Refund Policy
We offer a 7-day change-of-mind return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a change-of-mind return, your item must be:
- unused
- in the same condition that you received it
- in its original packaging
- accompanied by proof of purchase
For hygiene and product-condition reasons, items that have been opened, inflated or used may not be eligible for a change-of-mind return.
This does not affect any rights you may have if the product is faulty, damaged, unsafe or does not meet applicable consumer guarantees.
Factory Defects
If you believe your item has a manufacturing defect, please contact us and provide:
- a clear photo of the issue
- a clear video showing the fault
- your order number
This helps our team assess the issue accurately.
Punctures, tears or other damage caused through misuse, improper handling or damage occurring after delivery are generally not considered manufacturing defects.
If the issue is confirmed to be a manufacturing fault, we will provide an appropriate remedy in accordance with applicable consumer law.
Under Australian Consumer Law, faulty products may entitle customers to a repair, replacement or refund depending on the nature of the problem, and store policies cannot remove those rights.
How to Start a Return
To request a return, contact us at:
Please include your:
- order number
- full name
- reason for the return
- photos or videos where relevant
If your return is approved, we will provide instructions on where and how to send your item.
Please do not send products back without contacting us first.
Return Shipping Costs
For approved change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise.
For faulty products, Australian Consumer Law may require reasonable return costs to be reimbursed after the fault is confirmed.
We recommend keeping your postage receipt until your return has been completed.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your product is:
- damaged on arrival
- defective
- missing components
- or different from what you ordered
please contact us as soon as possible at support@getravora.com so we can assess the issue and provide an appropriate solution.
Non-Returnable Items
For change-of-mind returns, we generally cannot accept:
- products that have been used or inflated
- personalised or custom-made items
- items damaged through misuse or improper handling
- products that are not returned in their original condition
- gift cards
However, these exclusions do not remove any rights you may have where an item is faulty or fails to meet applicable consumer guarantees. In Australia, businesses cannot use policies such as “no refunds on sale items” to deny remedies for faulty products.
Sale Items
Sale or promotional items may not be eligible for a change-of-mind return unless otherwise stated.
If a sale item is faulty, damaged or does not meet consumer guarantees, your statutory rights still apply.
Exchanges
If you would like a different item, please contact us first.
Where a change-of-mind return is approved, the easiest option may be to return the original item and place a new order once your return has been processed.
Faulty-product exchanges will be handled in accordance with applicable consumer law.
European Union — 14-Day Cooling-Off Period
If your order is delivered to a country where the European Union's distance-selling rules apply, you may have the right to cancel an eligible online purchase within 14 days of receiving the goods, without providing a reason, subject to applicable exceptions.
Where the cooling-off right applies, products should generally be returned in an appropriate condition. Customers are normally responsible for the return postage if they were informed of this before purchasing.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to appear after it has been processed. Your bank or payment provider may require additional processing time.
If more than 15 business days have passed since we confirmed your refund, please contact:
Australian Consumer Law
Our return policy operates in addition to your rights under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee or remedy that cannot legally be excluded.
Australian consumer guarantees can continue for a reasonable period depending on the product, so the 7-day period above should be understood as your voluntary change-of-mind policy, not a 7-day limit on faulty-product rights.