Return & Refund

Refund, return and replacement procedure for damaged/faulty goods or missing parts

1. If a customer is entitled to a refund, please send the request via our email contact@ozhotdeal.com.au and we will advise if the product needs to be returned by the customer. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.
2. If a customer is entitled to a replacement or spare part, please send the request via our email contact@ozhotdeal.com.au, and we will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part, but:

a/ There is an address discrepancy with the order (which is due to your error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or

b/ An incorrect product is returned to our warehouse, we will not be responsible for these products or have any obligation to return these to the customer.

Change of mind (COM) refund requests

We do not accept “change of mind” refund requests for:

1. health and safety products ;
2. bulk purchases (including by pallet or pick up); or
3. products that are opened ( product must be in unopened and in its original packaging).

We seek your kind understanding that if the customer can not provide photos for the defective/ faulty/missing parts, we can only accept the return as a “change-of-mind (COM)”

• We only accept change of mind within 14 days after the item is delivered.
• Please send us an email including pictures or video of the condition of the product received and an explanation on why they would like to return product and if the item is eligible for return.
• For COM product must be in unopened and in its original packaging.
• Please do not return the product to us without our prior consultation – credit will not be given in this case.
• We prefer that returns due to "change of mind" are done so at the customers arrangement.
• If return label provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 25%
• If return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 25%
• If customer changes their mind before item is received and require action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 25%
• All items that are returned due to incorrect or incomplete delivery information will be treated as a "Change of Mind" returns including items Returned to Sender due to being unclaimed

 

Refund Guarantee

Normally, if you change your mind, we'll give you a store credit. However, if  you change your mind, we'll provide a refund to your original method of payment. Our Refund Guarantee is subject to the terms and conditions applicable to 'RETURNS'. Please note that some items are specifically excluded from all change of mind returns.

Cancellations

After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours.

Exchange

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

Wrong product delivered.

Very rarely we may accidentally ship to the wrong product to you. If you have received an incorrect product, please let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.

Faults and damages

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, contact us immediately via: contact@ozhotdeal.com.au

If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.

Our Rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults and Damages policy.

 

Last updated: 25 March 2023.