Refund Policy

SECTION 1 - Returns & Refunds

All conditions outlined below follow The Australian Consumer Law Consumer Rights & guarantees.

We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please also read all of the information and instructions provided on each product page to ensure you are using our products correctly and safely.

Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.

Our money back guarantee policy lasts 14 days, which really is our "Risk Free - Money Back Guarantee." If you receive your item and you change your mind within those14 days, there are conditions that need to be met outlined below before you are entitled to a full refund.

If it’s been over 14 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product is damaged and/or not working.

Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. But we encourage you to be honest and inform us at the earliest inconvenience.

Refunds are not applicable if 14 days go by and:

You have received your order and have changed your mind
The order or specific products were placed by mistake and you let us know after the 14 days
You found the product cheaper elsewhere
Mis-used the product in any way that caused the damage or against our advice
Decided you no longer had use for it
Knew or were made aware of the faults before purchasing the product

Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return, if this is over the 14 day period.

For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask that the product remain in good physical condition, if we decide to return it.

If you seek a refund for a change of mind within the first 14 days, we ask that the product remain in good & original physical condition.

Prior to you returning your item (if we decide on this), we will require you to contact us via the contact page with the subject line “Refund” and your order number. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form.

If we request you to return your item. A return address will be provided.

If your refund request falls within our refund policy, we will pay for the return shipping, but you will need to pay it first, the product must arrive & a valid postal receipt must be shown to us, in order for us to pay for that - bank transfer or paypal will be our preferred form of paying for the extra shipping you have incurred returning your products.

Once a refund has been processed, then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends.

If you have any questions about your refund money arriving (after it’s been processed), please firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time.

SECTION 2 - Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us.

SECTION 3 - Shipping

Shipping costs will be covered for you if your product is faulty and you are asked to return it, if you change your mind during the 14 days and you want a refund & we ask you to return it, you will cover the cost of shipping. Anything out the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (partial refunds etc after14 daysand not due to faulty product).

ENDING NOTES & RECAP

If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via the Contact page :)

Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form.

Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product, postage), please contact us to resolve things.

Postage can sometimes take time, but we have listed that on our “Shipping Information” page, linked below in the footer and header of the website. We look forward to doing business with you. Thank you.

Return Policy for Change of Mind (COM)

To initiate a return for a change of mind, please ensure that the product remains unopened and in brand new condition. The return shipping is to be organised by the customer. Upon receiving and verifying that the item meets the specified conditions, a refund will be issued for the item's value, minus a 15% restocking fee (excluding the initial shipping cost).

In cases where the return results from a delivery failure due to customer error, an additional return charge equal to the initial shipping cost will be deducted from the refund. Please note that for the well-being of our staff and the safety of all customers, we are unable to accept returns for personal use items.

LATE OR MISSING REFUNDS (IF APPLICABLE)

Refunds can take up to 4 full business days to appear in your bank account, for some customers this may be more, for others, less. If you haven’t received a refund yet, first check your bank account, then contact your credit card company, it may take some time before your refund is officially issued. Next contact your bank. There is often some processing time before a refund is issued. If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. It is our intention to help you, usually you can solve things in a timely manner with your bank, but of course, if they are no help, please reach out to us again.

Opened items cannot be returned

Unless the item is proven faulty, items such as pillows and some other personal use items cannot be returned or exchanged for hygiene and health security reasons. Please, read the item description carefully before placing your order.

Please note that we don't accept exchange or change of mind on electric items unless the item is proven faulty, electric items cannot be returned or exchanged for safety reasons. Please, read the item description carefully before placing your order.

Refunds policy sign

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.

This is when the item:

has a problem that would have stopped someone from buying the item if they had known about it
is unsafe
is significantly different from the sample or description
doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time.

If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase — eg your receipt.

Please note: If a you decide to return a product due to a change of mind and we accept it, we reserve the right to deduct a 15% restocking fee from the refund amount. This fee covers handling and processing costs associated with the return. The remaining amount will then be refunded to the you.

Customer Complaints and Bullying

At Oz Essentialz, we are committed to providing outstanding customer service and addressing any legitimate concerns or issues our customers may encounter. We value open and respectful communication with our customers.

