Refund policy

Returns & Refund Policy

This policy explains how returns and refunds work at RECVIA. It applies to all orders placed on recviaau.com.

1. Return window

You may return your order within 30 days of the delivery date. Requests made after 30 days cannot be accepted.

2. Conditions for a return

  • The item must be unused or only lightly trialled, in resaleable condition.
  • The item must be returned complete, including the control unit, hoses, power adapter, manual and original packaging.
  • For hygiene reasons, items that are visibly soiled or damaged by the customer cannot be accepted.

3. How to request a return

  1. Email support@recviaau.com with your order number and the reason for the return.
  2. We reply within 1 business day with a return authorisation and the return address.
  3. Send the parcel back using a tracked service and share the tracking number with us.

Please do not send anything back before receiving a return authorisation — unauthorised parcels may be refused.

4. Return shipping costs

  • Change of mind: the customer pays return shipping.
  • Faulty, damaged or incorrect item: RECVIA pays return shipping, or arranges a prepaid label.

5. Refund timeframe

Once we receive and inspect the returned item, we approve or decline the refund within 3 business days. Approved refunds are issued to the original payment method within 5 to 10 business days. The exact time the funds appear in your account depends on your bank or card issuer.

Original outbound shipping charges are refunded only where the item was faulty, damaged or incorrect.

6. Faulty or damaged on arrival

If your order arrives damaged or does not work, contact support@recviaau.com as soon as possible with photos or a short video. We will arrange a replacement, a repair or a full refund.

7. Cancelling an order

You can cancel free of charge as long as the order has not yet been dispatched. Email us as soon as possible. Once dispatched, the order falls under the return procedure above.

8. Warranty

Every RECVIA device is covered by a 12-month warranty against manufacturing defects from the delivery date. The warranty does not cover damage caused by misuse, dropping, liquid ingress or unauthorised repair.

9. Australian Consumer Law

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

10. Contact

RECVIA — customer support
71 Vivian Street, Boulder WA 6432, Australia
Email: support@recviaau.com
Response time: within 1 business day, Monday to Friday.