Returns and Refunds Policy

Magnova

Last updated: 27 August 2026

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This Returns and Refunds Policy forms part of our Terms of Service. Words defined in the Terms of Service have the same meaning here.

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law. Where anything in this policy is inconsistent with those rights, the Australian Consumer Law applies.

1. Your rights under the Australian Consumer Law

If you are a consumer under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. Among other things, goods must be of acceptable quality, match their description, be fit for any purpose we have told you about, and come with clear title.

These guarantees apply in addition to any warranty we or a manufacturer give you, and they apply regardless of any timeframe stated elsewhere in this policy.

Major failures. A failure is major if the goods are unsafe, are significantly different from their description, are substantially unfit for their ordinary purpose and cannot easily be made fit within a reasonable time, do not do what we told you they would do, or have a problem that would have stopped you buying them had you known about it.

Where there is a major failure, you choose the remedy: a refund, or a replacement. You may instead keep the goods and ask us for compensation for the reduction in their value.

Minor failures. Where a failure is not major and can be fixed within a reasonable time, we may choose to repair the goods, replace them, or refund you. If we do not fix the problem within a reasonable time, you may have it fixed elsewhere and recover reasonable costs from us, or reject the goods and choose a refund or replacement.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure.

Proof of purchase. To make a claim under this section you need to show you bought the goods from us. An order confirmation email, tax invoice, or bank statement entry is enough. We do not require original packaging for a consumer guarantee claim.

International customers. The rights described in this clause arise under Australian law. If you purchased from outside Australia, you may have separate rights under the consumer law of your own country, and we will honour those rights where they apply.

2. Change of mind returns

We are not required by law to accept a return simply because you changed your mind, but we do.

You may return an eligible item within 30 days of delivery for a refund, provided that:

• the item is unused, uninstalled, and in resaleable condition;
• all included accessories, fasteners, cables and documentation are returned with it;
• the item is returned in its original packaging, with that packaging undamaged; and
• you have obtained a return authorisation from us first (see clause 7).

Please note that our PC cases show installation marks quickly. A case that has had components fitted to it is no longer in resaleable condition and cannot be returned under this clause. That does not affect your rights under clause 1 if there is a fault.

Who pays. You pay the cost of returning the item to us. Where we shipped your order to you at no charge, we will deduct the actual outbound shipping cost we incurred from your refund. We will tell you that amount before you send anything back.

We do not charge a restocking fee.

3. What we cannot accept as a change of mind return

• Items that have been installed, modified, disassembled, or used beyond what is reasonable to inspect them.
• Items returned incomplete, or with missing or damaged original packaging.
• Items damaged after delivery, including damage from static discharge, incorrect wiring, over-torqued fasteners, or contact with liquids.
• Made-to-order, custom, or specially configured items, where the product page says so.
• Items returned to us without a return authorisation.

If an item arrives back to us in a condition that does not meet clause 2, we will contact you. You can either have it returned to you at your cost, or accept a partial refund reflecting the reduction in value. Again, this clause does not limit clause 1.

4. Faulty, damaged, or incorrect items

If an item is faulty, does not match its description, or is not what you ordered, contact us at magnova@outlook.com.au with your order number, a description of the problem, and photographs or a short video where the issue can be seen.

We pay all shipping costs for returns under this clause, in both directions. We will send you a prepaid label or reimburse your reasonable postage cost. Do not pay for return freight without contacting us first.

Assessment. We will assess the item within 5 business days of receiving it and tell you the outcome. Where a fault is confirmed, we will provide the remedy required under clause 1. Where you are entitled to choose the remedy, we will ask you before proceeding.

Where no fault is found. If assessment shows the item works as intended and the issue was caused by installation, incompatibility, or damage after delivery, we will explain what we found and return the item to you. We will cover return postage the first time this happens on an order.

Damage in transit is handled under clause 9 of our Shipping Policy. Contact us within 7 days of delivery with photographs of both the packaging and the item, and keep the packaging until the claim is resolved.

