Orders/Returns Policy

1. Overview of Return Eligibility

We accept returns under the following circumstances:

• Goods Not as Described: If the product does not match its description in a significant way that impacts its intended use, you may return it for a full refund, including shipping costs for the affected items, provided you notify us within 7 days of receipt.
• Damaged or Faulty Goods: If goods are damaged or faulty upon arrival (excluding transit-related damage), you may return them for a full refund, including shipping costs, provided you notify us within 7 days of receipt.
• Change of Mind: If you are a consumer and decide the product is unsuitable for any reason, you may return it within 7 days of receipt at your expense.

2. Conditions for Returning Goods

• All returned goods must be in the condition you received them, with their original packaging intact.
• You are responsible for the care of goods before their return.
• Returns must include all accessories, manuals, and documentation provided with the product.

3. Notifications and Fault Discovery

1. If you do not notify us within 7 days of your intention to return goods, the items will be deemed accepted.
2. For consumers, if a fault is discovered within 12 months that was present at the time of supply, we will consider it a manufacturing fault unless proven otherwise. In such cases, you may return the goods for a refund of the price paid.

4. Faulty Goods Within 12 Months

If goods develop a fault within one year, the following options are available:

• Repair or Replacement: At our discretion, we will either repair or replace the faulty item.
• Credit Note: If repair or replacement is not feasible, a credit note valid for 12 months will be issued.

You are responsible for returning the faulty goods to us at your expense for repair or replacement. Please note:

• We do not offer a replacement during the repair period unless a separate maintenance contract exists.
• Additional levels of service for repairs can be arranged through maintenance agreements.

5. Restocking Fees

A 20% restocking fee will apply under the following conditions:

• Returns due to product incompatibility or a change of mind after confirming a quote or placing an order.
• Returns for any SKU quantity exceeding 10 units.

It is the customer’s responsibility to review product descriptions and ensure compatibility before placing an order.

6. Liability Limitation

Except in cases of death or personal injury resulting from our negligence, our liability is limited to:

• Repairing or replacing faulty goods, or
• Refunding the price paid for the goods.

We are not liable for any incidental or consequential damages.

7. Return Shipping Costs

• Returns are at the customer’s expense unless covered under applicable consumer protection laws.
• If you request us to collect goods, we will arrange for collection and charge you the actual cost incurred.
• If the goods are returned under the NSW Sale of Goods and Services Act, return shipping costs may be waived.

8. Shipping Costs and Free Shipping Returns

• Shipping costs are treated as a separate service and are non-refundable.
• For orders that included free shipping, a $10 fee will be charged to cover postage costs if the items are returned.

9. Returns Process

To initiate a return, please follow these steps:

1. Email us at hiya@coverly.au with the following details:
   • Your name, address, and contact number.
   • Invoice or order number.
   • Product code or name.
   • A detailed description of the issue, including attached images if necessary.
2. Once your return is approved, we will provide a Return Reference (RR) number.
3. Pack the goods securely, including all original packaging and documentation, and ship them to the address provided in the RMA instructions.

10. Package Refusal

If a customer refuses to accept a package:

• The customer will be billed for the return fee assessed by the courier.
• Refusing the package is considered non-compliance with our policies and will void eligibility for refunds or reimbursements.

11. Exclusions and Restrictions

Certain products are excluded from our standard return policy:

• Items with built-in lithium batteries may have shipping restrictions.
• Custom or personalized products are non-refundable unless faulty.