Oreva Tiles and Bathware, we strive to ensure that our customers are satisfied with their purchases. If you are not entirely satisfied with your purchase, we are here to help. This Return Policy outlines the conditions and procedures for returning tiles and bathware products.

 A) Conditions for Returns

1. Eligibility

   - Items must be unused and in the same condition that you received them.
   - Items must be in the original packaging.
   - Proof of purchase is required.

2. Timeframe

   - Returns must be initiated within 30 days of the delivery date.

3. Non-Returnable Items

   - Custom-made or special order items
   - Items purchased on clearance or sale
   - Items that have been installed or used
   - Return can only take place if the batch is currently in stock

B) Return Process

1. Initiate a Return

   - Contact our Customer Service team at info@oreva.com.au or 0451924454 to initiate the return process.
   - Provide your order number, details of the product you wish to return, and the reason for the return.

2. Return Authorization

   - Once your return request is approved, you will receive a Return Authorization (RA) number along with instructions on how to return the item.
   - Please do not return items without an RA number, as they will not be accepted.

3. Packaging and Shipping

   - Pack the item securely in its original packaging, including all accessories, manuals, and documentation.
   - Clearly write the RA number on the outside of the package.
   - Ship the item to the address provided in the return instructions. Customers are responsible for the return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective item).

C) Refunds

1. Inspection

   - Once we receive your returned item, we will inspect it to ensure it meets our return conditions.

2. Processing

   - If the return is approved, we will process your refund within 7-10 business days.
   - Refunds will be issued to the original method of payment. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

3. Restocking Fee

   - A restocking fee of 15 % may apply to certain returns. This fee will be deducted from your refund amount.

 

Return Reason	Restocking Fee
The customer received the wrong, damaged, or defective item.	Zero restocking fee (customer receives a full refund)
The customer got a better deal elsewhere, had a change of mind, no longer needed the product, or unintentionally placed the order.	Up to 20% of the product's price (if returned in its original condition)
The customer opened the packaging, the seller received damaged return items (abuse during return shipment or by the customer), signs of use, or the returned items were not in the original packaging.	Up to 50% of the product's price
The customer used or damaged a product.	Up to 100% of the product's price

 

D) Exchanges

1. Eligibility

   - Exchanges are only available for items that are defective or damaged upon arrival.
   - If you need to exchange an item, please contact our Customer Service team within 7 days of receiving the item.

2. Process

   - Follow the same return process as outlined above.
   - Once we receive the defective or damaged item, we will ship the replacement item to you at no additional cost.

Contact Us

If you have any questions about our Return Policy, please contact us at:
Oreva Tiles and Bathware
6/5 Connect road Truganina. Vic-3029
info@oreva.com.au
0451924454