Refund policy

Senovo wants commercial customers to receive the correct products in suitable condition. This policy explains how to request a return, replacement, credit or refund for products purchased directly from Senovo.

Australian Consumer Law

Nothing in this policy limits rights that cannot lawfully be excluded. Where the Australian Consumer Law applies, goods come with consumer guarantees. Depending on the circumstances, a customer may be entitled to a repair, replacement, refund or compensation when goods fail to meet those guarantees. A business customer may also have consumer-guarantee rights where the law applies to that purchase.

Incorrect, damaged or faulty products

Please contact us as soon as reasonably possible if an order is incorrect, damaged, incomplete or believed to be faulty. Provide your order number, contact details, delivery address, product details, a clear description of the issue and photographs where relevant. We will assess the request and, where appropriate, arrange a replacement, credit, return or refund.

Do not dispose of affected products or packaging before we have had a reasonable opportunity to assess the issue, unless retaining them would be unsafe or unreasonable.

Change-of-mind requests

Senovo may consider a change-of-mind return for products purchased directly from us when the request is made promptly, the products are unused, unopened, in saleable condition and the return is approved in writing before products are sent back. Because paper consumables may be hygiene-sensitive, we cannot accept products that have been opened, used, damaged after delivery or cannot be safely resold, except where required by law.

Approved change-of-mind returns may be subject to reasonable return-delivery costs or other terms disclosed before approval. We will not charge a restocking fee unless it has been expressly agreed in writing and is permitted by law.

How to make a request

Email admin@senovo.com.au with the subject line “Return request” and include your order number, business name, contact name, reason for the request and any supporting photographs. We will provide instructions if a return is approved. Do not send products back without approval and a return address from Senovo.

Approved refunds are made to the original payment method or, for approved trade-account orders, by the method agreed with the account holder. Processing times can depend on the payment provider and financial institution.

Purchases from other sellers

This policy applies only to products bought directly from Senovo. If you purchased Senovo products through a retailer, distributor, marketplace or other third party, contact that seller first. Your statutory rights remain unaffected.

Contact

For assistance with a return, refund, replacement or product issue, contact admin@senovo.com.au.