However, we reserve the right to maintain a safe and respectful environment for our staff and to uphold the integrity of our return and refund policies. We understand that issues may arise, but we will not tolerate abusive, threatening, or bullying behavior towards our customer support representatives or any other employees.

In cases where a customer engages in such behavior, including unjustified threats of complaints to external organizations, or threats to post negative reviews on social media or our website, we reserve the right to take the following actions:

Document the communication: We will document all interactions with the customer to ensure a clear record of events.
Warn the customer: We will issue a warning to the customer, reminding them of our commitment to respectful communication and explaining the impact of their behavior.
Terminate communication: If the customer continues to engage in disrespectful or abusive behavior, including threats to post false negative reviews, we may choose to cease further communication with them.
External organizations: If a complaint is made to external organizations (e.g., Consumer Rights), we will provide accurate and detailed information about the case, including our efforts to address the customer's concerns professionally and within our policy guidelines.

Our priority is to maintain a positive and productive relationship with our customers. We appreciate your understanding and cooperation in adhering to these guidelines, which allow us to serve you and all of our valued customers more effectively.

Oz Essentialz reserves the right to update and modify this policy as needed to ensure the best possible customer experience while maintaining a respectful and safe working environment for our staff.

Please Note:

At Oz Essentialz, we strive to provide our customers with high-quality products that deliver the promised benefits. However, we understand that each individual's body may respond differently to our products. Therefore, it is important to note that the results achieved from using our products may vary from person to person.

While we have carefully curated the product descriptions and highlighted the potential benefits on our website, it is crucial to acknowledge that these descriptions are meant to provide a general understanding of the product's intended effects. The efficacy of the product is contingent upon various factors, including individual body composition, lifestyle, and personal circumstances.

We firmly believe in the quality and effectiveness of our products, which have undergone rigorous testing and received positive feedback from many satisfied customers. However, we also recognise that personal experiences may differ. For example as such, we do not guarantee specific outcomes or claim that our products will completely eliminate cellulite or achieve body toning for everyone.

We value our customers' satisfaction and encourage open communication. If you have any concerns or questions regarding the product you have purchased, please feel free to reach out to our dedicated customer support team. We are here to assist you and provide guidance on how to maximise the benefits of our products.

Please carefully consider your purchase and personal expectations before completing your order. We apologise for any inconvenience, but we cannot offer refunds based solely on individual experiences that may not align with the expected results as described on our website.

*** If you have simply changed your mind because (e.g. you found it somewhere cheaper or no longer want it, or the item that you purchased is not helping you with the issue you have the way you want it to or didn't do enough research on the use of the product), or no longer need it for any reason, you are not necessarily entitled to a refund or exchange unless proof faulty and the item is still in its original packaging and unopened. Also you're responsible for the postage.

*** You need to make sure you check the size, the colour, and the quality of the product. You need to do your own research on the product, also make sure the product that you are purchasing is what you want before you purchase, we do not accept any responsibility for any of these mistakes if you opened the item.

Please note that our products do not cure or solve any chronic condition, pain and other health conditions, if you're seeing help for a cure or fix of any medical condition or being pain-free from chronic aches and pain please seek advice from your professional medical experts.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Cancellation Policy For Fraudulent:

Please note: We have a Fraud Analysis set up in our system which can detect suspicious fraud. If you placed your order and our system detects suspicious fraud for any reason, we do have all the rights to cancel your order right away.

Please note that after the cancellation has been made your payment takes up to 10 business days to reach your bank account and be fully refunded. It all depends on your bank. Please note that we can not speed up the process of the refund.

Consumers’ responsibilities – goods:

The law aims to give consumers and sellers a fair go. It is not designed to protect consumers if they are careless or make unreasonable demands. There are several circumstances when consumers are not entitled to a remedy from the seller.

