Avantua is committed to making your online shopping experience easy and stress-free. If you are not satisfied with your purchase, you can simply return the products for a refund within the policies outlined below. Our return policy is in accordance with Australian Consumer Law. All returns must be returned within 14 days of parcel receipt.
Please note that in the interest of public health and safety, we are unable to provide a return or exchange on the following lists of goods:
- Face masks
- Surgical gloves
The seller is responsible for return postage costs.
You must return items in their original packaging and in the same condition as when you received them. If you don’t follow our item condition policy for returns, you may not receive a full refund.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Return Conditions
- Items returned must be unused, with the original packing. We do not accept returns on items that have been damaged or altered in any way.
- The following item/s cannot be returned or exchanged: all Masks and gloves
- Please be sure to double check your returns before shipping them out. We will not be held responsible for the return that are not our company items or wrong address.
- If you receive a damaged/defective item, please contact our customer service for assistance at [email protected]
Most returns are processed within 5 business days after we receive your package. Once your refund has been issued, you will receive a confirmation email.
Note: The original shipping fee and insurance are non-refundable.
Proof of Purchase
Please keep your receipt or order number handy while contacting us as it will help us locate your purchase.
Cancellations
If you order our item and for some reasons that you may want to cancel the order, it is OK that you can send your request to us via Email: [email protected] if the parcel has not been shipped, we will cancel your order and refund you. Any orders that have been shipped out order cannot be cancelled.
Request for cancelation of orders after product been shipped out may incur a fee of $7 or 10% of the order value (whichever is greater). This is chargeable at the discretion of management. Cancelling orders that have been shipped must be posted back to us, at the expense of the customer. The product to be returned must be packed securely and must be sent via registered post in order for you to be able to track the parcel.
Please note that the customer will be responsible for the product until it is received by us. Products that have been tampered with cannot be refunded. Postage costs will not be refunded.
Incorrect product delivered:
In such a scenario where the product you received is not what you placed an order for then please get in touch with our customer service team within 14 days of parcel receipt. Our customer support, upon looking into the issue will help you with a pre-paid shipping label to return the product. You can then choose to either have the correct product re-delivered at our cost or receive a full refund.
Damaged/Defective product delivered:
In such a scenario where the product you received is damaged or defective please contact our Customer service support [email protected] within 14 days of delivery with your order number and a description of the condition of the damaged or defective item. Our customer support, upon careful consideration and depending on the Manufacturer’s Policy for the product in question might offer to provide one of the below resolutions:
- Place you in contact with the manufacturer (warranty support)
- Replacement
- Refund you for the product
- Exchange the product
Refund (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, PayPal or original method of payment, within a certain amount of days.
If you used your credit card to purchase online, your approved refunds must be processed on the same credit card.
NOTE: All returns will need to be confirmed with us first before returning the products. Unauthorised returns may be refused. No item will be refunded until received by us. [email protected]
Our customer service team can be reached via email
Returned products will be checked. The products are your responsibility until they reach our warehouse. Please ensure the product is packed in a sturdy and secure manner so as to avoid any damage in transit.