NOVARAGrading

Refund & Consumer Guarantee Policy

Your rights under Australian Consumer Law and our commitment to fair service

Last updated: January 2025

Australian Consumer Law Compliance

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and obtain a refund. For minor failures, you are entitled to have the service performed again or to compensation.

Your Consumer Guarantees

Under the Australian Consumer Law (ACL), when you purchase our grading services, you have automatic consumer guarantees. These guarantees apply regardless of any other warranty or policy we may offer.

Services Must Be:
Provided with due care and skill
Fit for any specified purpose
Delivered within a reasonable time
Your Remedies Include:
Service performed again (re-grading)
Refund for the service
Compensation for damages or loss

When You're Entitled to a Refund

1Major Failure of Service

A major failure occurs when the service:

  • Has a problem that would have stopped you from purchasing it if you had known
  • Is substantially unfit for its common purpose and cannot easily be fixed
  • Does not meet a specific purpose you told us about and cannot easily be fixed
  • Creates an unsafe situation

For major failures, you can choose a refund or to have the service performed again.

2Minor Failure of Service

A minor failure is when the service doesn't meet consumer guarantees but the problem is not major. For minor failures:

  • We will re-perform the service at no additional cost
  • If we cannot re-perform within a reasonable time, you may be entitled to a refund
  • You may also be entitled to compensation for any resulting loss
3Cancellation Before Service Begins

If you cancel your grading request before we begin work on your item:

  • Full refund of grading fee
  • You are responsible for return shipping costs if item has already been sent to us
  • Any shipping costs we have already incurred may be deducted

Our Grading Accuracy Commitment

We stand behind the accuracy of our grading assessments. If you believe your item was incorrectly graded:

  • 30-day review period: Request a review within 30 days of receiving your certificate
  • Free re-grading: If we determine an error was made, we will re-grade at no charge
  • Corrected certificate: A new certificate will be issued with the correct grade
  • Transparent process: We will provide a detailed explanation of our assessment

Note: This applies to errors in our assessment at the time of grading. Changes in item condition after grading (due to use, damage, etc.) are not covered.

How to Request a Refund or Make a Complaint

Step-by-Step Process:

  1. 1

    Contact Us

    Email [email protected] with your certificate number and details of your concern

  2. 2

    Acknowledgment

    We will acknowledge your request within 2 business days

  3. 3

    Review

    We will review your case and may request additional information or the item for re-inspection

  4. 4

    Resolution

    We aim to resolve all complaints within 14 business days. Refunds are processed within 10 business days of approval.

Phone

+61 2 XXXX XXXX (Mon-Fri 9am-5pm AEST)

External Dispute Resolution

If you are not satisfied with our resolution of your complaint, you have the right to seek external assistance:

  • ACCC: Australian Competition and Consumer Commission - www.accc.gov.au
  • State/Territory Consumer Protection: Contact your local fair trading or consumer affairs office
  • Small Claims Tribunal: For disputes under the relevant threshold in your state/territory

What's Not Covered

Refunds are generally not available in the following circumstances:

  • You simply changed your mind after grading was completed
  • The item's condition changed after grading due to subsequent use or damage
  • You disagree with the grade but our assessment was conducted correctly according to our documented criteria
  • Damage to items during shipping to us (please ensure adequate insurance)
  • Items submitted that don't meet our acceptance criteria (we will return these without grading)

Note: These exclusions do not affect your rights under the Australian Consumer Law for failures to meet consumer guarantees.

Need Help?

Our support team is here to assist you with any questions about refunds or consumer rights