Refund policy

Returns & Refunds Policy

Last Updated: 25 July 2026

At Somvane, we want you to shop with confidence. This policy outlines your rights under the Australian Consumer Law (ACL) and explains how we handle refunds, replacements, and returns.

1. Your Rights Under Australian Consumer Law

Products purchased from Somvane come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Under the ACL, you are entitled to:

  • A replacement or refund for a major failure.
  • Compensation for any other reasonably foreseeable loss or damage.
  • A repair or replacement if the product fails to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes, or modifies your rights under the Australian Consumer Law.

2. What Qualifies for a Remedy

You may request a refund, replacement, or store credit if your product:

  • Arrives damaged or defective.
  • Is materially different from the description on the product page.
  • Is missing parts or accessories that were advertised as included.
  • Does not match the images or specifications shown at the time of purchase.
  • Develops a fault within a reasonable period after delivery that is not caused by misuse, abnormal use, neglect, or failure to follow the provided care instructions.

3. How to Request a Resolution

If you experience an issue with your order, please follow these steps:

Step 1

Email support@somvane.com.au within 30 days of receiving your order.

Step 2

Include:

  • Your order number
  • A clear description of the issue

Step 3

Attach:

  • 2–4 clear photos, or
  • A short video showing the damage, fault, or discrepancy

Step 4

Our support team will review your request and respond within:

  • 2 business days
  • Monday–Friday
  • 9:00 AM – 5:00 PM (AEST/AEDT)

In most cases, claims are resolved without requiring you to return the product. If a return is necessary, we will provide instructions before asking you to send anything back.

4. Resolutions We Offer

Depending on the issue, we may provide one of the following solutions:

Damaged or Faulty Product

  • Full refund, or
  • Free replacement (your choice)

Product Not as Described

  • Full refund, or
  • Free replacement (your choice)

Minor Cosmetic Defect

If the defect does not affect normal use, we may offer:

  • Partial refund, or
  • Store credit

Missing Parts or Accessories

  • Replacement parts will be sent free of charge.

Australian Consumer Law

For major failures, you may choose:

  • A full refund, or
  • A replacement

For minor failures, Somvane may choose to:

  • Repair the product
  • Replace the product
  • Refund the purchase

5. Refund Processing

Once your refund has been approved:

  • Refunds are issued to your original payment method.
  • Processing takes approximately 5–7 business days.
  • Your bank or payment provider may require additional time for the funds to appear.
  • You will receive an email confirmation once your refund has been processed.

6. Physical Returns (When Required)

Although most claims do not require a return, in some cases we may ask you to send the product back.

If a return is required:

  • We will provide a prepaid return shipping label or reimburse reasonable return shipping costs.
  • Products should be returned in their original condition with all included accessories.
  • Do not return any product unless we have confirmed the return address in writing via email.
  • Refunds for returned items are processed within 5–7 business days after we confirm receipt.

7. What Is Not Covered

This policy does not cover:

Change of Mind

We do not offer refunds or exchanges if you:

  • Change your mind
  • Order the wrong size, profile, or colour
  • No longer want the product

Please review all product descriptions, dimensions, profiles, and specifications carefully before placing your order.

Misuse or Improper Care

We cannot provide remedies for products damaged due to:

  • Misuse
  • Abnormal use
  • Neglect
  • Failure to follow the care instructions

Product Modifications

Products that have been:

  • Altered
  • Modified
  • Repaired by an unauthorised person

are not covered.

Normal Wear & Tear

Damage resulting from ordinary wear after reasonable use is not covered.

8. Order Cancellations

You may cancel your order:

  • Before it has been dispatched for a full refund.

Once an order has been dispatched:

  • It cannot be cancelled.
  • If an issue exists after delivery, you may request a resolution under this policy.

To cancel an order, email:

support@somvane.com.au

Please include your order number.

9. Return Shipping Costs

If the Product Is:

Faulty, damaged, or not as described

  • Somvane covers all return shipping costs.

Change-of-Mind Returns

  • Not accepted.
  • Return shipping costs are therefore not applicable.

10. Contact Us

If you have any questions about returns or refunds, please contact us.

Customer Support

Email: support@somvane.com.au

Phone: +61 468 171 540

Business Hours:

  • Monday–Friday
  • 9:00 AM – 5:00 PM (AEST/AEDT)

Response Time:

  • Within 2 business days

Please include your order number in all correspondence.

11. Additional Information

Somvane is operated by Talen and Haten Limited, a company incorporated in Hong Kong (Company No. 77043532).

Our products are sourced from international suppliers and shipped directly to customers throughout Australia.

For more information about your consumer rights under Australian law, please visit the Australian Competition and Consumer Commission (ACCC) website:

https://www.accc.gov.au/consumers/consumer-rights-guarantees