DELIVERY & RETURNS POLICY
After purchasing your product(s) online, you will receive an email confirmation that contains your invoice and order details.
Pick up:
If you choose to pick it up from our Brisbane Office, you will be advised when the item is ready; then, you need to call 1300723051 to confirm a time.
Shipped Items:
All items will be sent by Australia Post or Courier for delivery in 3 – 5 business days, subject to product availability and manufacturing lead times. Delivery fees are calculated at checkout based on volume weight, not physical weight, and are processed at the time of purchase. *Conditions apply to the “Free Metro Delivery on boxed items promotion” for heavy or bulky items. This will be indicated at the time of checkout.
If goods are not expected to be delivered within 3 to 5 business days, OZwool Sheepskin will endeavour to contact you to advise the estimated delivery timeframe.
If you wish to query a delivery, don’t hesitate to contact us at 1300 723051 or by emailing us at [email protected]. Your query will be addressed Monday through Friday during business hours.
The buyer should enter the correct delivery address details when ordering. If incorrect address details are entered, OZwool Sheepskin is not obliged to re-send the order to the valid address at our expense.
OZwool Sheepskin will not accept liability for any loss or damage arising from items lost, stolen or damaged (not arising from a manufacturing default) in transit. You will be responsible for arranging insurance against damage or loss during transit.
Products leaving OZwool Sheepskin’s premises are adequately packed. Claims for damage or loss in transit must be made against the carrier. To support any claim against the Courier, you would be advised to do the following:
Before acknowledging delivery from the carrier, you must ensure that the complete consignment has been received, per the carrier’s note.
Should the outer packaging be lacking or damaged, must the carrier’s note be endorsed accordingly?
You must ensure that all products received are in good order and condition within seven days of receipt of the consignment.
While OZwool Sheepskin details of any claim will accept no liability for Products damaged or lost in transit, they should be advised to OZwool Sheepskin via email – [email protected].
Return of Goods
If you wish to return an item for any reason, please download and complete a Returns Authorization form before sending the item back. OZwool Sheepskin will provide a refund or replacement per the conditions in the Product Return Policy. All purchasers are entitled to have the goods repaired or replaced if they fail to meet acceptable quality.
If your item does not meet your requirements or is not as described, you may return it for a refund of the product price, provided that it has its original tags attached and is unopened and unused. For Health reasons, used items can not be returned. Change-of-mind refunds require returning the item to us at the buyer’s cost in the same packaging as supplied. Damages will be deducted for refunds. The original shipping costs to you are not refundable, even if they are not specified on the initial invoice. In this case, the original shipping cost paid by OZwool Sheepskin will apply. Change of mind purchases will attract a 15% restocking fee.
A faulty goods claim cannot be made if:
The goods have been subjected to fair wear and tear
Unauthorised modifications or repair of the goods;
The goods are damaged due to failure to comply with the manufacturer’s care and storage instructions, including insect damage.
The goods are second-hand in that you are not the original purchaser.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
Damaged or used goods are exempt from being returned.
Gift cards are exempt from being returned or credited.
Some Medical and personal care Sheepskin are exempt from being returned.
Custom-made items, including custom-fit car seat covers, are exempt from being returned.
To complete your return, we require a receipt or proof of purchase. This is to be included with the returned item.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Product Return Policy
Please email us at [email protected] or call 1300723051 if you are unsatisfied with your purchase for any reason so we can resolve any issues where possible.
Refund and Exchange Policy and Instructions
- Items must be returned within 14 days with the original receipt or proof of purchase.
- You must provide your name and address.
- You are responsible for any costs associated with returning the item to us. Initial freight charges will not be refunded.
- This returns policy does not apply to goods worn, used, damaged or modified after delivery or in an unsaleable condition. All goods must be returned in their original condition, including the original packing, where appropriate.
- If you request a refund, the purchase price will be refunded to you using the original payment method once we have received the returned item and confirmed that it meets conditions 1-4 above.
- No refunds or exchanged will be made unless the items are returned to us first.
Faulty Items Returns
If an item is faulty, wrongly described, or different from the sample shown, we will meet our legal obligations. At our Choice, this may include refunding the purchase price and delivery charges or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.
Shipping costs can only be refunded on faulty items purchased separately. Shipping will not be refunded if other items are listed on the invoice when a defective item is returned.
After notifying OZwool Sheepskin of your intention to return goods for a refund, we recommend if you are unable to return the goods in person, return the goods via registered post to:
OZwool Sheepskin, PO Box 3245, Warner, QLD, 4500
Postage and handling costs are to be paid by the buyer. You assume any risk of loss, theft or damage in transit of returned goods, so we recommend you take out shipment registration of insurance with your postal carrier. Shipping is not refunded, whether charged or not.
Genuine warranty claims must be returned within the warranty period for the item, and OZwool Sheepskin and the OEM manufacturer accept the warranty claim. Claims will be processed once the manufacturer approves them. OZwool Sheepskin has the discretion to either credit, replace, or repair accepted warranty claim goods.
Custom-made goods are not eligible for returns or refunds unless they are faulty, in which case they will be rectified.