RETURNS & EXCHANGES
WHAT IS THE OZMAH RETURN POLICY?
You can return most things purchased online within 14 days from the date of receipt if the product is faulty in any way. OZMAH™ reserves the right to refuse a refund due to no fault, change of mind if you change your mind for orders delivered in Australia. All faulty products will receive free delivery using an eParcel.
What can I return?
- ✔ Return within 14 days from date of receipt.
- ✔ Includes your proof of purchase.
- ✔ Item must be unworn, unwashed, unused with all original tags/labels attached.
- ✔ If purchased at an OZMAH™ store, items must be returned to the original store.
- ✔ If purchased online via (refund only or exchange) returns must be made via the online returns system.
What can't I return?
- ✗ Any products due to change of mind.
- ✗ Tights, scarfs, shawls, head wear.
- ✗ Products on clearance.
- ✗ Products with your perfume, makeup, or deodorant on the merchandise.
- ✗ Personalised items, tailored items.
- ✗ Worn, pinned, damaged caused by wear and tear.
You can create a new return request using our easy online returns system. All you need is your order number and email address with which you placed the order, which can be found in your order confirmation email.
RETURNS & EXCHANGES
Please file your exchange/store credit request here and enter your order number and e-mail ID. You will be guided on further steps.
HOW CAN I REQUEST A RETURN, EXCHANGE OR REFUND?
For refund requests, kindly send us email with your request with your order number.
The safety of the goods is your responsibility until it reaches us. Ensure you include the Return invoice with your parcel and shall you be required to declare the value of the parcel, kindly mention the same value as it is mentioned on the Return invoice enclosed to the parcel you have received & clearly stating that the package contains ‘RETURNED GOODS’. Shall you misplace such invoice, please advise us.
*Terms & Conditions: all goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you send the package by a method which insures the value of the goods, as well as retaining your proof of postage. If the goods do not reach us within 14 days of receipt, we reserve the right not to process your return. In order to process a refund, the goods must be returned to us intact, unworn, undamaged and within 14 days of receipt of goods. When trying on items of clothing, please ensure do not use unnecessary force and ensure you are not wearing perfume / or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. In the interest of hygiene, we do not offer refunds on any tights, scarfs, shawls, head wear.
Please file your exchange/store credit request here.
RETURN SHIPPING COSTS
Return the product(s) in new and unworn condition in the original packaging in accordance with our returns policy. We do not refund the original shipping fees, however.
All product packaging and invoices must be returned with the product. Any product(s) returned without original documentation will be rejected.
If you choose to return the item on your own, you'll pay the carrier at the time you ship your return.
Eligible product(s) must be returned using a trackable shipping method with door-to-door delivery. Kindly return the item to the following address:
OZMAH FACTORY OUTLET
Shop 3, 12-20 reservoir Drive,
If the date on your credit card has expired or for any reason the original card has been cancelled, please Note It is not possible to refund to a different card. the refund to the old card number will credit, the funds will transfer to the correct account, though it may take longer than normal. If your Bank have been issued a new card as a replacement for the old card (but still linked to the same account).
If a promotional discount was applied to your original order, the amount charged and eventually refunded if necessary will be adjusted to allow for the revised order value and appropriate discount level.
Please note, in the case of a full refund being demanded, all complementary items received within the package must be returned too. If your item was a part of a promotional package, for e.g.: Buy one get one free; the free item must also be returned, otherwise, the cost of the free item will be deducted from the refund amount initially due.
All returns are processed in order of arrival. Once received, a return may take up to 7 working days to be processed or more during busy and sale periods.
If you have not heard from our returns team within 10 working days of your parcel being delivered, please email us.
Customers will receive an email notification once their return has been processed (please check your Spam/Junk folder for this automated message). Kindly note, once a refund has been completed by OZMAH™, the time frame it can take to appear in your bank account will depend on your bank's policy. As a general guideline, funds may take up to 10-14 days to appear in your account once a refund has been issued.
Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer.
FREE SHIPPING OFFER
From time to time OZMAH™ will offer free shipping promotions. To be notified by email, simply sign up to our email updates. Free shipping promotions will be applied at check out, please note, in the case of a full refund being demanded, OZMAH™ in its turn will deduct from the client the shipping charges.
You have the right to cancel your order or any item purchased online from OZMAH™. If you have not yet received your order, please contact us as soon as possible to arrange a cancellation before the order is dispatched for a full refund.
All order cancellations must be made in writing, quoting your order reference number, within 2 working days starting the day after you receive your order. If your order has already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed above so we can process your refund.
We will issue a full refund for items purchased online that are returned exclude shipping costs. The cost of return and care of the package are your responsibility until it reaches us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery.
REFUSING OR NOT ACCEPTING TO RECEIVE A SHIPPED ORDER
Please note that once the order is shipped, the customer is obliged to receive it. Shall a customer show no response to a courier company or fail to receive it or refuse receiving the order at the country of destination (due to tax payment or other reasons), the parcel will be returned to OZMAH™.
OZMAH™ in its turn reserves the right to deduct from the client the following: shipping charges (both ways) as well as any duties imposed at the country of destination and in the country of origin. Remaining amount (if any) will be refunded to the customer.
CLEARANCE & SALE ITEMS
Any Clearance/Outlet/Sale items cannot be refunded/ Only Exchange is eligible. Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact us.
ACCESSORIES & SCARVES(HIJABS)
In the interests of hygiene, all of our accessories (including embroidered hijab caps, embroidered hijab/head bands, bridal scarves (hijabs), hijab pins and all jewellery) have a strict no refunds/exchange policy. Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact email us.
We reserve the right to refuse refunds if the above procedures have not been followed.
WHO GETS REFUNDED IF I RETURN A GIFT?
The refund will be credited to the original card or account used to purchase the gift.
CAN I RETURN AN ITEM TO A RETAIL STORE?
Goods purchased from ozmah.com must be returned via our online returns system. Ozmah goods purchased in an Ozmah store can be returned to the original store of purchase as all stores do not carry the same products.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Once your refund has been approved and you have received your number to complete your returns label, simply send the item back to us. We have teamed up with Australia Post to enable you to Track your return using the Australia Post article ID on your return label. (https://auspost.com.au/track). Upon receipt of the item we will refund/credit your account in approximately 3-5 business days.
WHAT HAPPENS IF MY PRODUCT IS FAULTY?
OZMAH™ takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. If your product was delivered within Australia, you can create a new return request for faulty items using our easy online returns system (outlined above).
In instances where your order is delivered outside of Australia, please contact our Customer Service team on +613 9303 7735. (between 8am and 5.30pm AEDT Monday to Friday) who will advise and assist with the returns process. Ozmah will ensure all costs associated with returned faulty goods, including delivery, is at no expense to you, including international orders.