Shipping, Delivery & Returns

Everything you need to know about how we deliver and what to do if something is not right.

Shipping & Delivery

At Orvieon, we are committed to delivering your order safely, promptly, and in perfect condition through our trusted third-party logistics partners. All delivery charges are calculated by our carriers based on the size, weight, and destination of your order. No additional handling or packaging fees are applied by Orvieon.

Estimated Delivery Timeframes

Order Type	Estimated Timeframe
In-stock items (tapware, basins, accessories)	5 to 10 business days from order confirmation
Vanities and larger bathroom furniture	7 to 14 business days from order confirmation
Special-order or pre-order items	Timeframe confirmed at the time of order

Delivery timeframes are estimates only. Factors such as carrier capacity, public holidays, remote locations, or unforeseen circumstances may affect your delivery date. Where delays occur, our team will contact you promptly.

Delivery Conditions

• Deliveries are made to ground floor or street level as standard. Delivery to upper floors, lifts, or restricted-access sites may be arranged on request and may attract additional carrier charges.
• Weekend or time-specific deliveries may be subject to additional charges at the carrier's discretion.
• Orvieon delivers to most locations across Australia. Delivery to PO Boxes is not available.
• It is your responsibility to ensure safe and clear access is available at your delivery address on the scheduled day.
• If you are unavailable to accept delivery, a redelivery fee may apply.
• Risk in the goods passes to you at the time of delivery.

Order Tracking: Once your order is dispatched, you will receive a confirmation email with tracking information so you can follow your delivery in real time.

Click & Collect

Collection is available from our showroom at 4 Balrook Way, Truganina VIC 3029. Please wait for your order-ready notification before visiting. Contact us on +61 459 073 310 or at info@orvieon.com.au to arrange a collection time.

Returns & Refunds

Orvieon operates in accordance with the Australian Consumer Law (ACL), which provides you with rights that cannot be excluded, including the right to a remedy for major failures, defects, or goods that do not match their description.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the ACL. Where a product has a major failure, you are entitled to choose a refund, replacement, or repair. Where a failure is minor, we may choose to repair, replace, or refund at our discretion.

Change-of-Mind Returns

Orvieon does not accept returns or exchanges for change of mind. We encourage you to review all product specifications, dimensions, and finish options carefully before placing your order. Our team is happy to assist prior to purchase via phone or email.

Damaged or Faulty Items

• Inspect your order carefully at the time of delivery. If you notice visible damage to packaging or goods, note this with the carrier before signing.
• Report any damage, defect, or discrepancy within 48 hours of receipt by emailing info@orvieon.com.au with your order number, a description of the issue, and clear photographs.
• We will assess your claim and respond within 2 business days with a proposed resolution, which may include replacement, repair, or refund depending on the nature of the issue.

Return Conditions

• Items authorised for return must be in their original, unused condition with all original packaging, fittings, documentation, and accessories intact.
• We reserve the right to decline return requests that do not meet these conditions.
• Return shipping is the responsibility of the customer. We recommend insuring returned items during transit as Orvieon is not liable for items lost or damaged in return shipping.
• If your order was placed under a free-shipping promotion, the actual outbound delivery cost will be deducted from any approved refund.

Non-Returnable Items

• Special-order, custom, or pre-ordered products are non-returnable and non-refundable unless they arrive faulty or materially misdescribed.
• Products that have been installed, modified, or used cannot be returned.

Initiating a Return or Claim

To begin the process, email info@orvieon.com.au with the subject line "Return Request – [Your Order Number]". Our team will guide you through each step.

Order Cancellations

• If you need to cancel an order placed before dispatch, please contact us as soon as possible. We will make every effort to accommodate your request and issue a full refund.
• Cancellations requested after dispatch will be subject to our standard returns process and return shipping costs will apply.
• Special-order or pre-order items cannot be cancelled once production or procurement has commenced.
• Orvieon reserves the right to cancel any order due to payment issues, suspected fraud, or stock unavailability. A full refund will be issued in such cases.

Need help with your delivery or return?

Phone: +61 459 073 310
Email: info@orvieon.com.au
Showroom: 4 Balrook Way, Truganina VIC 3029