In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refer to OZZY ONLINE EC PTY LTD.

Warranty for damaged goods or missing parts

1. You must submit a warranty claim form.
2. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
   1. send missing parts (if applicable);
   2. suggest a method of self-repair (if applicable).
   3. replace the product (subject to availability);
   4. offer an alternative product; or
   5. offer a partial or full credit voucher or refund.
3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
4. You should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
5. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch from our sellers.

Change of mind request procedure

You must submit the form about any change of mind refund request. Change of mind requests are solely based on a case by case basis. Please do not return the product to us until your request is accepted and our representative sends you a confirmation email.

If a change of mind request is accepted by the sellers, and you have been / have not been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 20% of the item price and the shipping fee.

Product Assembly Service

Couriers will not unpack or assemble items on delivery. We do not provide product assembly service.

Warranty Claim / Change of Mind Request Form