Warranty & Returns

Last updated: 16 July 2026

This Warranty, Refund and Returns Policy applies to products purchased directly from Ozbuyz Store.

In this policy, “you” and “your” refer to the customer, and “Ozbuyz Store”, “we”, “our” and “us” refer to the retailer from whom you purchased the product.

This policy should be read together with our Shipping Policy, Terms and Conditions and any product-specific warranty or return information displayed on the relevant product page.

1. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

The following notice applies to goods supplied by Ozbuyz Store:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantee rights may continue to apply after any express or voluntary warranty period has expired.

2. Ozbuyz Store 12-Month Warranty

In addition to your rights under the Australian Consumer Law, most products sold by Ozbuyz Store include a 12-month warranty against manufacturing faults and defects, calculated from the date of delivery.

Some products may include a longer or different warranty period. Where this applies, the applicable warranty period will be stated on the product listing, product documentation or warranty information supplied with the product.

Unless expressly stated otherwise, the additional 12-month warranty may not apply to accessories, consumable components or complimentary bonus gifts. Any rights that apply under the Australian Consumer Law remain unaffected.

3. Warranty Exclusions

Subject to the Australian Consumer Law, our additional warranty does not cover faults or damage caused by:

Normal wear and tear.
Accidental damage.
Improper assembly, installation or modification.
Abnormal, unintended or unreasonable use.
Misuse, neglect or abuse.
Failure to follow the manufacturer’s instructions.
Improper maintenance, cleaning, storage or care.
Damage caused by using incompatible parts or accessories.
Damage resulting from commercial use where the product was designed for domestic use.
Deterioration of fabric, leather, timber or other materials caused by inadequate care or environmental exposure.
Damage limited to external packaging where the product itself is unaffected.
A fault or defect that was clearly disclosed before purchase.

These exclusions relate to the additional Ozbuyz Store warranty and do not exclude any rights you may have under the Australian Consumer Law.

4. Available Remedies

Every claim will be assessed according to the circumstances, the condition of the product and the requirements of the Australian Consumer Law.

Depending on the nature and seriousness of the issue, an appropriate remedy may include:

Supplying a missing component or spare part.
Providing troubleshooting or assembly assistance.
Suggesting an appropriate self-repair method, with your agreement.
Repairing the product.
Replacing the product, subject to availability.
Offering a suitable alternative product, with your agreement.
Providing a partial refund where appropriate.
Providing a full refund.
Providing another remedy required by the Australian Consumer Law.

Major failures

Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a refund and a replacement of the same type.

A problem may be considered major where, for example, the product is unsafe, substantially different from its description or cannot perform its normal purpose and cannot easily be repaired within a reasonable time.

Minor failures

Where a problem is minor and can be repaired within a reasonable time, we may choose to repair the product or provide another appropriate remedy.

If the problem cannot be repaired within a reasonable time, additional remedies may become available under the Australian Consumer Law.

5. Making a Warranty Claim

To submit a claim, contact Ozbuyz Store customer support at:

Email: support@ozbuyzstore.com.au
Phone: +61 451 869 784

Please provide:

Your full name.
Your Ozbuyz Store order number.
The product name or SKU, where available.
The quantity affected.
A clear description of the fault, damage or missing part.
Clear photographs or video showing the issue.
Photographs of the packaging where delivery damage is being reported.
A photograph of the instruction manual identifying the affected or missing component, where relevant.
Your preferred outcome, such as a repair, replacement, spare part or refund.

Photographs and videos must be sufficiently clear for us to assess the claim. Small thumbnail images, blurred images or images that do not show the reported issue may delay the assessment.

We may request further information, photographs, videos, serial numbers or an inspection before determining the appropriate remedy.

Providing a preferred outcome does not automatically determine the remedy. The remedy available will depend on the circumstances and your rights under the Australian Consumer Law.

6. Damaged Products and Missing Parts

Please inspect your order as soon as reasonably possible after delivery.

Where a product arrives damaged or with missing parts, contact us promptly and provide clear evidence of:

The damage or fault.
The missing component.
The product and its packaging.
The shipping label, where requested.
The relevant section of the instruction manual, where applicable.

Once a missing-parts claim has been validated and the required part is available, we will arrange dispatch as soon as reasonably practicable. Spare parts will generally be dispatched within two business days after availability has been confirmed.

If a required spare part is unavailable within a reasonable period, we will arrange another appropriate solution.

