Here at Oz General Store we like to offer the maximum service to our customers and help out the best we can. If you receive a damaged product or a change of mind on the order please contact our team at firstname.lastname@example.org or (03) 9791 5590. The Return Policy applies to our Online and Retail side of Oz General Store.
To initiate a return please email email@example.com with your Order Number and reason for return, and image of damaged product if returning for damaged reasons. One of our Customer Support Team will be in contact to discuss options.
Oz General Store reserves the right to refuse returns that do not comply with our standards; alternatively, you can send us an image of the product being returned for approval to avoid further charges or hassles.
Refunds will be processed through our payment provider within the working week to the original payment method used in the transaction. We do not offer alternate forms of refund.
PLEASE DO NOT RETURN ANY PRODUCT TO US WITHOUT LETTING US KNOW PRIOR! CREDIT WILL NOT BE GIVEN IF SO!
Oz General Store understands that things circumstances change and we offer a 7-business day Change Of Mind Policy from the day of pickup or delivery. This policy can be used on any unopened and unused product but for customers to understand it comes with a 20% restock fee and return shipping to be paid via customer. Once item has been returned and checked with Warehouse we will refund 80% of product fee but please note original shipping will not be refunded.
Oz General Store accepts if an incorrect item has accidentally been packed or an unopened damaged product given from supplier may have been sent. If this is the case please let us know within 3 business days of pickup or delivery. Please email firstname.lastname@example.org with your Order number and image of the product with a description if its wrong item or damaged. Our team will be in contact to discuss options. We will ether offer a full refund or offer replacement or another option if required based on circumstance (PLEASE NOTE: Depending on order the incorrect item may have to be returned first then a correct item dispatched)
Oz General Store understands that products may be damaged in transit or lost in transit. Our packing teams do the very best they can but once in delivery companies hands its out of our control.
-If your product is damaged in transit please notify us with 3 business days of arrival at email@example.com with your Order Number and product image of damage including the state of the box it was dispatched in or (03) 9791 5590 with Order Number available to give to the team. Our Customer Support Team will open a case with delivery company for confirmation and till this is confirmed we will not be able to dispatch a new order or refund. Once confirmation from delivery company is confirmed we will offer a refund or send a replacement based on what customer would like to do.
-If your product is delayed given a few days after ETA of arrival please notify us as soon as possible at firstname.lastname@example.org with your Order Number. We will lodge a case with delivery company. PLEASE NOTE: We cannot dispatch or refund order till confirmation from delivery company on status of your order. This process can take a couple days. Once confirmation from delivery company is confirmed we will offer a refund or send a replacement based on what customer would like to do.
If you received your product and just not happy with it for whatever reason please let us know at email@example.com or (03) 9791 5590. Please note that if correct product has been dispatched but you are not happy with it then this is classed under the Change Of Mind Policy as we dispatched the correct product to what you purchased. You are welcome to send back to us at customer expense and once we receive we will refund 80% of the product fee excluding original postage.
To file a claim please contact our friendly staff at firstname.lastname@example.org or call (03) 9791 5590.