Refund policy

Renovo Australia - Returns, Refunds & 30-Day At-Home Trial Policy

RENOVO AUSTRALIA PTY LTD
ABN 15 693 065 468

Effective Date: 02/09/2026

At Renovo Australia, we stand behind the quality of our products and want you to feel confident choosing the right red light therapy panel for you.

That’s why eligible Renovo panels come with a 30-Day At-Home Trial, giving you the opportunity to open, set up and reasonably try your panel at home.

This policy also explains your rights and remedies under Australian Consumer Law.

1. Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You may be entitled to a remedy if a product fails to meet a consumer guarantee, including where a product:

  • is unsafe;
  • is significantly different from its description;
  • does not do what we said it would do or what you reasonably expected it to do; or
  • has a defect or other failure covered by the ACL.

For a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

For a minor failure, RENOVO Australia may choose to repair, replace or refund the product as permitted under the ACL.

Nothing in this policy limits or excludes any rights or remedies available to you under Australian Consumer Law.

2. 30-Day At-Home Trial

Eligible Renovo red light therapy panels purchased directly from Renovo Australia may be opened, assembled and reasonably used at home for up to 30 days from the confirmed delivery date.

If you decide during this period that your panel isn’t right for you, you may request to return it for a refund, subject to the conditions below.

To qualify for the 30-Day At-Home Trial:

  • Your return request must be made within 30 days of the confirmed delivery date.
  • The panel must only have been used reasonably for the purpose of evaluating the product at home.
  • The panel must be returned in good condition, without damage, excessive wear, misuse or modification.
  • All original accessories, stands, cables, controllers, protective equipment, manuals and other components supplied with the product must be returned.
  • The original product packaging must be retained and used to safely return the product.
  • Proof of purchase must be provided.
  • The return must be approved by RENOVO Australia before the product is sent back. Unauthorised returns may not be accepted.

The 30-Day At-Home Trial is intended to allow customers to genuinely evaluate their Renovo panel. Renovo Australia reserves the right to refuse a trial return where there is evidence of misuse, abuse, deliberate damage, excessive wear, missing components or use beyond what would reasonably be expected when evaluating the product.

3. Return Shipping & Refunds Under the 30-Day Trial

Customers are responsible for arranging and paying for return shipping under the 30-Day At-Home Trial.

We strongly recommend using a tracked and insured shipping service, as the customer is responsible for the product while it is being returned to RENOVO Australia.

Once your return has been received, it will be inspected to ensure it meets the conditions of the 30-Day At-Home Trial.

Approved refunds will be:

  • issued to the original payment method; and
  • processed within 5–10 business days following inspection and approval of the returned product.

Original delivery or shipping charges, if any, are not refundable for returns made under the 30-Day At-Home Trial.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.

4. How to Request a Trial Return or Refund

To request a return, please email:

support@renovoaustralia.com.au

Please include:

  • your order number;
  • the product being returned;
  • your reason for the return; and
  • any relevant photos or information requested by our team.

We aim to respond within 2 business days.

Please do not send your product back until you have received return instructions and written approval from RENOVO Australia.

5. Faulty, Damaged or Incorrect Goods

If your product arrives faulty or damaged, is incorrectly supplied, or develops a fault that may be covered by Australian Consumer Law, please contact us at:

support@renovoaustralia.com.au

We may request photos, videos or other reasonable information to help assess the issue.

Where a product fails to meet a consumer guarantee under Australian Consumer Law, you are entitled to the applicable remedy under the ACL.

Renovo Australia will cover reasonable return shipping costs where required under Australian Consumer Law for faulty, damaged or incorrectly supplied products.

Returns relating to faults or other consumer guarantees are handled separately from the 30-Day At-Home Trial.

6. Warranty

RENOVO products include a manufacturer's warranty. The applicable warranty period is stated on the warranty card supplied with your product and/or on the relevant product page.

Warranty rights are provided in addition to, and do not replace, your rights under Australian Consumer Law.

Please refer to the warranty information supplied with your Renovo product for full warranty terms.

7. Exclusions From the 30-Day At-Home Trial

Unless required otherwise by Australian Consumer Law, the 30-Day At-Home Trial does not cover:

  • products damaged through misuse, neglect or improper handling;
  • products that have been modified or altered;
  • products showing excessive wear beyond reasonable trial use;
  • products returned with missing accessories or components;
  • products returned without the original packaging where this prevents the product from being safely returned;
  • products marked as final sale or otherwise specifically excluded from the trial before purchase; or
  • purchases made from third-party retailers or sellers.

Renovo Australia reserves the right to refuse a return that does not meet the conditions of the 30-Day At-Home Trial.

These exclusions do not limit any rights you may have under Australian Consumer Law.

8. Refund Processing

Once an approved return has been received and inspected, refunds will be processed to the original payment method.

Please allow 5–10 business days for Renovo Australia to process an approved refund. Your bank or payment provider may require additional time for the funds to appear in your account.

You will be notified by email once your refund has been processed.

9. Shipping Costs

30-Day At-Home Trial: Customer is responsible for return shipping costs.

Faulty, damaged or incorrectly supplied products: Renovo Australia will cover reasonable return shipping costs where required under Australian Consumer Law.

Original delivery charges are not refundable for a 30-Day At-Home Trial return.

10. Dispute Resolution

We are committed to resolving customer concerns fairly and promptly.

If you have a complaint, please contact us first at support@renovoaustralia.com.au so we have the opportunity to resolve the issue with you.

If we are unable to resolve your complaint, you may contact the relevant state or territory consumer protection agency or the Australian Competition and Consumer Commission (ACCC).

Nothing in this policy limits or excludes rights or remedies available under Australian Consumer Law.

11. Governing Law

This policy is governed by the laws of Victoria, Australia.

Nothing in this policy limits or excludes any rights you have under Australian Consumer Law that cannot lawfully be excluded.

12. Privacy

When you submit a return, trial or refund request, we may collect personal information including your name, contact details, order information and any supporting photos or videos you provide.

We use this information for the purpose of assessing and processing your request and handle personal information in accordance with our Privacy Policy and applicable Australian privacy laws.

Contact Us

RENOVO AUSTRALIA PTY LTD
Melbourne, Victoria, Australia
Email: support@renovoaustralia.com.au