Returns & Refunds Policy

Returns, warranty claims, and refunds for goods purchased from the DVE Cloud shop.

Effective date: 24 July 2026

This policy applies to goods purchased from the DVE Cloud online shop by customers in Australia. It sits alongside our Terms of Service and Freight Policy.

Nothing in this policy limits or replaces the rights you have under the Australian Consumer Law. Where this policy and the Australian Consumer Law differ, the Australian Consumer Law applies.

Your rights under the Australian Consumer Law

As a consumer you are entitled to a refund, replacement, or repair if the goods you purchased are faulty, not fit for purpose, or do not match the description provided. These rights apply to all products sold by DVE Cloud and cannot be excluded.

If a product has a major failure you may choose a refund, a replacement, or to keep the goods and ask for compensation for the drop in value. A major failure includes goods that are unsafe, that are substantially unfit for their normal purpose and cannot easily be made fit, or that differ significantly from the description or sample you relied on.

If the failure is not major we may choose to repair the goods, replace them, or refund you within a reasonable time.

We ask for proof of purchase. Your DVE Cloud order confirmation, tax invoice, or order record in My Account is enough.

Faulty, damaged, or misdescribed goods

Please inspect goods when they arrive. If an item is faulty, arrives damaged, or is not what you ordered, contact us within a reasonable timeframe, and preferably within 30 days, with your order details and a description of the issue.

We will provide return instructions and cover the cost of returning the item, then offer a replacement, repair, or full refund.

Goods returned as faulty are tested on receipt. If testing shows the goods are not faulty, we will contact you before deciding the outcome, and the return may instead be assessed as a change-of-mind return.

Manufacturer warranty claims

Most hardware we sell also carries a manufacturer warranty. That warranty is in addition to your Australian Consumer Law rights and does not limit them.

For faults that appear after the item has been in service, some manufacturers require the claim to be lodged with their own service network. We will tell you when that applies and give you the details you need, or lodge the claim on your behalf.

Change of mind

We are not legally obliged to accept a return because you changed your mind, but we offer a flexible policy on the following terms.

• Within 30 days: items must be returned within 30 days of the purchase date.
• Unused and complete: items must be in their original, unused condition and packaging, with all accessories and documentation included.
• Proof of purchase: a receipt or order confirmation is required.
• Restocking fee: a 5% restocking fee is deducted from your refund to cover processing and handling costs.
• Return freight: you are responsible for return shipping costs unless the item is faulty or not as described.

Change-of-mind goods remain your risk until they reach us, so please use a tracked service and pack them well.

Goods excluded from change-of-mind returns

• Clearance or sale items.
• Custom-built or personalised products.
• Software or downloadable products.

These exclusions apply to change of mind only. They never limit your rights if the goods are faulty, unsafe, or not as described.

How to request a return

Sign in to My Account, open the order, and use the return request form. Select the lines and quantities you want to return, choose a reason, and add any detail that will help us assess it.

Returns can be requested online once the order is paid and has been dispatched or completed. If the order has not shipped yet, contact us instead and we will try to amend or cancel it before it leaves the warehouse.

You can also start a return by emailing support@dvecloud.com.au or calling 1300 809 860 with your order details and the reason for the return, and we will raise it for you.

• Reasons you can select: damaged, faulty, wrong item, change of mind, or other.
• Return authorisation: every request is issued a return authorisation number in the format RMA-000123. Quote it on the parcel and in any correspondence.
• Wait for approval: please do not send goods back before the return is approved. Unapproved deliveries can be refused or delayed at the warehouse.

Sending the goods back

Once your return is approved, send the item to DVE Cloud, 107-109 Redfern Street, Cowra NSW 2794, securely packaged to avoid damage in transit, unless we have arranged a carrier collection for you.

We inspect returned goods on arrival and notify you of the outcome.

How your return progresses

• Requested: we have your request and are assessing it. It can still be cancelled at this point.
• Approved: the return is authorised and you will receive return instructions and the RMA number.
• Received: the goods have arrived back with us and are being inspected.
• Resolved: the outcome has been actioned, whether that is a refund, replacement, or repair.
• Rejected: the return did not meet this policy, or testing did not support the reason given. We will explain why.

The current status of every return is shown against the order in My Account.

Refunds

Approved refunds are processed using the original payment method within 1-10 business days of the return being resolved. Card payments are refunded through our payment provider, Stripe, so we cannot refund a card or account other than the one used to pay.

If the original payment method is no longer available, we will issue a store credit instead.

Once we process a refund, the time it takes to appear on your statement depends on your bank or card issuer.

Contact us about a return

Email support@dvecloud.com.au or call 1300 809 860 during Australian business hours. Quote your order number, or your RMA number if one has already been issued.

DVE Cloud, 107-109 Redfern Street, Cowra NSW 2794, Australia. ABN 13 640 340 405.

This policy is a general statement of how we handle returns and is not legal advice. Your non-excludable rights under the Australian Consumer Law apply regardless of anything stated here.