Refund policy
Changed Your Mind? No Problem!
At Oz Off Road, we want you to be completely satisfied with your purchase. If you’re not fully happy with your order, we offer a hassle-free return and exchange process. Please review the details of our return policy below:
Eligibility for Returns
You may return or exchange any product within 30 days of receiving your order, provided the following conditions are met:
- The item is in resalable condition (unused, undamaged, and in its original packaging).
- All original tags, labels, and accessories must be included.
Return Process
To initiate a return, please contact our customer service team at enquiry@ozoffroad.com.au within 30 days of receiving your order. Once your return request is processed, we will provide you with detailed instructions.
Shipping Charges & Restocking Fee
- You will be responsible for both the original shipping costs and the return shipping fees.
- A restocking fee of 10% will be deducted from your refund for all returns and exchanges.
- If your order included free shipping, please contact us to confirm the original shipping cost, which may be deducted from your refund.
- If your order is canceled during transit, the same return policy applies.
Refunds, Credits, or Replacements
- Once we receive your returned item and confirm it is in resalable condition, we will process your refund, store credit, or replacement.
- Refunds will be issued to the original payment method used for the purchase. Please note that it may take 5-10 business days for the refund to appear on your statement.
- For exchanges, the new item will be shipped after the returned item is received and inspected.
Non-Returnable Items
Certain products may not be eligible for return due to their nature (e.g., personalized items, opened software, etc.). Please review the product description or contact us for further information.
Timeframe for Returns
We cannot accept returns or exchanges for products after 30 days from the date you received your order.
Thank you for shopping with Oz Off Road. If you have any further questions or need assistance, please feel free to reach out to our customer support team.
FAULTY OR INCORRECT ITEM?
We want to ensure you’re completely satisfied with your purchase. If you received a faulty or incorrect item, please follow the steps below:
Return Process
- Contact Us ASAP: To initiate a return, please reach out to our customer service team as soon as possible at enquiry@ozoffroad.com.au
- We will provide you with a return shipping label, and the return shipping cost will be covered by us.
Replacement, Refund, or Credit
Once the faulty or incorrect item is returned and inspected, we will offer you one of the following options:
- A replacement item, if available.
- A full refund, including the original shipping costs.
- Store credit, if you prefer.
Eligibility
To be eligible for a return due to a faulty or incorrect item, the product must be reported within 30 days of receiving your order. After this period, we may not be able to process a claim.
We apologize for any inconvenience and will do our best to resolve the issue as quickly as possible. Thank you for shopping with Oz Off Road.
ITEM DAMAGED IN TRANSIT?
We take great care in packing your order, but in the rare case that your item arrives damaged, we're here to help. Please follow the steps below to ensure a smooth resolution:
Steps to Take
- Contact Us Immediately: If your item is damaged upon arrival, please do not install or use the product. Contact our customer service team right away at enquiry@ozoffroad.com.au to report the damage.
- Provide Documentation: To process your claim, please include clear photos of the damaged item, the packaging, and any shipping labels. This helps us assess the situation and resolve the issue quickly.
Resolution
Once your claim is reviewed, we will offer one of the following solutions:
- A replacement item, if available.
- A full refund, including the original shipping cost.
- Store credit, if preferred.
Important Note
- Claims must be made prior to installation. We will not be able to process any damage claims for items that have been installed or used.
- Please contact us within 30 days of receiving your order to report any damage. Claims made after this period may not be eligible for a refund or replacement.
We strive to resolve any issues promptly and to ensure that you are completely satisfied with your purchase. Thank you for shopping with [Your Company Name]!
WHEN do items need to be returned by?
To ensure a smooth return process, items must be returned within 30 days of receiving your order.
- If you contact us after 30 days from the date you received the item, we will not be able to accept your return.
Please make sure to initiate your return within this timeframe to be eligible for a refund, replacement, or exchange. If you need assistance, feel free to reach out to our customer service team at enquiry@ozoffroad.com.au
WHERE do items need to be returned to?
Please send all returns to the following address:
Oz Off Road
2065 Castlereagh Road
Penrith, NSW 2750
Return Hours:
Monday – Friday: 8:30 AM – 4:30 PM
If you need any assistance with the return process, don’t hesitate to contact our customer service team at enquiry@ozoffroad.com.au
Shipping & Delivery Policy
At Oz Off Road, we strive to ensure that your order arrives promptly and in perfect condition. However, please note the following important details regarding our shipping and delivery policies:
Shipping Times
- Shipping times are estimated and may vary depending on the carrier, shipping method, and your location. We are not responsible for delays caused by the shipping carrier or external circumstances such as weather, holidays, or other unforeseen events.
- Once your order is dispatched, we are unable to control the delivery timeline and cannot guarantee an exact arrival date. Please allow for potential delays.
Shipping Delays
- Refunds for Delayed Shipping: We do not offer refunds or compensation for any delays caused by shipping carriers. If your order arrives later than expected, please reach out to the carrier directly for more information on the status of your delivery.
- Shipping Errors: In the rare event that we make an error with the shipping of your order, please contact us immediately and we will work with you to resolve the issue.
Important Note
By placing an order with us, you acknowledge that you understand that we do not offer refunds or compensation for shipping delays.
If you have any further questions or concerns about your delivery, please don’t hesitate to contact our customer service team at enquiry@ozoffroad.com.au