退款政策

Thank you for shopping at OZBUY SHOP. We are committed to providing high-quality products and excellent customer service. This refund policy complies with the Australian Consumer Law (ACL) to ensure your rights are protected.

 

Your Rights Under Australian Consumer Law

You are entitled to a refund, replacement, or repair if a product:

  • Is faulty or damaged (excluding damage caused by the customer)
  • Is significantly different from the description or sample shown
  • Does not perform as advertised or promised

These consumer guarantees apply automatically and cannot be excluded.

 

Change of Mind

Please choose carefully. Due to health, safety, and hygiene regulations, we do not offer refunds or returns for change of mind on the following product categories:

  • Health supplements and vitamins
  • Skincare and personal care products
  • Children’s items, including toys, feeding accessories, and hygiene-related goods

You cannot return these products if:

  • Changed your mind
  • Purchased the wrong item
  • Opened or used the product

 

Special Notes on Product Quality and Packaging

  • If a product clumps, hardens, or solidifies due to moisture, we will do our best to liaise with the manufacturer, but we are not responsible for ingredient behavior, flavor changes, or packaging defects after dispatch.
  • All clearance items are sold as is, and are non-refundable due to their shorter expiry dates.

 

Return Eligibility

To be eligible for a return:

  • The item must be unused and in original condition/packaging
  • You must contact us within 14 days of receiving the item
  • Valid proof of purchase (order number or receipt) is required

 

How to Request a Return

Please contact us at ozbuyshop@gmail.com and include:

  • Order number
  • Item(s) you wish to return
  • Explanation of the issue
  • Photo or video evidence (if applicable)

We will respond within 2 business days.

 

Return of Gift with Purchase or Promotional Items

If your order qualifies for a Gift with Purchase and you return your order for a refund or gift voucher:

  • The gift must also be returned unused, in original condition, with all tags intact
  • If not returned, the full retail value of the gift will be deducted from your refund

Please note:

  • Gifts with purchase are non-exchangeable, non-refundable, and not redeemable for cash
  • Promotional items are subject to availability and cannot be substituted

 

Non-Returnable & Non-Refundable Items

We do not accept returns or offer refunds for:

  • Clearance items with short expiry
  • Products clearly marked non-refundable on the product page (e.g. vitamins, fragrances, food & drinks)
  • Items lost due to incorrect address/postcode provided by the customer
  • Items detained or confiscated by customs (please check your country’s import laws before ordering)

 

Return Shipping

  • If your return is due to a faulty, damaged, or incorrect item, we will cover return postage
  • For all other approved returns, you are responsible for return shipping costs
  • We recommend using Registered Post as OZBUY SHOP is not liable for lost return parcels

Please contact us before sending any return to ensure it is acknowledged.

 

Refunds

Once your return is received and approved:

  • A refund will be issued to your original payment method
  • Processing time may take 3–7 business days, depending on your payment provider
  • In some cases, a replacement or store credit may be offered instead of a refund

 

Stock Unavailability

If an item you ordered is unavailable after your purchase:

  • We will contact you within 48 hours to offer:
  1. A wait until restock
  2. A replacement item (with price adjustment)
  3. Or a refund
  • If you want to be notified when a sold-out item is back in stock, email us and we will contact you when it's available again.

 

Contact Us

If you have any questions about this policy or your order, please contact us:

Email: ozbuyshop@gmail.com