At Oz Marketplace, we want our customers to be completely satisfied with their purchases. If you receive a damaged or faulty product, we offer a 30-day return & refund period that commences from the date a delivery is confirmed as received (either via a customer confirmation or tracking confirmation of receipt)

To initiate a refund, please contact our customer service team within 30 days from the date that the damaged or faulty product was received. Please note that we reserve the right to ask for satisfactory photo or video evidence to be provided to highlight the extent of damage or fault with a product - which we will evaluate to help us determine a claim for refund. 

Once we receive a request for refund and acknowledge in writing (email or message) that a product was received in a damaged or faulty condition, we will approve and issue a full refund of the purchase price, including any applicable taxes and shipping fees.

Please note that while we aim to process and resolve refund claims within 3 working days, it can typically take an additional 5-7 days from the date a refund is approved before the refund actually appears in a customers bank account. Refunds of payment amounts will be made according to your original payment method.

Please note that In some cases after we acknowledge in writing (email or message) that a full refund had been approved and is due to be paid to a customer, we reserve the right to request for the customer to take such safe measures required as to destroy a faulty item on our behalf (and to provide relevant photographic evidence of the destroyed product) before we proceed and process a refund. This may occur at our discretion and in circumstances where we determine that it will be uneconomical for our business to provide for return shipping in these circumstances. 

If for any reason a customer request for a refund is denied by Oz Marketplace, a formal response will be issued to our customer in writing to outline why a full refund could not be granted.

Oz Marketplace will not accept returns or refunds for products that are not eligible for return due to hygiene reasons, such as earrings or swimwear. In addition, we will not accept returns or refunds of product due to a change of mind or heart, or on any basis other than due to a customers receipt of a damaged or faulty product.

If you have any questions or concerns regarding our return and refund policy, please contact our customer service team. We are always here to help and ensure that you have a pleasant shopping experience with us.