7. Do Not Dispose of the Product

Do not dispose of, destroy, alter or permanently dismantle a product while a claim is being assessed unless:

We have provided written approval.
Keeping the product would create a genuine safety risk.
Disposal is otherwise permitted or required by law.

We may need the product, packaging or damaged component to be inspected or returned.

Disposing of a product before the claim has been assessed may prevent us from properly verifying the issue. However, this requirement does not restrict any rights you have under the Australian Consumer Law.

8. Returning Faulty or Damaged Products

Please do not return a product to a warehouse, supplier, manufacturer or other address without first contacting Ozbuyz Store.

Products may be dispatched from different Australian warehouse locations, and the correct return address may not be the same as the address shown on the original parcel.

If a return is required, we will provide the appropriate instructions and, where applicable, a return shipping label.

Products do not need to be in their original packaging to qualify for a remedy under the Australian Consumer Law. However, where reasonably possible, retaining the packaging can assist with safe transport and assessment.

Return costs for faulty products

Products that can be easily posted or transported may need to be returned for assessment.

Where the product is confirmed to have a fault covered by the Australian Consumer Law, we will reimburse reasonable return costs that were approved or reasonably incurred. Please retain your postage and transport receipts.

For large, heavy, installed or difficult-to-transport products, we will arrange collection or another reasonable assessment method where required by the Australian Consumer Law.

Where an assessment establishes that the product does not have a fault and the issue is not covered by the warranty or Australian Consumer Law, you may be responsible for reasonable collection, inspection or return costs. Where applicable, we will provide a reasonable estimate of these costs before arranging collection.

Postage costs incurred without following our return instructions may not be reimbursed unless reimbursement is required by law.

9. Refunds for Faulty Products

Where you are legally entitled to a refund:

The refund will ordinarily be issued using the original payment method unless another method is agreed.
No restocking fee will apply.
No change-of-mind return fee will apply.
We will advise whether the product must be returned or collected.
The refund will be processed after the claim has been approved and any required return or assessment has been completed.

We cannot ordinarily issue a refund to a different card, account or payment method from the one used for the original purchase unless agreed or required by law.

10. Replacements and Spare Parts

Where a replacement product or spare part is approved, we will advise whether the original product or component must be returned.

Replacement products are subject to availability. If an identical replacement is unavailable, we may discuss an alternative product, refund or another appropriate remedy with you.

If a replacement or spare part is returned because an incorrect or incomplete delivery address was supplied, additional return-to-sender and redelivery charges may apply.

Customers are responsible for checking that the delivery details provided with their order are complete and accurate.

11. Incorrect Items Returned

You must ensure that the correct product is returned using the return instructions provided by Ozbuyz Store.

If an unrelated or incorrect item is sent to one of our warehouse partners, we may be unable to identify, recover or return that item.

Ozbuyz Store and its warehouse partners are not responsible for loss or damage to products that were not supplied by Ozbuyz Store and were incorrectly included in a return parcel.

12. Delivery Delays and Missing Deliveries

If your order is overdue, tracking has stopped updating or you believe the parcel has been lost, contact us as soon as reasonably possible.

Where possible, delivery concerns should be reported within 10 business days after the expected delivery date or the last meaningful tracking update.

We may lodge an investigation with the relevant courier. Courier investigations can take several business days, depending on the carrier and circumstances.

Delivery timeframes may be affected by severe weather, natural disasters, road closures, peak periods, courier disruptions and other events outside our reasonable control.

Any remedy for a lost, significantly delayed or undelivered order will be provided in accordance with the Australian Consumer Law and the circumstances of the delivery.

13. Fourteen-Day Change-of-Mind Returns

Ozbuyz Store offers change-of-mind returns on eligible products when the request is submitted within 14 calendar days after delivery.

A change-of-mind return is a voluntary benefit provided by Ozbuyz Store. It is separate from your rights concerning faulty, damaged, unsafe or misdescribed products under the Australian Consumer Law.

The fees and conditions in this section apply only where the customer has received the product ordered and simply no longer wants it.

To qualify for a change-of-mind return, the product must generally be:

Unused.
Unassembled.
Uninstalled.
Unopened and in its original sealed packaging.
Complete with all accessories, manuals, parts and promotional items.
In a condition suitable for resale.
Returned in accordance with our instructions.

Submitting a request does not automatically mean the return has been approved.

