Returns & warranty

Your consumer rights come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure you can choose a refund or a replacement, and you may be entitled to compensation for any other reasonably foreseeable loss. If the failure is minor, we may choose to repair, replace or refund. Nothing on this page limits those rights — it just explains how we handle returns in practice.

Faulty, damaged or wrong item

If your order arrives damaged, faulty, or isn’t what you ordered, tell us as soon as you notice — ideally within a few days of delivery. Email hello@nurv.au with your order number and a quick description (a photo helps for damage). We’ll arrange the return at our cost and get you a repair, replacement or refund. If something develops a fault later in its life, it’s likely covered by warranty — see below.

Manufacturer’s warranty

The hardware we sell — Yealink and other brands — carries the manufacturer’s warranty, typically 12 to 24 months depending on the brand and product. If a device fails within its warranty period through no fault of yours, contact us and we’ll help you through the manufacturer’s warranty process (we’ll usually handle it for you). The manufacturer’s warranty is in addition to your Australian Consumer Law rights, not instead of them.

Changed your mind?

Change-of-mind returns aren’t something the law requires, but we’ll usually help where we can. If you’d like to return an item simply because you no longer need it, contact us within 14 days of delivery. To be accepted it needs to be unused and in its original, unopened packaging and in resalable condition. Return postage is at your cost, and a restocking fee may apply. We’ll let you know before you send anything back.

How to start a return

1. Email hello@nurv.au (or call 1800 355 494) with your order number and what’s wrong.
2. We’ll confirm whether it’s a fault, warranty or change-of-mind return and send you return instructions.
3. Send the item back as instructed — please wait for our confirmation first so it reaches the right place and is tracked.
4. Once we receive and check it, we’ll action your repair, replacement or refund.

Refunds

Approved refunds go back to your original payment method through Stripe. Once we’ve received and inspected the returned item, we process the refund promptly; how quickly it appears then depends on your bank or card provider. Where a refund is for a faulty or wrong item, we refund the original shipping too.

What isn’t covered

Outside your consumer-law rights, we generally can’t accept returns for damage caused by misuse, accident, or unauthorised modification or repair; normal wear and tear; or change-of-mind on items that have been used or unsealed. If you’re not sure where your situation sits, just ask — we’d rather talk it through.

Changes to this policy

We may update this policy from time to time; the version published here always applies. This never reduces your rights under the Australian Consumer Law.

Need a hand?