Shipping & Returns
Delivery Policy
Free Shipping Terms and Conditions
Free shipping within New South Wales is available for orders that are water-based and valued at $300 or higher.
Standard Shipping Terms and Conditions
We will dispatch all orders within three working days. Orders placed after 2 PM are processed the next business day. If a particular item is unavailable for dispatch within the specified timeframes, the customer may be notified and either:
- The stock will be sent without the unavailable items. When the unavailable items become available, they will be sent separately (applicable if the unavailable items will take longer than 7 days to return to stock).
- The entire order will be withheld until the out-of-stock items return to stock (applicable if stock will return within 3 days).
Returns Policy
Your Rights Under the Australian Consumer Law
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 they fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Nova Paint Supplies is entitled to choose between providing you with a repair, replacement, or other suitable remedy.
Returns Policy
If a purchase receipt can be produced and it is within 14 days of purchase, we may provide the option of exchange, refund, or credit.
To qualify, the product must be:
- In its original condition and packaging (including manuals and accessories)
- Not on the Product Exclusion List (please see below)
Any cost incurred by the consumer in sending return & exchange items due to change of mind will be borne by the consumer, accompanied by a 25% restocking fee.
Product Exclusions List
The following products may not be returned unless they breach a guarantee under the Australian Consumer Law:
- Tinted Paint/Ink
- Opened Paint Cans
- Made/built to order products
Faulty Items
In instances where a claim of mechanical fault is made, we reserve the right to investigate by authorised technicians and/or manufacturer representatives, in line with warranty claims.
If you receive a faulty item, please reach out to us within 14 days upon receiving the goods for store credit or a replacement.
Product Assessment
Once proof of purchase has been established and the product fault can safely and clearly be determined in-store, Nova Paint Supplies will offer you either a refund, exchange, repair, or returns credit notice. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine in-store (e.g., an electrical item or needs lab testing), the manufacturer or repair agent will be consulted to determine the fault and resolution.
The manufacturer or their agent will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, they will determine whether:
- There is no fault found;
- There is a minor fault which can be easily repaired within a reasonable time frame;
- There is a major fault found and the customer is to be offered a replacement or a refund; or
- The product has been damaged or abused through misuse.
Where there is no fault found, the product will be returned to the store to be returned to the consumer.
When assessing product fault, it is the consumer’s choice whether to deal with Nova Paint Supplies or the manufacturer directly. When the product is sent to the manufacturer or their repair agent, Nova Paint Supplies will ask them to assess the product and provide their assessment within a reasonable timeframe.
Nova Paint Supplies cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Nova Paint Supplies, the manufacturer, or repair agent. We do not provide any warranty for any goods damaged either intentionally or unintentionally by the user outside the course of normal operation of the product. Please check instructions from the specific product packaging and relevant specific data sheets available online or from the manufacturer.
If the product does not match its advertised description, Nova Paint Supplies will provide a choice between a refund or returns credit to the value of the item purchased.
Nova Paint Supplies’ liability shall be limited to the actual cost of the product, i.e., replacement or refund. In no event shall Nova Paint Supplies be liable for any further direct, incidental, special, or consequential damages.
Additional Information
What should I do if I am having difficulties getting my product to work?
If you are experiencing problems operating the product, it is strongly recommended that you contact the manufacturer’s customer helpline.
The contact number is typically provided within the product packaging or warranty card. Alternatively, Nova Paint Supplies can be contacted to assist in providing the relevant contact details.
If I can’t find my receipt, can I use a bank statement as proof of purchase instead?
Nova Paint Supplies will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in one transaction, our ability is limited in establishing proof of purchase.
Please note: When a refund is granted, Nova Paint Supplies will refund the original purchase price via the method of payment indicated on the receipt.
For further information, please contact Nova Paint Supplies on (02) 8018 5234 or email info@novapaintsupplies.com.