Refund policy
We want you to be confident that your Novo Nav products are right for your vehicle. This policy explains our 30-day fitment guarantee, change-of-mind returns, warranty, refunds and order cancellation process.
Your rights under the Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Those rights apply in addition to the benefits described in this policy and may continue after the express warranty period ends.
If a product has a major failure, you may be entitled to choose a refund or replacement and to compensation for reasonably foreseeable loss or damage. If a failure is not major, you may be entitled to have the product repaired or replaced within a reasonable time.
30-day fitment money-back guarantee
If an item does not fit your vehicle, contact us within 30 days of delivery. Novo Nav kits are vehicle-specific and will normally fit when the correct kit has been ordered and the installation instructions are followed. An apparent fitment or compatibility issue may be caused by an installation step, so we will first provide reasonable guidance and troubleshooting for the relevant vehicle, product or accessory.
If we cannot resolve the issue easily and confirm that the item does not fit, Novo Nav will pay the return shipping, waive the restocking fee and refund the full item price after the return is approved and received. If you paid an outbound shipping charge on an order under $100, that charge will also be refunded. Our support team will provide the return instructions. Please do not send an item back until the return has been approved.
If you choose not to complete reasonable fitment or installation guidance, the return will be handled as a change-of-mind return. The 20% restocking fee will apply and you will be responsible for return shipping.
Change-of-mind returns
You may request a return for any reason within 30 days of delivery, provided the items are in like-new condition. Like-new means every accessory is present and every returned item is in a condition that can be sold as new. Original packaging is not required, but the items must be packed securely and protected against damage during return transit.
If you return a complete kit, you must return every supplied component and any free accessory selected with a Premium screen.
- A 20% restocking fee applies.
- You are responsible for the cost of return shipping.
- A refused delivery is treated as a change-of-mind return and the 20% restocking fee applies.
- Items returned without prior approval and return instructions will not be accepted.
DAB antennas cannot be returned after they have been used or their adhesive backing has been applied because they cannot be reused or sold as new. Unused DAB antennas, harnesses and other accessories may be returned if they otherwise meet the like-new conditions above.
Before returning an item
Contact us first with your order number, the reason for the return and any photos or videos we reasonably request. All returns must be approved by our support team. We will then provide the correct return instructions and return destination.
Do not send returns to an address found online or visit our warehouse without prior approval.
Damaged, incorrect or faulty items
If an item arrives damaged, is not what you ordered or appears to have a fault, contact us promptly. We may ask for photos, videos, vehicle details and reasonable troubleshooting so that we can assess the issue and determine the appropriate next step. Nothing in this process limits your rights under the Australian Consumer Law.
Warranty
Orders placed on or after 1 June 2026 include a one-year warranty for Standard screens and a two-year warranty for Premium screens. The applicable warranty covers manufacturing faults with the screen, any CAN bus module included in the order, and the free accessory selected with a Premium screen.
Orders placed before 1 June 2026 retain the one-year warranty that applied when those products were purchased. The current Standard/Premium warranty structure does not apply retrospectively to those orders.
The warranty does not cover damage or problems caused by:
- improper installation or installation damage;
- misuse;
- modification of the product, wiring, software or included components;
- external vehicle power or wiring faults;
- normal wear and tear; or
- cosmetic damage that is not a manufacturing fault.
To make a warranty claim, contact us with your order number and a description of the issue. We may request relevant photos, videos, vehicle details and reasonable troubleshooting before determining the outcome. Do not return an item until we approve the return and provide instructions. Novo Nav covers shipping for approved warranty claims and inspections.
For an approved claim under this warranty, Novo Nav will first seek to repair the item. If repair is not possible or appropriate, the next remedy is replacement, followed by a refund if repair and replacement are not available or appropriate. This warranty process does not limit any remedy you are entitled to under the Australian Consumer Law, including your rights where there is a major failure.
A repair or replacement does not restart or extend the express warranty period. The repaired item or replacement remains covered for the remainder of the warranty period that applied to the original order.
This express warranty is provided to the original purchaser and is not transferable to a later owner. This does not limit any rights or remedies that may apply under the Australian Consumer Law.
The warranty benefits described above are in addition to any other rights and remedies available under the Australian Consumer Law.
Refunds
Returns are inspected after they are received. Any applicable restocking fee and return-shipping responsibility will be determined under the sections above. A refund is only issued after the return and refund have been approved by authorised Novo Nav staff. Novo Nav processes approved refunds within two business days of receiving the return, using the original payment method. After Novo Nav processes a refund, your bank or payment provider may take up to seven days to make the funds available. This does not restrict any remedy you are entitled to under the Australian Consumer Law.
Order changes and cancellations
Orders generally cannot be changed or cancelled after they are placed. We begin preparing orders straight away, including pre-wiring, completing and testing each vehicle-specific kit.
If you need to request a change or cancellation, contact us immediately. We will check whether an exception is still possible, but we cannot guarantee that the order can be changed or cancelled.
If a cancellation is approved, the 20% restocking fee generally applies. We may waive the fee at our discretion, but we are not required to do so. Nothing in this section limits any cancellation or refund right available under the Australian Consumer Law.
Contact us
Universal Service Solutions Pty Ltd trading as Novo Nav
ABN 53 665 943 162
Burwood NSW 2134, Australia
Phone: 1800 114 331
Live chat: available through the button in the bottom corner of novonav.com.au
Updated 22 July 2026.