OVAN Screens · 澳安商贸 — Order, after-sales, installation and care terms

1. Seller and warranty provider

• 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. Quotes, specification confirmation and cancellation after payment

Submitting an enquiry, opening photos or preliminary dimensions does not constitute a formal order. Following manual review, OVAN provides a formal quote with a version and validity period. Customers should check the final finished outer-frame dimensions, installation position and fixing method, folding direction, colour, quantity, price, delivery and tax arrangements.

Unless an on-site measurement is separately agreed in writing, manual review checks consistency, installation suitability information and manufacturability using the information supplied by the customer; it is not an on-site remeasurement. Customers should provide accurate site information. OVAN remains responsible as applicable for its own incorrect guidance, incorrect changes to measurements, and obvious inconsistencies that a reasonable review should have identified.

“Finished outer-frame dimensions” means the completed width and height measured from the outside edge of the frame to the outside edge, including confirmed installation allowances or deductions. The factory must not independently add to or deduct from the final confirmed values again. Earlier opening measurements, estimates or chat messages cannot replace the final confirmed specifications; OVAN's express commitments and responsibilities imposed by law are not removed by this.

Once the customer confirms a valid formal quote and successfully pays the full amount due, the order is formed and custom-order arrangements begin. OVAN does not offer cancellation, refunds or specification changes because of a change of mind, no longer needing the product, finding a lower price or preferring another configuration. This will be prominently brought to the customer's attention before payment.

If both parties separately agree to a change or cancellation, OVAN will first explain feasibility, costs already incurred that are reasonably unrecoverable, and the refund amount, and obtain the customer's written confirmation. The same loss will not be charged twice. Formation of the order does not mean the factory has actually started cutting materials; the actual start of production is recorded separately.

This restriction does not apply to statutory cancellation or remedy rights arising from OVAN's inability to perform, misleading conduct, breach of contract, product problems or similar grounds. If OVAN changes dimensions, configuration, price or important conditions after quote confirmation, it must obtain the customer's confirmation again.

3. Delivery, charges and checks on receipt

The formal quote will state the total price, currency, freight, included and excluded customs clearance/import charges, importer and receiving arrangements. Undisclosed charges must not be added arbitrarily after payment on the basis that the goods are cross-border products. The estimated delivery time and starting point are as stated in the formal quote. OVAN will update progress if a significant delay occurs and deal with it under applicable law.

After receipt, please check the outer packaging, tracks, door frame, mesh panels and accessories as soon as safely practicable. If there is obvious impact damage, bending, missing parts or failure to operate normally, stop installing or using the affected part first and contact OVAN. Packaging, labels, photos and short videos help investigations, but the absence of original packaging or an unboxing video, or not reporting within 24/48 hours, does not automatically remove statutory rights.

OVAN will deal directly with the customer over damage or loss caused during transport arranged by OVAN. OVAN will separately pursue recovery from the factory, carrier or insurer; successful recovery is not a precondition for the customer's remedy.

4. One-year commercial warranty and classification of problems

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 clause 5 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 clause 6's “one-time customer measuring-error goodwill arrangement”.

5. Quality remedies, transport and reasonable costs

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.

6. Independent customer measuring errors: one free remake

This additional goodwill arrangement applies only where the customer independently supplies and finally confirms incorrect dimensions, OVAN has correctly manufactured to those confirmed specifications, and OVAN's guidance or review did not cause or contribute to the error.

• One free remake may be requested per original order. The request must be made within 7 days after actual receipt; OVAN will provide a review decision within 3 days after the reasonably necessary information is complete. Customers are not required to provide all information within the 7 days. Orders with multiple doors are discussed manually according to the particular order; there is no uniform quantity cap and no promise of unlimited free remakes.
• The free portion is the product from the same series, in the same colour and at the same configuration level needed to correct the original order's measuring error. It does not include additional openings, increased quantities or elective upgrades. The corrected dimensions must be reviewed again to ensure they are within manufacturable and deliverable limits.
• The customer bears freight, customs broker/customs clearance service fees and import taxes such as duty and GST actually arising under law for this remake. Known amounts, tax estimates, the importer and how any difference will be settled will be set out in writing before dispatch. Estimates will not be presented as guarantees, and taxes will not be invented.
• Before the remake, the customer must reconfirm dimensions, configuration and charges. If the customer independently measures incorrectly a second time, OVAN may offer a paid option; defects in the remake itself remain subject to applicable law.
• This arrangement does not extend to a one-time free remake for impact, being stepped on, improper care, unauthorised alteration or other customer-caused issues, and cannot replace the handling of OVAN's own responsibilities.

7. No return of the original product to China, and local disposal

OVAN does not require customers to send the original product back to China for after-sales matters under these terms. Problems are assessed first through reasonable information, remote checks or necessary local assessment.

After the necessary assessment is completed and a refund, replacement-parts, remake or replacement arrangement is confirmed in writing, OVAN will explain whether the original product should be retained for use, kept for inspection, given to a local recycler or otherwise lawfully disposed of. Where destruction is required or safety hazards are involved, continued use, gifting or resale is not authorised.

Where OVAN waives collection in writing and permits the customer to recycle the product, lawfully received scrap-recycling proceeds belong to the customer and will not be deducted from an already approved product refund or free remake. No guarantee is made that recycling will produce proceeds or of their amount, and residual value is not treated as evidence that quality-remedy obligations have been fulfilled.

