Refund & Return Policy – Ozilo (AU Version)

Last Updated: 29/12/2025

At Ozilo, we want you to shop with confidence. This policy outlines your rights and our obligations under Australian Consumer Law (ACL), as well as our own store policies for returns, refunds, and exchanges.

1. Change-of-Mind Returns (14 Days)

We offer a 14-day change-of-mind return period from the date you receive your item.

To be eligible for a change-of-mind return:

• The item must be unused
  
  

• In its original packaging
  
  

• With all tags, manuals, and accessories included
  
  

• A receipt or proof of purchase must be provided
  
  

Return shipping cost for change-of-mind returns is the customer’s responsibility.

Items sent back without first requesting a return will not be accepted.

2. Damaged, Faulty or Incorrect Items (Australian Consumer Law)

Please inspect your order upon delivery and contact us immediately if:

• The item is faulty
  
  

• The item is damaged
  
  

• You received the wrong product
  
  

This allows us to evaluate the issue and make it right.

Under Australian Consumer Law (ACL), you are entitled to:

• A refund, replacement, or repair for a major failure
  
  

• A repair or replacement if the issue is minor
  
  

• Reimbursement for reasonable return shipping costs for faulty items
  
  

Return shipping for faulty, damaged, or incorrect items is paid by Ozilo.

We may request photos or videos to verify the issue.

3. Non-Returnable Items

For hygiene, safety, or customization reasons, the following items cannot be returned unless they are faulty:

• Personal care products
  
  

• Beauty items
  
  

• Hazardous materials or flammable liquids
  
  

• Custom-made or personalized items
  
  

• Perishable items (food, plants, etc.)
  
  

• Gift cards
  
  

Important (ACL Requirement)

Even if an item is on sale, if it is faulty, you still have the right to a repair, replacement, or refund.

4. Exchanges

The fastest way to get the item you want is:

1. Submit a return request
   
   

2. Return the original item
   
   

3. Place a new order once your return is approved
   
   

We process exchanges only after the returned item is received and inspected.

5. Cancellations

You may cancel your order within 12 hours of placing it, provided it has not yet been processed or shipped.

• If already shipped → cancellation is not possible
  
  

• You may still return it under our regular return policy (conditions apply)
  
  

6. Refund Processing Time

After receiving and inspecting your return, we will notify you of approval or rejection.

If approved:

• A refund will be issued to your original payment method
  
  

• Allow up to 10 business days for the refund to appear
  
  

• Bank or credit card processing times may vary
  
  

If more than 15 business days have passed since approval, please contact us.

7. EU Customers (If Applicable)

If your order is shipped to the European Union, you may cancel or return your order within 14 days for any reason.
Items must be unused, in original packaging, and accompanied by proof of purchase.

8. Contact Us

For all return, refund, and warranty questions, please contact us.

We respond within 24–48 hours.