Returns, refunds & warranty
30-day unused returns, a 12-month NORVEX warranty and support for product faults.
Updated 30 September 2026 · NORVEX COMMERCE PTY LIMITED · ACN 700 691 943
Ask NORVEX for help
Email support@norvexcommerce.online or call +61 468 185 847 with your order reference or other proof of purchase, product details and a description of the issue. We acknowledge requests within 2 business days and provide the next steps. Business days in this policy are Monday to Friday, excluding Queensland public holidays. Contact us before arranging transport for a bulky item.
Faults and consumer remedies
For a major product failure under Australian Consumer Law, you can generally choose a refund or replacement. For a minor problem, a free repair may be appropriate. If a remedy is not provided within a reasonable time, further rights may apply. Manufacturer warranty expiry does not automatically end statutory protection.
Returning faulty products
Original packaging is not required for a statutory fault claim. We arrange or pay for collection of faulty goods that are large, heavy or difficult to remove. Reasonable return costs already paid are reimbursed where a fault is confirmed. Any potential inspection or collection charge if no fault is found will be explained in advance.
Refund method
Refunds are returned to the payment method used for the original purchase. We do not replace a card or local-payment-method refund with cash or store credit unless required by law, and never ask you to pay a fee to unlock a refund. Partial refunds identify the items and amounts refunded, and combined payment reversals cannot exceed the original payment. This does not limit a separate statutory entitlement to compensation. If an account has closed or the provider rejects a refund, contact us so we can work with the provider on the permitted process; this does not cancel your entitlement.
Assessment and refund timeframes
We assess a returned item within 3 business days of receiving it and the information reasonably needed for assessment. If an inspection needs specialist input, we explain why and provide an update within that period. We submit approved refunds within 5 business days of approval and email confirmation. Banks and payment providers typically take a further 5–10 business days to credit an account; the exact posting time is outside our control. Contact us if a refund has not arrived after 10 business days from our confirmation. Statutory refunds are not delayed by unnecessary return or assessment requirements.
Refund confirmation and fees
Our refund confirmation identifies the order, amount, currency and submission date. Contact us for the refund status and any available provider or bank tracing reference. A submitted refund and a credit posted to your bank account are different stages. NORVEX does not deduct payment-processing or refund-administration fees from an approved refund. The change-of-mind return freight condition below still applies. Refunds are issued in the original transaction currency; a bank’s exchange rate or separate fees may affect the amount shown in another currency.
30-day change-of-mind returns
You may request a change-of-mind return within 30 calendar days after delivery. Products must be unused, in resaleable condition, with original packaging and all included accessories. After receiving return instructions, send the item within 14 calendar days. For a change-of-mind return, you pay the return freight. Standard outbound shipping is free and is not deducted from your refund. There is no restocking fee. These conditions apply only to voluntary change-of-mind returns, not to faulty goods or other statutory claims.
12-month NORVEX warranty
NORVEX COMMERCE PTY LIMITED provides a 12-month warranty from delivery against defects in materials or workmanship under normal use in accordance with the product instructions. This warranty is included in the product price and applies to all products sold by NORVEX, including international orders. We arrange repair or replacement of covered defects at no charge, subject to your right to choose a statutory remedy where applicable. The warranty does not cover damage caused by misuse, accidental damage or unauthorised modification, or ordinary wear and tear. These exclusions do not remove any statutory rights.
Order cancellation
Contact us as soon as possible if you need to cancel. Before dispatch, you may cancel for a full refund with no cancellation fee. We confirm the dispatch status and submit the refund within 5 business days after confirming cancellation; bank posting times are described above. If the order has already been dispatched, the 30-day change-of-mind policy applies unless you have a statutory right to cancel or obtain another remedy. If NORVEX cancels because we cannot fulfil the order, any payment for that order is refunded in full.
Warranty claims and expenses
Contact NORVEX COMMERCE PTY LIMITED at support@norvexcommerce.online, +61 468 185 847, or 54 Wadley Street, Macgregor QLD 4109, Australia. Supply proof of purchase, the model, serial number if available, and a description of the fault; photos can help where practical. We acknowledge your claim within 2 business days and arrange assessment and repair or replacement. NORVEX covers reasonable assessment, parts, labour and transport expenses for accepted warranty claims, including arranging collection of bulky goods. Send receipts to our support email to claim reimbursement of approved reasonable expenses; we process reimbursement within 5 business days after approval. We will not require you to deal only with a manufacturer.
Your Australian Consumer Law rights
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.
Additional rights
The 12-month warranty and 30-day voluntary returns offer are additional benefits. Any longer product-specific warranty or additional express warranty we provide also applies. Consumer guarantees may continue after the warranty ends. Mandatory consumer protections that apply in your destination country also remain unaffected.
Fair treatment
The same consumer protections and refund conditions apply regardless of the payment method used. A statutory refund is not reduced by a blanket restocking fee. Nothing on this page imposes a fixed one-year limit on your consumer rights.
Questions about this policy?
support@norvexcommerce.online