right to offer a repair only.

2.4 How to Return Products

To return a product, you must provide:

1. Proof of purchase (original tax invoice or other proof of payment).
2. The goods listed on the tax invoice, including all original packaging, manuals, and any bonus offers.
3. The goods in their original condition, with tags still attached.
4. Suitable identification to confirm you are the original purchaser.
5. A completed online returns form detailing the fault or issue, which must not have been caused by you.

We reserve the right to refuse any return requests in accordance with Australian Consumer Law. You are responsible for any delivery costs unless the product is found to be faulty or damaged. If an item is marked as "undeliverable" by the shipping provider, returns or refunds will not be offered.

2.5 Items Not Eligible for Return

We do not accept returns or exchanges for change of mind.

3. Faulty Products

If you believe an item you received is faulty, please contact our customer service team at customer-care@rovi.com.au as soon as possible.

You must:

1. Provide proof of purchase (original receipt or other acceptable proof).
2. Return the product to us by post. You are responsible for the return postage costs.

International customers should contact our customer service team before returning any products.

Photographs alone are not accepted as proof of fault; the physical product must be in our possession before accepting a return request. If an item is deemed faulty, we will refund the return postage cost—please keep your postage receipt for this purpose.

In some cases, faulty items cannot be repaired, and a replacement or refund will be offered. We cannot control the availability of replacement goods or manufacturer warranty periods and repair times, but we will ensure your faulty item is handled as quickly as possible and keep you informed throughout the process.

We have no control over manufacturer warranty periods, nor can we control repair periods, and we cannot advise on them. We will, however, do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process. We cannot be held accountable for repair products or communication from the manufacturer.

All electronic products come with a manufacturer warranty and are non-refundable. For products covered by a warranty that are deemed faulty, we recommend contacting the manufacturer directly in accordance with the warranty conditions.

4. Cancellations

If your package has been shipped, we reserve the right to refuse order cancellations or charge a Cancellation Fee of 20% of the purchase price should we be able to request the return of the package from our delivery service. If we cannot request the return of the package, cancellation is not possible. Any refusal of cancellation or charge of a Cancellation Fee is at our sole discretion.

If we have incurred costs associated with your order, we may not be able to provide a cancellation of your order.

5. Receiving a Refund

Refunds, where applicable, will be issued once we have received your returned items. Damaged items upon receipt are not eligible for refunds. Refunds do not include shipping or handling charges, except in cases of faulty or damaged items. Refunds will be credited to the original payment method within five (5) to seven (7) business days. Please note, we have no control over how long it takes for your credit card provider to process refunds. Should you have any queries in this regard, you should contact your bank.

6. Risk and Title

1. The risk in the products will pass to you once you have taken delivery of the products.
2. Title to the goods will not pass to you until we have received payment in full for the products.