Refund Policy
We want you to feel confident shopping with OzEssentials. If something isn’t right, we’re here to help. For any enquiries regarding refunds or our refund policy, please contact our customer service team via email. Our team will be happy to review your enquiry, provide clarification and assist you with the available options in accordance with our refund policy.
Returns
We have a 7-day return policy, which means you have 7 days from the date you receive your order to request a return.
To be eligible for a return:
- Your item must be in the same condition that you received it
- Unused
- With all original packaging and accessories
- You must have proof of purchase (order confirmation, receipt, etc.)
To start a return, please use the Contact option on our website and include your order number and details about the item you’d like to return.
If your return is accepted, we’ll provide you with return instructions (and where applicable, a return shipping label).
Items sent back to us without first requesting a return will not be accepted.
You can always reach out with any questions about returns by using the Contact option on our website.
Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or you receive the wrong item, contact us right away using the Contact option so we can review the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including but not limited to:
- Custom or personalized items
- Digital products or downloadable content
- Items marked as final sale
- Gift cards
For hygiene reasons, we may also refuse returns on items that show signs of use, wear, or contamination.
If you’re unsure whether your item is eligible for return, please reach out via the Contact option before sending anything back.
Sale items and gift cards are non-refundable.
Exchanges
The fastest way to get the item you want is to:
- Request a return for the original item using the Contact option, and
- Once your return is accepted, place a new order for the replacement item.
European Union 14-Day Cooling-Off Period
If your order is being shipped to a country in the European Union, you have the right to cancel or return your order within 14 days for any reason, without needing to provide a justification.
As above, items must be in the same condition you received them — unused, with tags (if applicable), and in the original packaging, with proof of purchase.
Cancellations & Refunds
Cancellation and refund requests must be submitted prior to the dispatch of an order. Once an order has been shipped or is in transit, we are unable to cancel the order or stop the delivery process.
Requests involving faulty, damaged, incorrect or undelivered items will be reviewed in accordance with our refund policy.
Once we receive and inspect your returned item, we will notify you whether your refund has been approved or declined, subject to our refund policy. If approved, your refund will be processed to your original payment method within 10 business days.
Please note that additional processing time may be required for your bank or payment provider to reflect the refund in your account.
If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us through the Contact section of the OzEssentials website.