Customer Care

AVEL INNOVATIONS PTY LTD offers a range of return & refund options depending on your circumstances, what you purchased, and how you purchased it. Our policy complies with Australian Consumer Law, and your rights are protected.

If you purchased a brand-new product directly from AVEL INNOVATIONS PTY LTD  and you need to return it, here are your options.

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1. RETURN WINDOW

AVEL INNOVATIONS PTY LTD will accept product returns within 7 days of your order being dispatched from the AVEL INNOVATIONS PTY LTD warehouse provided your return matches the criteria listed below.

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2. CHANGE OF MIND

If you’ve changed your mind after ordering an AVEL INNOVATIONS PTY LTD product, we may be able to help as long as you:

• Notify us within seven days of receiving your order that you wish to return it.

• Haven't used the product.

• Still have all the original and undamaged packaging

You may have to pay a restocking fee of 20% of the purchase price depending on the condition of the product you are returning.

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3. TECHNICAL ISSUE WITH PRODUCT

In the event that your product arrives damaged or Dead on Arrival (DOA), please contact our Customer Service team within three business days with photos of the product and packing for our records.

Any DOA product must be returned to us within 7 business days in the condition in which it was received by you, along with its original packaging.

We’ll assess your return and either replace it with an equivalent product or refund it if it is determined that the fault with your product is irreparable.

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4. INCORRECT PRODUCT RECEIVED

In the exceptionally rare circumstance that you receive the wrong product, please contact our Customer Service team within 3 business days with photos of the product and its packaging.

 

You’ll be instructed to return the product to us, and once we’ve verified that you did receive the wrong product, we’ll send out the correct product straight away.

 

When can’t I return a product?

Unfortunately, we can’t always offer returns, refunds, and replacements. Here are some of the reasons why we may refuse a refund request:

• The problem has arisen from your misuse of the product.

• The product you purchased was on sale.
  In this case, you’ll be offered a credit for use elsewhere on the AVEL INNOVATIONS PTY LTD site.

• You were made aware of a problem or limitation of the product before you purchased it.

• You asked for modifications to the product against our advice.

• You didn’t accurately describe your needs when purchasing.

• Any other exceptions that apply under the Australian Consumer Law.

 

How do I return my product?

In the event that a product you’ve purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we’ll send you a prepaid Australia Post label so that you can return it to us at 2 Catherine Street, Coburg North, Victoria 3058.

 

We hope you understand that we can’t cover the cost of the packaging you’ll need, nor will we be able to send packaging to you. We strongly recommend that you keep your original packaging to assist in this return process.

 

If the product you wish to return is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we’ll organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

 

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you’ll be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

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In the case of a Change of mind return, you’ll need to pay for return shipping yourself and will be held liable for loss or damage in transit.

 

All TVs will need to be suitably packaged for transit prior to return to prevent any damage, especially to the screen. Please follow the instructions in the document ‘How to Return your Product’ available via this link, or request it from our Customer Service team.

 

Unless otherwise stated, we’ll pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

 

To be eligible for a refund, repair or replacement, you must provide proof of purchase.

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Get In Touch with Avel Innovations

• Email: info@avelinnovations.com.au

• Call: 0423494545

• Address: 2 Catherine Street, Coburg North, VIC 3058

Our hours of operation are Monday to Friday 9am - 5pm AEST.