Before disposal, please retain reasonable evidence of the problem and obtain written arrangements. OVAN will not require dangerous dismantling, indefinite storage, or unreasonably delay a remedy on the basis that residual value must first be obtained or scrapping completed. If the customer cannot handle the product safely, they should contact OVAN to agree on local handling. Statutory collection, recall or other mandatory requirements still apply in accordance with law.

Eligibility for relief from import taxes depends on the actual facts and customs rules. Customers are not promised that “a free replacement is always tax-free”. If proof of destruction is required, OVAN will explain reasonable requirements in advance. A customer selling an entire door that remains usable does not mean customs destruction requirements have been satisfied.

8. Installation, use and everyday care

OVAN currently sells products and provides remote guidance only. Customers install the products themselves; OVAN does not undertake or arrange on-site installation. OVAN will provide readable, applicable installation/use/care information before payment, and supply the corresponding version with the goods. Customers should check the installation position, fixing conditions, door-handle clearance and folding clearance according to the instructions, and contact OVAN if obvious dimensional or structural problems are found before installation.

Operate the door smoothly, avoiding forceful pulling, impacts, crushing and hanging heavy objects on it. Promptly remove sand, dirt and other foreign material that accumulates in the tracks and folding areas. Mesh panels can be cleaned with brushes that do not damage the coating and suitable cleaning products, or rinsed with water; take care with drainage and protect surrounding items from water. Avoid corrosive chemicals, tools that damage the coating and lubricants whose suitability has not been confirmed. When the upper and lower tracks need lubrication, use ordinary blue-and-yellow-can WD-40 (Multi-Use Product). Clean first and check compatibility with the contact materials, apply a small amount according to the can instructions, and wipe away excess liquid. Near coatings, test a small hidden area first and avoid spraying surrounding surfaces. If unsure about suitability for plastic, rubber or adhesive areas, contact OVAN first to check. Suitability for special environments is confirmed according to site conditions; customers are not required to perform care obligations that were not provided in advance.

Protect the tracks during installation and renovation, avoiding tool impacts, stepping or crushing, falling heavy objects, and trolleys or building materials rolling directly over them. Do not cut, drill, straighten or structurally modify the product beyond the normal installation instructions. If jamming, abnormal deformation, detachment or a safety risk is found, stop the relevant operation first. Do not force it or hammer it straight yourself.

Drilling, fixing and adjustments required for normal installation according to the instructions are not unauthorised alterations for the purposes of this clause. Installing the product yourself or independently engaging a third-party installer does not in itself void the warranty.

9. Responsibility for track impacts, misuse and improper care

The commercial warranty is excluded only to the corresponding extent where reasonable evidence confirms that improper handling, installation, impacts, abnormal stepping or crushing, heavy-object pressure, incorrect cleaning/lubrication, unauthorised alteration or failure to follow reasonable instructions provided in advance caused the damage in question or increased part of the damage. Paid replacement parts, repairs or remakes may then be offered.

Examples include a track bent when dropped during customer handling, dents caused by tools, deformation from heavy construction loads rolling over it, or additional damage caused by continuing to pull forcefully after foreign material has jammed it. Whether the problem is related to these actions is assessed using site and product evidence.

The customer cannot be held fully responsible solely because impact marks exist, they do not have a care log, or they installed the product themselves. Abnormal deformation arising in reasonably normal use, material/structural defects, inadequate packaging, transport damage before delivery, and problems with OVAN's incorrect instructions or remote guidance must still be assessed and dealt with normally.

Independent defects unrelated to the customer's actions are not excluded. OVAN does not use “the entire warranty is void” instead of assessing the cause and costs of the specific problem.

10. After-sales requests, evidence and review

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 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.

11. Information use and order records

OVAN retains necessary original submissions, each version of specifications/quotes, customer confirmations, applicable policy/manual versions, and production and after-sales records to handle transactions and disputes. These are managed according to the actual retention periods and access controls in the separate Privacy Policy; all photos are not retained indefinitely.

Order photos are used for review, fulfilment and after-sales support. Separate, clear, optional consent that is unticked by default must be obtained for public examples, advertising or ongoing marketing. Refusal does not affect purchasing or after-sales support.

12. Items to check before payment

Please check each of the following before payment and actively confirm them in the formal order process. This page is for reading only and does not record agreement or payment.

• Check the finished outer-frame width and height, installation position/fixing method, direction, colour, quantity and price in the formal quote version, and confirm the basis for this production order.
• Understand that after review approval, final quote confirmation and successful full payment, cancellation or changes solely due to a change of mind are not accepted; statutory cancellation, refund and other remedy rights are not restricted.
• Receive and have an opportunity to read the applicable manual version confirmed with the order. Only damage causally related to improper installation, use or care may be excluded to the corresponding extent.
• Read the scope, application deadline and quantity arrangements for the one-time free remake for an independent customer measuring error, and the remake freight, customs clearance service fees and actual import taxes borne by the customer.
• Read the after-sales, charges, original-product disposal rules and collection notice. Order photos do not thereby receive permission for marketing or public display.

13. Statutory English statement required for the goods warranty

The following English statement concerns the goods warranty; the customer's rights under law are not reduced by the commercial warranty:

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.

The benefits of this commercial warranty are provided in addition to the customer's other rights and remedies under law.