14. Products Not Eligible for Change-of-Mind Returns

Unless expressly stated otherwise, change-of-mind returns are not accepted for:

Health, hygiene or safety-related products.
Personal-use products where hygiene or safety may be affected after opening.
Products that have been opened.
Products that have been used, assembled, installed or modified.
Products that are incomplete, damaged or not in resalable condition.
Bulk or commercial-quantity purchases.
Pallet orders or specially arranged bulk deliveries.
Custom-made, personalised or specially ordered products.
Clearance products expressly identified as non-returnable for change of mind.
Products specifically identified on the product listing as being excluded from change-of-mind returns.

The exclusion of change-of-mind returns does not affect your rights where a product is faulty, damaged, unsafe, misdescribed or otherwise fails to satisfy the Australian Consumer Law.

15. Product-Specific Return Conditions

Some products may have different warranty or change-of-mind conditions because of their category, manufacturer or distribution requirements.

Any material product-specific variation will be displayed on the relevant product page or otherwise communicated before purchase.

Where no different condition is expressly stated, this policy will apply.

No product-specific condition excludes rights that cannot legally be excluded under the Australian Consumer Law.

16. How to Request a Change-of-Mind Return

Contact support@ozbuyzstore.com.au within 14 calendar days after delivery and provide:

Your order number.
The product you wish to return.
The reason for the return.
Clear photographs or video showing the product’s current condition.
Clear photographs showing that the packaging remains unopened and undamaged.
Confirmation that all components and accessories are included.

Do not send the product back until you receive written return authorisation and the correct return instructions.

Products returned without authorisation may be refused, redirected, delayed or returned to the sender. Unapproved postage expenses may not be reimbursed.

17. Change-of-Mind Return Costs and Restocking Fee

Where a change-of-mind return is approved, a restocking fee equal to 10% of the product price and original delivery charge will apply.

Where we provide a return label

Your refund will be calculated as:

Product price plus original delivery charge, less the return postage cost and the 10% restocking fee.

Where you arrange the return

You will be responsible for arranging and paying for return delivery using a tracked and appropriately insured service.

Your refund will be calculated as:

Product price plus original delivery charge, less the 10% restocking fee.

The return delivery cost paid directly by you will not be reimbursed.

No change-of-mind refund will be issued until the returned product has been received and inspected.

Products returned in a used, opened, damaged, incomplete or non-resalable condition may be refused or may qualify for a reduced refund where permitted by law.

18. Cancellations and Return to Sender

We cannot guarantee cancellation once an order has entered warehouse processing or has been dispatched.

If an order has already been dispatched and is redirected or returned to sender because you no longer want it, the return will be treated as a change-of-mind return.

Where an approved return-to-sender request is completed, the refund will be processed only after the parcel has been received and processed by the relevant warehouse.

The refund will be calculated as:

Product price plus original delivery charge, less the 10% restocking fee.

Any additional carrier, redirection or return charges may also be deducted where applicable and where permitted by law.

19. Incorrect Addresses and Unclaimed Deliveries

Orders returned because of:

An incorrect address.
An incomplete address.
Failure to provide access for delivery.
Failure to collect the parcel.
Refusal of delivery where the product is not faulty.
Any other delivery information error attributable to the customer.

may be treated as change-of-mind returns.

Return-to-sender and redelivery charges may apply.

If you request redelivery, all applicable return-to-sender and redelivery costs must be paid before the order is dispatched again.

20. Change-of-Mind Refund Method

Approved refunds will ordinarily be issued to the original payment method.

Processing will begin after the returned item has been received, inspected and approved.

The time taken for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Change-of-mind deductions and restocking fees do not apply to refunds or remedies required because of a product fault or failure under the Australian Consumer Law.

21. Product Recalls

If a product purchased from Ozbuyz Store becomes subject to a safety recall, we will follow the applicable recall instructions and contact affected customers where their contact details are available.

Customers must follow all safety, return, repair, replacement or disposal instructions supplied as part of the recall.

A product recall may involve:

Ceasing use of the product.
Returning the product.
Receiving replacement parts.
Having the product repaired.
Receiving a replacement or refund.
Following another remedy specified in the official recall notice.

22. Contact Information

To make a warranty claim or request a return, contact:

Ozbuyz Store
ABN: 85 666 385 619
Email: support@ozbuyzstore.com.au
Phone: +61 451 869 784

Please include your order number in all correspondence so that we can assist you efficiently.