Jump to main content
Ovaro
Website search input. Enter your search query to populate suggestions. Use tab to enter suggestions. Use tab and arrow keys to navigate the suggestions. Press enter to select a suggestion.

Returns and refunds.

Ovaro Home is operated by Viva Energy Retail SMGB Pty Ltd (ABN 44 670 895 904). We are committed to providing high-quality furniture and home products, and if you are not satisfied with your purchase, we will assist with returns or exchanges in accordance with this policy and your rights under the Australian Consumer Law (ACL).

Our policy is in addition to your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under the ACL. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

We recommend that you retain your receipt or proof of purchase, as this is required for all returns or exchanges. If you do not have a receipt, we may be able to assist through alternative methods, which may require proof of identification when processing the return.

Products purchased online must be returned by post to a fulfilment centre nominated by our support team. The return address will be provided when your return is approved.

For all returns and refunds enquiries, contact our customer care team at support@ovarohome.com.au or 1300 916 750, Monday to Friday, 8:00 AM to 4:00 PM (ACDT).

Inspecting your order.

Please inspect your order within 7 days of delivery.

If you discover that an item is damaged, defective, or incorrect, contact us as soon as possible at support@ovarohome.com.au and include:

  • Your order number.
  • A description of the issue.
  • Photographs or videos showing the problem.

Our team will review your request and work quickly to resolve the issue.

For damaged or defective items, solutions may include a replacement, partial refund, or full refund, depending on the circumstances. Any replacement items will be shipped with signature-required delivery.

Faulty or damaged products.

We will accept returns and provide a refund, repair, or replacement where a product:

  • Has a manufacturing fault, or was defective or damaged when supplied.
  • Is not fit for the purpose described in advertising or product information.
  • Does not match the description, images, or measurements shown on our website.

To qualify for a faulty product return, you must:

  • Provide proof of purchase (such as a tax invoice or receipt).
  • Contact us as soon as possible and within 14 days of delivery.
  • Provide photographic evidence of any damage or defect.
  • Return the product in its original packaging where possible.
  • Follow the return instructions provided by our team.

Return shipping for faulty or damaged items is covered by Ovaro Home. We will provide a prepaid return label or arrange collection at no cost to you.

Please do not attempt to repair or modify the product yourself or through a third party, as this may affect your eligibility for a refund or replacement.

Ovaro Home reserves the right to request that the item be inspected or returned to a nominated fulfilment centre to determine the cause of the issue.

If the item is found not to have a fault, we may charge reasonable costs associated with returning the product.

Refunds may also be reduced or declined if the value of the product has decreased due to:

  • Damage caused by the customer or a third party.
  • Misuse, mishandling, or modification.
  • Failure to follow care or assembly instructions.
  • The product not being faulty or incorrectly described as claimed.

If parts are missing from your order, please contact our support team with your order number and photographs identifying the missing components. Where possible, we will send replacement parts.

All claims will be reviewed on a case-by-case basis.

Change of mind.

At Ovaro Home, you have 30 days from the date of delivery to return your products for a full refund or exchange, provided they are unused, in saleable condition, and accompanied by original proof of purchase. Refunds will be processed using the original payment method listed on your tax invoice.

Return shipping for change of mind returns is the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

If you change your mind before your order has begun processing at our warehouse, you may cancel your order for a full refund. Please contact our team at support@ovarohome.com.au to request a cancellation. The request must be received before the order has been submitted for shipment.

If the order has already been processed by the warehouse or is in transit, cancellation is not guaranteed. We can contact our delivery partner to request a redirect back to the warehouse. While they make every effort to accommodate the request, it is not guaranteed, and a $99 return fee will be deducted from the refund. If the item is already delivered or out for delivery, please refer to the returning online orders section below.

The following items cannot be returned for change of mind:

  • Compressed furniture (such as mattresses and sofas-in-a-box) once the original packaging has been opened.

Returning online orders.

To arrange a return:

  • Contact our support team at support@ovarohome.com.au with your order number and reason for return.
  • We will confirm whether the return is approved and provide the return address for the appropriate fulfilment centre.
  • Pack the item securely in its original packaging where possible and include proof of purchase.
  • Send the item to the return address provided, using a tracked courier service.
  • Let us know once the parcel has been sent so we can monitor its arrival.

Once we receive and inspect the returned item, we will process your refund or exchange.

Return packaging requirements.

Items being returned must be packaged securely to prevent damage during transit. Where possible, items should be returned in the original packaging.

Ovaro Home may reduce or refuse a refund if a returned item is damaged during return shipping due to insufficient packaging.

Refund processing and timeframes.

All refunds are issued to the original payment method used at checkout.

Once your returned item has been received at our fulfilment centre, we will inspect it and process the refund within 2 business days.

After the refund has been processed, please allow a further 5 to 10 business days for the funds to appear in your account. The exact timing depends on your bank or card provider.

If 10 business days have passed since your refund was processed and you have not received it, please contact us at support@ovarohome.com.au and we will follow up directly.

Replacement processing.

Where a replacement product is approved, it will be dispatched once the returned item has been received and inspected, or once the claim has been approved by our team.

Replacement products are subject to availability. If a replacement item is not available, we may offer an alternative product or provide a refund.

Assembly and product handling.

Customers are responsible for following all assembly and care instructions provided with the product. Damage caused by incorrect assembly, improper handling, or a failure to follow care instructions may not be covered under warranty or return eligibility.

Delivery and risk.

Ownership of the product passes to the customer once the order has been delivered to the nominated delivery address.

Where a delivery partner confirms that an order has been delivered (including deliveries left in a safe place), Ovaro Home will consider the order fulfilled.

If you believe your order is lost, stolen, or arrives damaged during delivery, please contact our customer care team as soon as possible.

To lodge a claim, you may be required to provide:

  • Your order number.
  • The email address used for the order.
  • Photographs or videos of the item and packaging.
  • Photos of the shipping label.
  • Any relevant tracking information.

In certain circumstances, additional information such as a police report or delivery confirmation may be requested.