Return & Refund Policy

Refund & Return Policy

Last updated: 23 January, 2026

At Oz Essentials Store, we want you to be happy with your purchase. If you’re not completely satisfied, here’s our simple process for returns, refunds, and exchanges.

1. Return Window

You have 14 days from the date you receive your item to request a return.

To be eligible, items must:

  • Be in the same condition as received

  • Be unworn or unused, with tags

  • Be in the original packaging

  • Include the receipt or proof of purchase

2. How to Request a Return

To start a return, contact us at:

📧 ozessentialsau@gmail.com

Please provide:

  • Your order number

  • Delivery address

  • Reason for return

Our team will send you a return form and instructions.

3. Sending Your Return

All returns are processed at our supplier/manufacturer facility in Asia.

  • Carefully package the items with the completed return form

  • Ship to the address provided in your return instructions

  • Include a tracking number (Track & Trace) — you are responsible for return shipping costs

  • Return shipping is non-refundable; international shipping may cost up to AUD $35

⚠️ Please note: due to international shipping, returns may take longer to reach our facility.

4. Refunds

Once we receive and inspect your return:

  • We will notify you if the refund is approved

  • Approved refunds are processed back to your original payment method within 5 business days

  • Bank or card processing times may vary

If more than 15 business days have passed since approval and you haven’t received your refund, contact us at:
📧ozessentialsau@gmail.com

5. Exchanges

We do not process direct exchanges. To get a different item:

  1. Return the original item following the steps above

  2. Make a new purchase for the replacement item

6. Damaged or Incorrect Items

Please inspect your order upon receipt. Contact us immediately if:

  • The item is defective or damaged

  • You received the wrong item

We will evaluate the issue and work to resolve it promptly.

7. Non-Returnable Items

Certain items cannot be returned:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized products

  • Personal care or hygiene items (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

If you’re unsure whether your item is eligible, contact us before returning.

8. International Returns

Since our returns are processed overseas, please note:

  • Shipping outside Australia is required

  • Return shipping costs are your responsibility

  • Costs can vary; check with your shipping provider before sending

  • We cannot refund international shipping costs

9. Consumer Rights

Nothing in this policy limits your rights under Australian Consumer Law. This includes rights to a repair, replacement, or refund if the goods are faulty, not as described, or do not meet acceptable quality standards.

10. Contact Us

For any questions regarding returns, refunds, or exchanges, contact:

📧 ozessentialsau@gmail.com