Change-of-mind returns
Bought a long-range tank and the build went a different way? Ordered the wrong bar for your hitch? No drama. Within 30 days of delivery you can send most items back for a full refund — you don't need to tell us why, though it helps us improve if you do.
Unused, in original packaging, back within 30 days → full refund to your original payment method. You cover return freight on change-of-mind; we cover it when it's our mistake or the item's faulty.
The 30-day window
The clock starts the day your order is marked delivered by the courier, not the day you ordered. We use the tracking timestamp, so you get the full month from when it actually lands on your doorstep.
- Day 1–30: standard change-of-mind return, full refund.
- Day 31–60: case-by-case — message us, we're reasonable, especially on unopened gear.
- Past 60 days: change-of-mind returns close, but warranty claims stay open for the life of the product.
Condition we accept
We resell returns to the next person, so the gear needs to come back the way it left. That means:
- Unused and unfitted — not bolted up, drilled, cut, or trial-mounted with marks.
- In its original packaging with all hardware, brackets, and fitting kit included.
- Free of mud, grease, scratches, and that unmistakable "it's been on the car" look.
A test-fit is fine if you're gentle and it leaves no marks. But once a tank's had fuel or water through it, or a bar's been torqued onto the chassis, we can't take it back on change-of-mind. Not being difficult — we just can't honestly resell it.
How to start a return
One email gets it moving. No portals, no logins, no restocking maze.
- Email returns@novaagear.com with your order number (NVA-xxxxx) and what you'd like to send back.
- We reply with an RA number and the return address, usually within the hour during business hours.
- Pack it up in the original box, write the RA number on the outside, and book your freight (or use our discounted label — see below).
- We inspect & refund within 2 business days of it landing back at the workshop.
Return freight & refunds
Original outbound shipping is refunded only when the return is our fault. On change-of-mind returns we refund the product price; the original freight you paid to receive it isn't refunded.
Exchanges & wrong-fit
If you ordered the wrong variant — say a 200 Series bracket when you've got a 300 — the fastest path is usually a straight swap. Email us before you send anything back; we'll often ship the right part first and sort the return in parallel so you're not waiting twice.
Not sure it'll fit before you buy? Send a photo of your rear bar to hello@novaagear.com and we'll confirm. A 30-second check beats a return every time.
What we can't take back
A short, honest list. Everything else is fair game.
- Items that have been fitted, drilled, cut, painted, or otherwise modified.
- Custom or made-to-order builds quoted specifically for your rig.
- Tanks that have held fuel or water (hygiene and safety — no exceptions).
- Gift cards, and clearance items marked "final sale" at checkout.
None of this overrides your rights under Australian Consumer Law — see the next section for faults and damage, which are always covered regardless of the list above.
Faulty or damaged on arrival
Turned up bent, cracked, or missing parts? That's on us, full stop. Tell us within 7 days with a couple of photos and we'll sort a replacement plus prepaid return freight — no cost to you.
For faults that show up later, you're covered by our warranty terms and your rights under the ACL. Our goods come with guarantees that can't be excluded under Australian Consumer Law.
Email returns@novaagear.com or use the contact page. A human reads every message — usually back within the hour during business hours.