Refund Policy

At Gavoa we pride ourselves on the quality of our products and the service we offer our customers. As part of our commitment to the highest customer satisfaction we believe it is very important to have a clear and fair explanation of our return policies.

Receipt of damaged goods - shipping.

If you receive a purchase from Gavoa and the product is damaged and it appears to have been damaged as a result of the shipping carrier, we must be notified via email within 7 days at:

gavoaonline@gavoa.com.

We will require your order reference number and as well a picture (s) of the damaged area of the product and of the box itself if that was damaged. The product cannot have been used.

You will be entitled to either a full refund or a replacement.

Gavoa, at its discretion, may choose to have the product shipped back to us at our expense.

Receipt of damaged goods – defective product

If you receive a purchase from Gavoa and the product is:

• Damaged due to manufacturer’s defect, or

• Missing parts

We will respect a refund or replacement claim if made within 3 months. We will require your order reference number and as well a picture (s) of the damaged area of the product. If parts are missing we will require details of which parts are missing. You must email Gavoa at:

gavoaonline@gavoa.com

Important: It is the responsibility of the customer to inspect the product for damages and to ensure all parts are there prior to putting it together, using and/or installing it, whichever the case might be.

Gavoa, at its discretion, may choose to have the product shipped back to us at our expense.

Warranties

Gavoa sells many different products and the warranties therefore will vary depending on the particular product. We provide the warranty information for each product with the description and specifications of each product. Please consult the specific product information page on the web site.

As guiding principals we provide a warranty of 2 years for all metal parts, a warranty of 1 year for all moving parts and a warranty of 1 year with regard to finishes of surfaces. These warranties are always subject to proper use of the product in accordance with directions and specifications.

Product returns

If a customer wishes to return a product for any reason other than a quality issue, then Gavoa must be advised via email within 30 days of receipt of the product by the customer at:

gavoaonline@gavoa.com

The order reference number must be referred to in the email. A member of Gavoa’s service team will contact the customer within 7 days of receipt of the customer’s email to ensure the customer is aware of the correct procedure to be followed for a return:

• A Return Product Authorization (“RPA”) number will be provided to the customer by the Gavoa service team member. It must be included with the product being returned.

• The customer must arrange for shipping the product back to Gavoa facilities at their expense at:

1855 Hymus Blvd., Dorval, Que. H9P 1J8

• The Gavoa team will inspect the product within 7 days upon receipt. If the product is in the original box and it has not been opened then a full refund shall be issued. A 20% restocking fee will apply.

If the product has been used, or it has been damaged or is missing parts, then the Gavoa team will evaluate if and how much of a refund can be repaid. The customer will be contacted via email or via telephone so that the situation can be explained.

Refunds or Replacements

If Gavoa elects to have the product returned, then as indicated above it will arrange for the return shipment at its expense within 7 days. Once the product has been received at the Gavoa warehouse it will be inspected to confirm the problem within 7 days. If in fact the claim is justified then either a refund cheque will be mailed to the customer (if so requested) or a replacement shall be shipped at Gavoa’s expense within an additional 7 days.

In the event Gavoa determines that there is some issue with the claim, a Gavoa service representative will contact the customer either by email or telephone and attempt to arrive at a mutually acceptable solution.

If Gavoa does not choose to have the product returned then a refund cheque (if requested) will be mailed to the customer within 7 days. If a replacement of the product or replacement parts are required then Gavoa will ship these to the customer at no charge within 7 days.