Createv Shipping, Delivery & Returns / Warranty Policy

We love lighting. We hate fine print. But here’s the important stuff you need to know – Returns, Faults & Other Plot Twists

We know sometimes things don’t go to plan. A cable isn’t quite right. A fitting doesn’t fit. Or someone mislabels a box. It happens. We don’t take it personally – and you shouldn’t either.

Instead, we make it easy to return what doesn’t work and replace what needs fixing..

How we Deliver the Goods

We ship Australia-wide, using the fastest and friendliest carriers we can wrangle. In most cases, we’ll ship using one of our nominated freight partners (StarTrack, Aramex, AusPost… you get the idea). That said, we’re flexible – depending on what you need and where you are.

• Standard shipping fees are calculated at checkout.
• Trade account holders may have negotiated or bulk shipping terms (check your portal or contact us).
• Click & Collect is available from selected locations (yes, we’re proudly QLD-based).
• Large, bulky, or unusually awkward items may attract extra freight — it’s not personal, it’s just volume and gravity.
• You’ll get tracking info once your order hits the road.

We aim to dispatch most orders same day (if placed before 2PM AEST), but stock shortages and high demand can cause delays — we’ll keep you in the loop either way.

Faulty Items

If something you’ve bought from us turns out to be faulty within its warranty period, we’ll sort it. Return the item and we’ll replace it—simple as that.

Conditions:

• The return request must be submitted within the product’s warranty period from the date of sale.
• You must include a copy of the customer invoice or receipt to verify the date of purchase.
• All original components and accessories related to the product must be returned.
• If a credit is issued, it will reflect the most recent purchase price.
• Credit will be applied to your account and offset against future orders.
• If the product is tested and not deemed faulty by Createv’s suppliers or technicians, the item will be returned and the credit reversed.

Return freight for faulty items is on us.

Unwanted Items

Changed your mind? Ordered something mid-coffee and now regret it? We’ve all been there.

Conditions:

• You must request the return within 60 days from the invoice date.
• Goods must arrive back at our warehouse within 90 days of the original invoice date.
• Returned products must be unused, in mint condition, and in their original packaging. Anything less risks being rejected.
• Products will be credited at their current listed price at the time of return.
• Credits will be applied to your account and offset against future purchases.
• No returns on special order items or something you’ve had 9 months —ever.

Return freight for unwanted goods is your responsibility.

Shipping Errors

If we send the wrong thing, we’ll fix it. Quickly, painlessly, and without any passive-aggressive energy.

Conditions:

• You must notify us within 7 days of receiving the shipment.
• Items must be unused and returned in their original box and packaging.
• Credit will be applied to your account once the item is received.

We’ll cover the return freight for our mistake.

Items Damaged in Transit

If your delivery looks like it went through a tumble dryer on the way, don’t stress. If we sent it via a Createv-nominated carrier, we’ve got you covered.

Conditions:

• You must notify us within 24 hours of receiving the delivery.
• Inspect all deliveries immediately upon unloading.
• Provide photos of:
  • Damaged packaging
  • Damaged product
  • (If possible) What caused the damage
• Photos must be taken during unloading and clearly show all damage.

If approved, we’ll credit the full value of the product and freight to your account.

If you used your own transport or picked up from a Supplier — that risk’s on you.

Damage returns via Createv carriers are on us.

The Vibe

At Createv, we believe good gear should arrive intact, on time, and ready to go. If it doesn’t? We’ll make it right.

All we ask is that you:

• Check your stuff when it arrives
• Take photos if things go sideways
• Let us know ASAP

You’re not annoying us. You’re helping us help you – and we like that.