Returns & Refunds Policy
Last Updated: 22 October 2026
At Oz Puffify, we want every order to arrive as expected. If something isn’t right, don’t worry! Our friendly team is here to help sort things out.
This policy explains how we handle returns, refunds, damaged products and missing deliveries.
1. Your Rights Under Australian Consumer Law
All eligible purchases are covered by consumer guarantees under Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement.
For minor problems, we may be able to repair the product or provide another appropriate solution.
Nothing in this policy limits your rights under Australian Consumer Law.
2. Change-of-Mind Returns
We do not generally accept returns or exchanges simply because you’ve changed your mind, ordered the wrong item or no longer want the product.
Please check your order carefully before completing checkout.
This does not affect your rights if a product is faulty, damaged, unsafe or not as described.
3. Faulty or Damaged Products
Received something that isn’t working properly or arrived damaged? We’re sorry about that!
Please contact our team at [email protected] with:
- Your order number
- A short description of the problem
- Clear photos or videos showing the issue, where possible
We’ll review the information and help arrange an appropriate solution.
Depending on the issue and your rights under Australian Consumer Law, this may include a repair, replacement or refund.
4. Received the Wrong Product?
If we’ve accidentally sent you the wrong item, please get in touch with us.
Send us your order number and a photo of the product you received.
We’ll check what happened and arrange an appropriate solution at no additional cost to you.
5. What If My Order Never Arrives?
Haven’t received your parcel? No worries, we’ll help you look into it!
First, check your tracking information and have a quick look around your property in case your parcel was left somewhere safe.
If you still can’t find it, contact us with your order number and explain what happened.
Our team will investigate the delivery with the shipping provider.
If your order is confirmed lost or hasn’t been delivered, we’ll arrange an appropriate solution, which may include a replacement, refund or compensation where applicable.
We want to make sure you receive what you’ve paid for.
6. How Do I Request a Return or Refund?
Simply email us at [email protected] and explain the issue.
Please include your order number and any relevant photos or supporting information.
Our team will review your request and let you know the next steps.
If a return is needed, we’ll provide instructions on how to send the item back.
Please don’t send products to an address without first contacting us.
7. Return Shipping Costs
If a product is confirmed to have a problem covered by Australian Consumer Law, we’ll reimburse reasonable return shipping costs where required.
For products that are large, heavy or difficult to return, we’ll arrange collection or cover the return costs as required by law.
8. How Long Do Refunds Take?
Once your refund has been approved, we’ll process it as soon as reasonably possible.
The time it takes for the money to reach your account may depend on your bank or payment provider.
We’ll let you know when your refund has been processed.
9. How Will I Receive My Refund?
Approved refunds will generally be returned through your original payment method where possible.
If that isn’t available, we’ll contact you to arrange a suitable alternative.
We won’t require you to accept store credit instead of a refund when you’re legally entitled to a refund.
10. What If My Return Request Is Declined?
If we determine that your request isn’t eligible for a return or refund, we’ll explain why.
You’re always welcome to contact us if you have further questions or additional information.
We will continue to respect your rights under Australian Consumer Law.
11. Contact Our Support Team
Still need a hand? We’re always happy to help!
Business: Oz Puffify
Email: [email protected]
Support Hours: Monday to Friday, 10 AM–18 PM AEST.
Please include your order number when contacting us so we can help you faster.
