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Contact us within 7 days
Email sales@ozlighting.com.au within 7 days of receiving your order.
Refund Policy
Returns, Refunds and Warranties
Find information about change-of-mind returns, warranty claims, damaged deliveries and the details required to submit a request to our team.
30 days
Change-of-mind returns
Eligible unused products can be returned within 30 days.
7 days
Transit damage reporting
Notify us within 7 days of receiving a damaged or incomplete order.
12 months
Store credit validity
Approved store credits remain valid for up to 12 months.
Product support
Warranty claims
Warranty periods vary between products and manufacturers. Claims must be submitted within the applicable manufacturer's stated warranty period.
Proof of purchase
Please provide your Ozlighting invoice or order number so our team can confirm the purchase date and applicable warranty period.
Evidence of the fault
Clear photos, videos and a detailed description of the issue may be required so the fault can be assessed by Ozlighting or the manufacturer.
Licensed installation
Electrical products requiring installation must be installed by a licensed electrician in accordance with Australian laws and regulations.
Warranty outcome
Warranty is limited to replacement unless otherwise stated by the applicable manufacturer or required under applicable law.
For electrical products, we may request evidence that the product was
installed by a licensed electrician, such as an installation invoice
or receipt.
Electrical and installation costs
Ozlighting does not cover electrical, removal, reinstallation or other installation-related costs associated with a faulty product.
Delivery issues
Damaged or incomplete orders
Occasionally, products may be damaged during transit or a delivery may contain an incorrect quantity. Please inspect your order shortly after it arrives.
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Keep the packaging
Please keep the product, packaging and delivery carton until our team has reviewed the issue and provided further instructions.
Include your order number, a description of the issue and clear photos
of the product, packaging and shipping label so we can begin resolving
the order as quickly as possible.
Change of mind
Returning an unwanted product
Products that are no longer required may be returned within 30 days, provided they meet the return conditions below.
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Unused condition
The product must be unused, uninstalled and in a condition suitable for resale.
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Original packaging
Products must be returned in their original packaging. Damage to the product box may affect the outcome of the return.
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Return delivery
The customer is responsible for arranging and paying for return freight to the nominated warehouse.
Store credit
Approved change-of-mind returns can be processed as store credit for the eligible value of the returned product. Store credit is valid for up to 12 months from the date of issue.
Refund
Customers may request a refund instead of store credit. Approved change-of-mind refunds are subject to a 15% restocking fee.
Return exclusions
Products that cannot be returned
Certain products cannot be accepted as change-of-mind returns due to their condition or the way they were produced.
- Installed products: Products that have been installed, connected, assembled or used cannot be returned as a change of mind.
- Made-to-order products: Products manufactured specifically for an order cannot be returned.
- Customised products: Products that have been altered, modified or customised in any way cannot be returned.
- Damaged packaging: Returns may be refused or reduced where the original product packaging is damaged, marked or incomplete.
Natural variations: Colours and finishes may differ
slightly from website images due to natural material variations,
manufacturing batches, screen settings and lighting conditions.
How to submit a request
Return and warranty procedure
Please contact our team before sending a product back. Unauthorised returns may not be accepted by the warehouse.
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Provide your order details
Include your Ozlighting invoice number or order number.
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Explain the request
Tell us whether you are requesting a warranty claim, change-of-mind return or assistance with a damaged delivery.
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Attach supporting evidence
Include clear photos, videos, installation evidence or other information relevant to the request.
Submit your return or warranty request
Our customer service team will review the information and provide the next steps.
Legal information
Liability and governing law
The following terms apply to the use of the Ozlighting website and transactions between Ozlighting and its customers.
Liability
We exclude and are not liable for liabilities, losses, damages, expenses and costs of any kind, including indirect or consequential losses, commercial or economic losses, and expenses incurred for installation services, arising from or connected with access to or use of our website, or any of our acts or omissions, including negligence.
Governing law
Any dispute relating to the terms and conditions between Ozlighting and the customer will be governed by the laws of New South Wales, Australia.