Refund policy

Order Cancellation or Changes (Self-Service)

If you wish to cancel your order, change items, or edit order details, you may do so using our self-service cancellation/edit feature within 4 hours of placing your order.

You can access this feature via:

  • The order confirmation page immediately after checkout

  • The thank you page

  • The cancellation/edit link in your order confirmation email

  • Your customer account (if created)

Please note: Orders are processed quickly. If the 4-hour window has passed, your order may already be in fulfilment and cannot be changed. In this case, you may need to receive the order and then request a return in accordance with the policy below.

If you are unsure whether a change is still possible, please contact customer support as soon as possible.

90-Day Satisfaction Guarantee

We offer a 90-day satisfaction guarantee on all products. Within 90 days of delivery, you may request a return, refund, or replacement for eligible items, including change of mind, sizing preference, or dissatisfaction.

To be eligible, items must be returned in as-new condition, meaning:

  • Unused and undamaged

  • Free from signs of wear

  • With original tags and packaging where applicable

Requests outside this period may still be reviewed if the issue relates to a manufacturing defect or abnormal wear, assessed on a case-by-case basis.

Important: Do not send items back without prior approval. Unapproved returns will not be accepted.

Refunds During Transit or Carrier Delays

Orders that are actively in transit cannot be refunded due to standard carrier delays.

If a parcel is:

  • Significantly delayed beyond expected delivery timeframes,

  • Confirmed lost by the carrier, or

  • Unable to be located after a carrier investigation,

we will offer a replacement as the primary resolution, with a refund available as an alternative if a replacement is not suitable.

Return Shipping Costs

  • Change of mind, sizing issues, or personal preference:
    Return shipping costs are the responsibility of the customer.

  • Faulty, damaged, or incorrect items:
    We cover the cost of replacement or return shipping where applicable.

Large or bulk change-of-mind returns may be subject to a restocking fee in certain situations.

Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery. If you receive:

  • A faulty product,

  • A damaged item, or

  • An incorrect or missing item,

contact us as soon as possible with clear photos of the item and packaging (including shipping label if relevant).

In most cases, we will offer a priority replacement first as the fastest resolution. If a replacement does not suit your needs, a refund may be offered.

Returns, Refunds & Replacement Process

  1. Submit a Request
    Contact us via live chat or email with:

    • Order number

    • Email address used at checkout

    • Reason for the request

    • Photos (if damaged, faulty, or incorrect)

  2. Approval & Instructions
    Once approved, we’ll provide return instructions and the return address (where applicable).

  3. Send the Return
    Clearly label your parcel with your order number and full name. Please provide tracking once posted.

  4. Inspection & Outcome
    Returned items are inspected. Once approved, a replacement will be dispatched or a refund processed.

  5. Refund Timeframes
    Refunds are issued to the original payment method and typically appear within 3–5 business days. Some banks or payment providers may take up to 7 business days to finalise processing.

Refund Approved but Not Received

If more than 7 business days have passed since your refund was processed and you have not received it:

  • Please check with your bank or payment provider

  • Ensure the original payment method is active

If needed, contact us and we’ll escalate the matter with our payment processor.

Delivery Responsibility & Proof of Delivery

Once an order is marked as delivered by the carrier, responsibility transfers to the recipient. If you believe your parcel was misdelivered, please contact us promptly so we can assist with a carrier investigation or proof of delivery request.

Marketplace Orders

Orders placed via Amazon or eBay must be returned or refunded through the respective platform’s order system, as their processes govern those purchases.

Consumer Rights

This policy does not limit any rights you may have under applicable consumer law.

Contact Us

Trade Name: OZ SMART CO PTY LTD
ABN: 83 671 171 814
ACN: 671 171 814

Support Channels:

Business Hours (Online Support):

  • Monday – Friday: 11:00 AM – 8:00 PM (AEST)

  • Saturday – Sunday: 11:00 AM – 8:00 PM (AEST)

  • Public Holidays: Closed

 

Last Updated: 18/01/2026