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Comprehensive coverage
Your purchase is protected if it is damaged during transit or if the order does not arrive.
OzProtect
Protect your delivery with OzProtect
OzProtect Shipping Protection is designed to give you added confidence from the moment your order is placed through to delivery. It provides support if your order is damaged during transit or does not arrive.
Extra confidence for your Ozlighting order
Lighting plays an important role in creating the right atmosphere throughout your home or business. OzProtect provides an easier way to resolve eligible transit damage and non-delivery claims.
OzProtect
Shipping Protection
What is included
Shipping protection benefits
OzProtect provides added support for eligible orders affected by transit damage or non-delivery.
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Priority support
OzProtect claims are prioritised by our customer service team to help provide a faster resolution.
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Simple claim process
Submit your order details, a description of the issue and any relevant photos without lengthy claim forms.
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Flexible resolution
Choose between a refund or replacement, subject to assessment and replacement stock availability.
Adding protection
How OzProtect works
OzProtect must be selected when placing your order. The applicable cost will be displayed during checkout.
Add OzProtect at checkout
Select OzProtect Shipping Protection during checkout to include it with your purchase.
Your order is dispatched
Your order is carefully packed and dispatched to the delivery address provided.
Contact us if something goes wrong
If the order is damaged during transit or does not arrive, email our team with the information required to assess your claim.
Important: OzProtect should be added at the time of
purchase. If you forget to add it, please contact our team as soon as
possible.
Making a claim
What to send our team
Providing complete information helps our team assess the issue and work towards a resolution as quickly as possible.
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Email your claim
Send your claim to sales@ozlighting.com.au .
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Include your order reference
Provide your Ozlighting order number so our team can locate the purchase and confirm OzProtect was added.
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Describe the issue
Explain what happened, where the product is damaged or what delivery problem has occurred.
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Attach supporting photos
For damaged deliveries, include clear photos of:
- The damaged product
- The internal packaging
- The external packaging
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Tell us your preferred outcome
Let us know whether you would prefer a refund or replacement. Replacements are subject to stock availability.
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We prioritise the claim
Our customer service team will review the information and work towards a prompt resolution.
Submit an OzProtect claim
Include your order number, a clear description of the problem, supporting photos and your preferred resolution.
Resolution options
Refund or replacement
Let our team know which option you would prefer when submitting your OzProtect claim.
Replacement
An eligible damaged or undelivered product may be replaced, subject to product availability and claim assessment.
Refund
You may request a refund as your preferred resolution. Our team will confirm the outcome once the claim has been reviewed.
Frequently asked questions
OzProtect information
Find answers about eligibility, pricing, support times and when OzProtect needs to be added.
Can OzProtect be added to any order?
Yes. OzProtect can be selected for any eligible Ozlighting order during checkout, giving you added protection regardless of the products being purchased.
How much does OzProtect cost?
The cost of OzProtect is calculated according to the value of your order and will be displayed at checkout before payment.
When must OzProtect be added?
OzProtect must be added at the time of purchase. If you forget to include it, contact our team as soon as possible to check whether it can still be added before the order progresses.
What does OzProtect cover?
OzProtect provides support where an order is damaged during transit or does not arrive.
What evidence is required for damaged products?
Please provide clear photos of the damaged product, internal packaging and external packaging, along with your order number and a description of the damage.
When is customer support available?
Our customer support team is available Monday to Friday from 8:00am to 8:30pm. The average response time is approximately 24 hours.
Need help with OzProtect?
Email sales@ozlighting.com.au or call 1300 858 360 . Please have your order number ready when contacting our team.