Refund policy
Last Updated: 25/SEP/2026
This policy applies to new XENOVA orders from this date. It does not reduce rights or return promises attached to earlier purchases.
1. RETURN ELIGIBILITY
If you find a manufacturing problem within 30 days of delivery, contact us to arrange a return for assessment and an appropriate repair, replacement or refund. This is a manufacturing-defect return period, not a trial period.
After 30 days, your 1-year international warranty and any applicable statutory rights continue. Opening or using the laptop, or no longer having its original packaging, does not by itself prevent a valid fault claim.
2. CHANGE-OF-MIND RETURNS
We do not offer voluntary change-of-mind returns. This does not limit cancellation or return rights required by law, including applicable UK distance-selling rights described below.
Damage caused by misuse or an accident is not a manufacturing defect. This does not affect a claim for an unrelated defect or any rights required by law.
3. HOW TO REQUEST A RETURN
- Contact support@xenova.global with your order number or other proof of purchase.
- Describe the problem and include photos or video where helpful.
- Follow our instructions for the return address and shipping arrangements. Please contact us before sending your laptop.
Back up your data and remove personal accounts where possible. Contact support if the fault prevents this.
4. RETURN SHIPPING AND FEES
XENOVA pays return shipping for faulty or incorrectly supplied products. Contact us for shipping instructions. If you have already paid reasonable return costs for a confirmed fault, keep the receipts so we can reimburse you.
No A$99 return charge or 10% restocking fee applies to faulty or incorrectly supplied products. Pack the laptop securely; original packaging is helpful but is not required for a valid fault claim.
5. INSPECTION PROCESS
We assess the reported problem after receiving the laptop and aim to provide an assessment within 7 business days. We will explain the outcome and the available remedy. This estimate does not extend any mandatory legal deadline.
6. REPAIRS, REPLACEMENTS AND REFUNDS
The appropriate remedy depends on the issue and applicable law. Under Australian Consumer Law, a major failure can entitle you to choose a refund or replacement. For a minor failure, we may provide a free repair; further remedies apply if it is not fixed within a reasonable time.
Approved refunds are issued to the original payment method unless otherwise agreed or required by law. Payment providers may take 5–10 business days to show the credit. We comply with applicable refund deadlines and refund charges where required by law.
7. ORDER CANCELLATIONS
You may cancel for a full refund before production begins. Production may begin immediately after payment, so email support promptly with your order number. After production begins, we do not offer voluntary cancellation. Statutory cancellation rights and remedies for faults, non-delivery or other breaches remain available.
8. DAMAGED OR INCORRECT DELIVERIES
If your laptop arrives damaged, faulty or different from your order, contact support promptly with details. There is no seven-day cutoff for a valid statutory claim. The 30-day manufacturing-defect process does not replace your warranty or legal rights.
9. EXCHANGES
We do not offer voluntary exchanges for a different configuration. Replacements for faulty or incorrect products are arranged according to the assessment and your applicable rights.
10. REGIONAL RIGHTS
Mandatory consumer rights take priority over this policy. They may last beyond 30 days or the 1-year warranty.
For UK online consumer orders where the statutory cancellation right applies, you normally have 14 days after delivery to tell us you wish to cancel and a further 14 days to return the goods. We refund as required by law, including standard outbound delivery costs. A deduction may apply for handling beyond what is necessary to inspect the goods, where legally permitted. Any applicable return costs will be disclosed as required by law; a flat restocking fee does not replace these rules.
The statutory exception for goods genuinely made to a customer's specifications or clearly personalised applies only where its legal conditions are met. Assembly after payment or selection of a standard configuration does not automatically remove statutory cancellation rights.
11. EXISTING ORDERS
Any more favourable return promise made when you placed your order will be honoured. We may investigate suspected fraud, but this does not remove valid consumer rights.
12. CONTACT INFORMATION
XENOVA — Alif Laam Meem Ra Pty Ltd
ABN: 70 660 643 818
44 Smith Street, Darwin City, NT 0800, Australia
Email: support@xenova.global
Please obtain return instructions before sending a device; the business address may differ from the service centre handling your return.
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