Our marbles are made from 100% natural stone, which leaves it vulnerable to the risk factors of courier and transportation faults. During this process, the delicate marble can have the risk of cracking. In this case, we will offer the solution to repair or replace the damaged marble.
Regarding Defective Goods, all returns will be managed in accordance with the provisions outlined below. No refunds or exchanges will be offered to customers for instances of change of mind or errors in ordering Goods. We reserve the right to refuse a return in cases where we deem damage to a product due to fair wear and tear, misuse, failure to use following manufacturer’s instructions or failure to take reasonable care.
Please understand that all images used are for illustration purposes only, and the actual marble furniture may vary slightly in appearance due to natural veining in the natural stone.
In line with Australian Consumer Law:
(a) The Australian Consumer Law accords Consumers with certain Non-Excludable Rights. Hence, the stipulations below must be read while respecting these Non-Excludable Rights. It shall not apply to the extent that it contradicts, restricts, or modifies these Non-Excludable Rights, or is otherwise inconsistent with the law.
(b) The following mandatory text applies to Consumers:
"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."
Defective Goods
(a) Customers are required to promptly inspect the Goods for any defects upon collection or delivery (as applicable). Should a defect be detected, immediate discontinuation of the Goods' usage is necessary.
(b) Bova Gallery assumes no liability for Defective Goods unless the Customer provides Bova Gallery with comprehensive details and a description of the defect one day after collection or delivery (as applicable). Failure to submit a Defect Notice within this timeframe will constitute the Customer's acceptance of the Goods.
Process for Submitting a Defect Claim
(a) All Defect Notices are to be directed to the Bova Gallery Concierge Care Team via email at info@bovagallery.com.au
(b) Upon receipt of a Defect Notice, Bova Gallery will liaise with the Customer to collaboratively ascertain whether the Goods indeed qualify as Defective Goods. If so, Bova Gallery will outline the remedy plan. Bova Gallery may, at its discretion, request additional information or assistance from the Customer to facilitate this determination, including arranging virtual and/or physical inspections of the Goods. The Customer is obliged to promptly comply with all such requests.
(c) If the return of Goods is necessitated for the purposes of evaluating a Defect Notice or providing a remedy pursuant to the policy, Bova Gallery will cover the reasonable delivery costs associated with the return. However, if Bova Gallery subsequently concludes after inspecting the Goods (reasonably) that they are not Defective Goods, the Customer shall bear the return cost (including any re-delivery charges).
(d) A Defective Goods claim may become void if the Goods are located outside of Bova Gallery's designated Serviceable Area.
Remedy for Defective Goods
Upon determining, acting reasonably, that the Goods are Defective Goods, Bova Gallery will exercise sole discretion to offer the Customer one of the following remedies:*
(a) Repair the Goods;
(b) Replace the Goods with items of equivalent function and quality. Upon replacement, the replaced Goods or components thereof become the property of the Customer, and the replacement item becomes the property of Bova Gallery.
Damaged items
We ensure that all of our products are in good condition and packaged securely prior to shipment. However, in the unlikely event that your item is faulty or has been damaged in transit, we will organise a replacement at no charge.
It is the purchaser’s responsibility to inspect the goods once they arrive and report any damages within 24 hours of receipt of goods. Please contact us immediately via email (info@bovagallery.com) and include photos of the damage/s of the item. In the event that we require for the item to be returned, please note that the item needs to be carefully wrapped in the original packaging and in the same condition as it was received.
Faulty claims outside of the 24 hour reporting period will be treated as a warranty claim and the customer will bear the delivery costs incurred in the claim process.
Change of Mind Policy
Most of our items are custom made or made to order pieces and we urge our customers to be 100% sure with the items that they are buying since we do not allow any returns or refunds at this stage.