Sellers do not have to give refunds, credit or exchanges if consumers:

• change their minds, decide they do not like the goods or have no use for them (except in cases where other legislation provides for a ‘cooling off’ period – for example, door-todoor sales)

• discover they can buy the goods cheaper elsewhere (except where the seller provides a guarantee that the goods cannot be purchased cheaper elsewhere)

• examine the goods before buying and ought to have seen any obvious fault

• had the defect drawn to their attention before buying (for instance, when goods were labelled as seconds, or faults were clearly marked)

• damage the goods by using them in a way they were not meant to be used.

Return or Refund after using the product

Some opened items cannot be returned such as vacuumed pillows and other personal products. our factory vacuumed pillows when they open cannot fit back in their original package and can not be resold! Please read our policy and also product descriptions before making your order.

Unless the item is proven faulty, items such as pillows, seat cushions, Compression socks, beauty devices, and so on, which are in direct contact with skin cannot be returned or exchanged for hygiene and health safety reasons, it is a high risk of health hazards Please, read the item description carefully before placing your order.

We must clarify that our products undergo rigorous quality control checks before being dispatched to our customers, ensuring they are in working order.

Process for returning the item:

To start a return, you can contact us Here. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that our return postage address is different to our normal shipping address, Do NOT send your item to the address on the package, It will get lost and we can not accept that and no refund can be placed.

Thank you for choosing Oz Essentialz to shop. We appreciate your understanding and look forward to serving you with our premium products and exceptional customer service.

Please note that we have videos on how to assemble the chainsaw. If you purchased a chainsaw and if you can not assemble it properly and for example, the chain is still loose or the guide is not sitting properly we are not responsible and we do not accept return, exchange, or refund. You will need to watch the video properly and follow the instructions.

If you received a faulty or damaged item, please, send us a video and/or photo demonstrating what is wrong with the product so we assist you with it. Depending on the situation we may require you to send us the product back to better evaluate and send you a replacement or refund, as you prefer and if eligible.

Please note that without proof of the faulty product through video/videos or pictures we do not accept refunds or returns, regardless of the situation you are in we do need proof.

The shipping costs will be your responsibility and, if the product is confirmed to be faulty, we will refund the value back to you according to your postage receipt.

We are not responsible for returned items lost on the way to us.

*Please do not try to fix your item by yourself. Products that have been open or changed in any way will automatically lose right for refund or replacement.

For any question, You can always contact us Here.

**** Please note that Items on sale are non-refundable

*** Please note that if there is a delay in delivering your item you're not entitled to a refund! You just need to wait for your item to arrive on its time.

*** We ship with Australia Post, Toll, Aramex Australia & New Zealand and they are currently experiencing delays in their delivery times and the latest flood have made a large impact on their systems and ability to ship products effectively. Therefore some items may take up to 4 weeks to deliver, you just need to let us know and we make sure your item will be delivered however you're not entitle for a refund if delay happens.

Please note that sometimes they don't get a chance to update their tracking numbers and also in some cases the delivery might take up to 28 days to arrive! So please communicate with us to make sure of the delivery of your item.

Thank you for understanding in advance!

*** It is your responsibility to ensure you have checked ALL information about the product that you purchased , including dimensions, the usage and the quality etc… of the item before purchasing.

Please DO YOUR OWN RESEARCH BEFORE PURCHASE, Thank you

HEALTH DISCLAIMER

This website provides general information about health and related subjects. The information about the products and other content provided in this website, or in any linked materials, are not intended and should not be construed as medical advice, nor is the information a substitute for professional medical expertise or treatment.

If you or any other person has a medical concern, you should consult with your health care provider or seek other professional medical treatment. Never disregard professional medical advice or delay in seeking it and hope to find the answer in our website and through our products because of something that has been read on this website or in any linked materials. If you think you may have a medical emergency, call your doctor or emergency services immediately.

The opinions and views expressed on this website have no relation to those of any academic, hospital, health practice or other institution.

You should not rely on this information as a substitute for, nor does it replace, professional medical advice, diagnosis, or treatment. If you have any concerns or questions about your health, you should always consult with a physician or other health-care professional. Do not disregard, avoid or delay obtaining medical or health related advice from your health-care professional because of something you may have read on this site. The use of any information provided on this site is solely at your own risk.