Refund policy

Return & Refund Policy | Ozo.Zone

At Ozo.Zone, we stand behind the durability and craftsmanship of our waterproof jewelry and home lifestyle essentials. Our returns and refunds policy is fully compliant with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.

1. Consumer Guarantees (Faulty, Damaged, or Incorrect Items)

Under Australian Consumer Law, our goods come with statutory guarantees that cannot be excluded. You are entitled to a remedy if a product fails to meet acceptable quality, does not match its description, or is unfit for its intended purpose.

  • Major Failure: If a product has a major fault (e.g., severe plating defect upon arrival, broken mechanism, or completely wrong item received), you have the right to choose between:

    1. A full refund to your original payment method.

    2. A free replacement of the item.

  • Minor Failure: If the issue is minor and can be easily remedied, we will offer to repair or replace the item free of charge.

Note: You are required to provide reasonable proof of purchase (such as your order confirmation email or invoice). For faulty items, Ozo.Zone will cover return shipping costs or reimburse reasonable postage fees.

2. Change of Mind Returns

Under Australian Consumer Law, businesses are not legally required to offer refunds or exchanges for a simple "change of mind". However, at Ozo.Zone, we want you to love your purchase. We offer a 30-Day Change of Mind Exchange or Store Credit under the following conditions:

  • Timeframe: You must initiate your return within 30 days of receiving your order.

  • Item Condition: Items must be unworn, unused, in their original condition, and returned in all original packaging.

  • Return Shipping: Customers are responsible for paying their own return shipping fees for change-of-mind returns. We strongly recommend using a trackable shipping service.

  • Exclusions: For hygiene reasons, earrings cannot be returned for change of mind unless faulty. Final sale/clearance items are store credit or exchange only unless faulty.

3. How to Initiate a Return

  1. Contact Us: Email our support team at support@ozo.zone with your order number, photos/videos of the item (if claiming a fault), and the reason for the return.

  2. Authorization: Once reviewed, our team will send you a Return Authorization (RA) number and return address instructions.

  3. Pack & Ship: Securely pack your item(s) in original packaging and post it to our provided returns center.

  4. Processing: Once received and inspected, refunds or store credits will be processed within 3–5 business days. Refunds will be returned to your original payment method.

4. Contact Information

For any questions regarding returns, repairs, or warranty claims, please reach out to: