REFUND & RETURNS POLICY
Overview
At Narva, we are committed to supplying high-quality automotive lighting and electrical products you can rely on. Our products are extensively tested both in controlled environments and in real-world conditions to ensure they meet the expectations of our customers.
If you experience an issue with your purchase or need to return a product, please review the procedures below.
Returns & Exchanges
We want your experience with Narva to be a positive one. If you wish to return or exchange an item, you have 30 days from the date you receive your order to request a return.
All return requests must be submitted via our Contact Us online form. Please ensure all fields are completed correctly and select the appropriate Reason for Contact from the drop-down menu (Returns, Exchanges or Warranty) to avoid delays in processing.
Please include your Order Number in your submission. This can be found in the confirmation email you received when placing your order.
Once your request has been received and approved, you will be issued a Return Material Authorisation (RMA) number, which must accompany your return.
All returned products will be inspected upon receipt. While we endeavour to accept all eligible returns, the following conditions must be met:
- The product must be unused and in its original condition.
- All labels, tags and packaging must be intact and in original condition.
- The RMA number must be included with the returned goods.
- Items must be received by Narva within 14 business days of the RMA being issued.
- The return shipment is the responsibility of the customer and must be securely packaged to prevent damage during transit.
Damaged, Faulty or Incorrect Products
If you receive a product that is damaged, faulty or incorrect, we apologise for the inconvenience and will work with you to resolve the issue as quickly as possible.
Please follow the steps below:
- Submit a request via our Contact Us online form and select the appropriate reason for contact: Damaged, Faulty or Incorrect Product.
- Include your Order Number, which can be found in your order confirmation email.
- Provide as much detail as possible in the message field to help us process your request more quickly.
Once your request has been received, the Narva team will review the information and contact you to resolve the matter.
If you notice that the package is visibly damaged upon delivery, please advise the courier immediately and request that the parcel be returned to sender.
Returning Your Product
Please send returned products to the address below, including your RMA number and return details.
Narva – Returns
1500 Ferntree Gully Road
Knoxfield VIC 3180
Australia
Please ensure your return includes your full name, contact number, email address and RMA number.
Returned goods remain the customer’s responsibility until they are received by our warehouse, so please ensure the items are securely packaged.
We strongly recommend using a tracked or insured postal service and retaining proof of postage.
Return Shipping Costs
Customers are responsible for the shipping costs associated with returning items, and original shipping costs are non-refundable.
If a refund is approved, the cost of shipping may be deducted from the refund amount.
If Narva confirms that the product is damaged, faulty or incorrect, we will reimburse reasonable return shipping costs.
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 compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This policy is provided in addition to, and does not limit, your rights under the Australian Consumer Law.