Refund policy
RETURN AND REFUND POLICY
Return & Refund Policy
Straightforward. If it doesn't fit your rig the way you wanted, you have 30 days to
send it back.
Issued by LDG Global Pty Ltd, trading as Novaa Gear
ABN 99 644 152 769
ACN 644 152 769
Registered office 4/16 Ledgar Road, Balcatta WA 6021, Australia
Website novaagear.com
Contact support@novaagear.com ·
Effective from 29 May 2026
This policy explains how cancellations, returns and refunds work at Novaa Gear. It is provided in addition to the rights you
have under the Australian Consumer Law, which cannot be excluded.
novaagear.com · support@novaagear.com LDG Global Pty Ltd · ABN 99 644 152 769NOVAA GEAR Return & Refund Policy
At a glance
We want you to be happy with your Novaa Gear setup. The policy below sets out three different
situations and how each one is handled.
Changed your mind, want to cancel Within 24 hours of order — full refund
Bought it, doesn't fit / not what you wanted 30-day test return — conditions apply, customer pays
freight
Product is faulty or arrived damaged We sort it under warranty and the Australian Consumer
Law
1. Cancelling an order
You may cancel your order for a full refund within 24 hours of placing it, provided the order has not
yet been dispatched. To cancel, email support@novaagear.com with your order number and a
request to cancel.
If your order has already been dispatched within that 24-hour window, the cancellation will be treated
as a return under the 30-day test return policy below — including the customer-paid return freight.
Refunds for cancelled orders are processed back to the original payment method within 5–10
business days, depending on your bank or card issuer.
2. 30-day test return
Novaa Gear products are designed to suit a wide range of vehicles, but every rig is different. If your
Novaa setup isn't exactly what you expected once you have it in hand, you may return it within 30
days of delivery, subject to the conditions below.
Conditions of the 30-day test return
• Fitment check only. The product may be installed onto the back of the vehicle to check fitment. It
must not have been used on the tracks, loaded for travel, or otherwise used beyond a fitment
check.
• Returned as sent. The product must be returned in its original packaging, in the same condition it
was sent to you. All hardware, accessories, fittings and documentation must be included.
• Within 30 days of delivery. The return must be lodged with us, and the product in transit back to
us, within 30 days of the original delivery date.
• Return freight is at your cost. You are responsible for arranging and paying for return shipping.
We strongly recommend using a tracked, insured freight service.
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IMPORTANT — Why we draw the line at fitment-only
Once a product has been used on the tracks, it has been used. It is no longer in resaleable condition,
even if it looks clean. The 30-day test return is there for fitment confidence — not for free use of the
product before sending it back. Products returned outside these conditions will be assessed and may be
refused, or refunded at a reduced amount reflecting the condition received.
How to return — the process
1 Email support@novaagear.com with your order number, the reason for the return, and photos
showing the product in its current condition and packed back into its original packaging.
2 We will confirm the return is eligible and provide a return shipping address.
3 You arrange and pay for return freight using a tracked, insured service. The product travels at your
risk until we receive it.
4 We inspect the returned product on arrival. If it meets the conditions above, we process a refund to
your original payment method within 10 business days of receipt.
Refund amount
Where a 30-day test return is accepted in full, the refund covers the price you paid for the product.
Original outbound shipping charges, where these were paid by you, are not refunded. Return freight
is your cost and is not reimbursed.
Where the returned product is received in less than resaleable condition — used on the tracks,
damaged, missing components, or not in its original packaging — we may either refuse the return and
return the product to you (at your cost), or accept it at a reduced refund amount that reflects the
diminished value. We will discuss this with you before any partial refund is processed.
3. Faulty products
If your Novaa Gear product is faulty — manufacturing defect, weld failure under normal use within the
system's ratings, components that don't perform as specified — this is handled separately to the
30-day test return, under the warranty terms set out in the Care & Warranty Card shipped with your
product, and under the Australian Consumer Law.
To raise a warranty or fault claim, email support@novaagear.com with your order number, a
description of the issue, and clear photos. We will assess the claim and respond with next steps.
4. Damaged in transit
Inspect your delivery on arrival. If the packaging is visibly damaged, photograph it before unpacking.
If the product itself has been damaged in transit:
1 Email support@novaagear.com within 48 hours of delivery with your order number, photos of
the packaging and the damage, and a brief description.
2 We will coordinate the carrier claim and arrange either a replacement, replacement parts, or a
refund, depending on the extent of the damage and your preference.
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3 Damage in transit reported outside the 48-hour window can still be assessed, but carrier claims
become much harder to resolve.
5. Your rights under 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.
The cancellation, 30-day test return and warranty terms set out in this policy and in the Care &
Warranty Card are provided in addition to, and do not limit or replace, your rights under the
Australian Consumer Law.
6. How to reach us
Email: support@novaagear.com
Phone: +61 457 590 519
Post: LDG Global Pty Ltd, 4/16 Ledgar Road, Balcatta WA 6021, Australia
LDG Global Pty Ltd trading as Novaa Gear · ABN 99 644 152 769 · ACN 644 152 769 · Effective 29 May 2026
novaagear.com · support@novaagear.com Page 4