5. Warranty

In addition to your rights under clause 1, we warrant our products against defects in materials and workmanship for 24 months from the date of delivery.

Covered: manufacturing defects, structural or finish defects present on arrival, and component failures under normal use — including the electronics in the Magnova AirLink and Hall Effect Sensor.

Not covered: normal wear, cosmetic marks arising from installation or use, damage from misuse, accident, or unauthorised modification, damage from incorrect wiring or power supply, corrosion from exposure to moisture, and damage caused by third-party parts fitted to or used with the product.

This warranty is given by Magnova Pty Ltd, ACN 693 400 154, at the contact details in clause 12. The benefits it gives you are in addition to other rights and remedies you have under the law in relation to the goods.

6. Pre-orders, cancellations, and order changes

Pre-orders. You may cancel a pre-order for a full refund at any time before dispatch, without giving a reason. If your order has not been dispatched within 60 days of the latest estimated shipping date we have notified to you, we will contact you to confirm whether you would like to keep waiting or receive a full refund. See clause 3 of our Shipping Policy and clause 6 of our Terms of Service.

In-stock orders. Contact us as soon as possible if you need to change or cancel an order. If it has not entered dispatch processing, we will cancel it and refund you in full. Once an order has been dispatched we cannot recall it, but clause 2 may still apply.

7. How to start a return

1. Email magnova@outlook.com.au with your order number, the item, and the reason for the return. We aim to respond within 2 business days.
2. We will confirm whether the return is accepted and issue you a return authorisation number and the return address.
3. Pack the item securely, ideally in the carton it arrived in, and write the authorisation number on the outside.
4. Send it using a tracked service and send us the tracking number.

Please do not send anything back before you have a return authorisation. Unauthorised returns may be refused or delayed, and we cannot take responsibility for items sent to an address other than the one we give you.

Until a returned item reaches us, it remains at your risk. For change of mind returns, we recommend insuring the parcel for its value. For faulty item returns, we will arrange the freight and carry the risk ourselves.

8. Refunds

Once we receive and inspect your return, we will process your refund within 5 business days and email you to confirm.

Refunds are issued to your original payment method. Depending on your bank or card issuer, funds usually appear within a further 5 to 10 business days. We cannot refund to a different card or account.

What is refunded:

Reason for return	Price of goods	Outbound shipping	Return shipping
Faulty, not as described, or wrong item	Refunded in full	Refunded	Paid by us
Order cancelled before dispatch	Refunded in full	Refunded	N/A
Pre-order cancelled before dispatch	Refunded in full	Refunded	N/A

International orders. Where duties and taxes were included at checkout, these are refunded with the goods. Where you paid duties or taxes directly to your customs authority, we cannot refund them, but most countries allow you to claim them back on export — contact your local customs authority, and we will provide any documentation you need.

9. Exchanges

We are happy to exchange an item where stock is available. The fastest way is usually to return the original item for a refund under clause 2 or 4 and place a new order, so that you are not waiting on stock movement. Tell us what you would prefer and we will work it out with you.

10. Digital products

The PocketPT iPhone app is sold and distributed by Apple through the App Store. Refunds for App Store purchases are handled by Apple under its own terms, and we cannot process them. You can request a refund at reportaproblem.apple.com. We are glad to help with any technical issue with the app itself — contact us at the address below.

11. If you are unhappy with our decision

Please contact us first and give us the chance to put it right. If we cannot resolve it together, you can seek assistance from the Australian Competition and Consumer Commission at accc.gov.au, or from the consumer protection agency in your state or territory — in New South Wales this is NSW Fair Trading.

Nothing in this clause requires you to contact us before exercising any legal right.

12. Changes to this policy

We may update this policy from time to time. The version published at the time you place an order is the version that applies to that order.

13. Contact

Magnova Pty Ltd ACN 693 400 154 · ABN 70 693 400 154

Email: magnova@outlook.com.au

We aim to respond to enquiries within 2 business days.