OVAN Screens · 澳安商贸 - One-year commercial warranty

1. Warranty provider and contact

• Display name: OVAN Screens · 澳安商贸.
• Operating entity: 安义县澳安商贸商行（个体工商户）.
• After-sales email: ovanscreens@gmail.com.
• Privacy requests: 771464875xzt@gmail.com.

No limitation in these terms excludes, restricts or modifies rights and remedies that cannot be excluded under the Australian Consumer Law (ACL).

• Business telephone: +86 17757186704.
• Contact language: Chinese. Email enquiries may be submitted in English.
• Business contact address: No. 34, Pengtang Village Group, Bakou Village, Changjun Township, Anyi County, Nanchang, Jiangxi, China; postcode 330500.
• Return arrangements: contact after-sales support first for case-specific return instructions; this contact address is not automatically a return destination. This does not limit statutory remedies or reasonable cost reimbursement.

2. Coverage, duration and remedies

The one-year commercial warranty covers material or manufacturing defects arising during normal residential use. It lasts for 12 months from the date the customer actually receives the goods; delivery evidence will be checked if this is disputed. Expiry of the one-year period does not mean ACL rights automatically end.

Minor problems that can be repaired within a reasonable time: OVAN may first arrange free replacement parts, repair or suitable local repairs. Where reasonable repair is possible, an immediate full refund or remake of the entire door is not required. If the customer voluntarily accepts keeping the product with a reasonable partial refund/compensation, the resolution of that specific problem may be confirmed in writing. OVAN cannot force a customer to accept only a compensation payment, or use “it can still be used” as a reason to ignore obvious appearance or surface-quality defects.

Quality problems within one year that seriously affect use: where assessment finds that the problem cannot easily be repaired within a reasonable time, OVAN provides a free remake or replacement. If the original model cannot reasonably be supplied, a replacement of the same type and similar value will be discussed with the customer.

Problems meeting the ACL major failure criteria: where rejection is permitted by law, the customer may choose a refund or replacement of the same type, or voluntarily keep the goods and obtain compensation for the reduction in value. Safety problems, substantial differences from the description/sample, inability to perform normal or disclosed purposes that cannot easily be remedied within a reasonable time, serious problems or accumulated problems, and similar matters must be assessed against their respective legal requirements. OVAN cannot unilaterally impose “replacement only”.

OVAN production errors or transport damage: problems that can reasonably be repaired will first be repaired free of charge; where a remake is necessary, it will be free of charge, with the costs set out in order terms clause 5 (warranty section 4) covered. Where the major failure criteria are met, the customer's statutory choices are preserved.

If OVAN cannot resolve a minor problem, or fails to do so within a reasonable time, the customer may still seek other remedies under law. Repeated problems with the same product will be assessed cumulatively. Statutory rights relating to quality problems and replacement goods are not limited by order terms clause 6's “one-time customer measuring-error goodwill arrangement”.

3. How to make a claim

Please use the after-sales contact details in clause 1 to provide the order/proof of purchase, a description of the problem, when it was discovered, and reasonably available photos or videos. After receiving a report, OVAN will check the necessary information, assess the issue within a reasonable time and explain the handling arrangements. Progress will be communicated where further checks are needed; there is no uniform number of days for an initial response or fixed update interval. The independent measuring-error review time stated in order terms clause 6 is unaffected by this clause.

OVAN may reasonably assess the issue, but does not require dangerous dismantling or personal information unrelated to the assessment. If there is a substantive dispute over the cause, the parties may discuss an independent local assessment and cost arrangements. If the cause cannot be determined, further investigation should take place; customer responsibility is not presumed.

The same issue will use one case reference, recording confirmed facts, unresolved matters, charges and the outcome. Customers may provide new evidence and request a review, or lawfully seek help from an appropriate consumer body, court or other authority with jurisdiction. Partial compensation agreements deal only with expressly identified issues and do not require the waiver of unknown defects, reasonable subsequent claims or rights that cannot be excluded.

4. Reasonable costs, return arrangements and reimbursement

Within the scope of this commercial warranty or where OVAN is legally required to provide a remedy, OVAN bears the reasonable standard transport, necessary customs clearance and actual import taxes payable for an appropriate remedy where the problem is confirmed to arise from a product defect, OVAN's guidance/review/production error or transport arranged by OVAN. OVAN does not make “the customer must first bear all these costs” a general condition of statutory remedies.

OVAN will prioritise arranging or paying these costs directly. Where the customer genuinely needs to pay them upfront, reimbursement may be requested with reasonable supporting evidence. Avoidable expedited services, upgrades, extra quantities or replacement of unrelated facilities require separate agreement. Statutory reasonably foreseeable losses and urgent loss-mitigation costs are not automatically excluded merely because prior approval was not obtained.

Local assessment, necessary removal and reinstallation, and disposal costs are dealt with according to the cause of the problem, necessity, reasonableness and applicable law. Payment of every cost claimed is not guaranteed. If an inspection may incur a charge, this must be disclosed before the inspection: the customer may bear the corresponding reasonable costs only if it is confirmed that there is no product defect or that the problem was caused by the customer. An estimate must be provided and the customer's confirmation obtained; a charge cannot first be raised after the inspection is completed.

Refunds are calculated under applicable law and returned to the original payment method unless both parties agree otherwise; a voucher cannot be imposed instead. For orders of multiple items, the affected goods are generally dealt with, but if the purpose of the whole set is affected, the facts and law will be considered. The scope of a refund will not be mechanically expanded or narrowed.

Contact after-sales support before arranging a return so suitable instructions can be provided. The published contact address is not automatically a return destination. This request does not remove urgent loss-mitigation rights or statutory reimbursement.

5. Australian Consumer Law - mandatory goods statement

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.

These warranty benefits are additional to other rights and remedies available under law. The separate customer measuring-error goodwill scheme does not limit this warranty or statutory remedies.