DELIVERY & RETURNS POLICY
After purchasing your product(s) online, you will receive an email confirmation that contains your invoice and order details.
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.
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 at the time. 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 get in touch with us at 1300 723051 or by emailing us at [email protected], and your query will be addressed Monday to Friday during business hours.
It is the buyer’s obligation to enter the correct delivery address details at the time of 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, as per the carrier’s note.
Should there be a shortage or visible damage to the outer packaging, the carrier’s note must be endorsed accordingly?
Within 7 days of consignment receipt, you must ensure that all Products received are in good order and condition.
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
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 the goods 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 will need to return the item to us at the buyer’s cost in the same packaging as supplied. Damages will be deducted for refunds.
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 but not limited to insect damage.
- The goods are second-hand in that you are not the original purchaser.
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.
Faulty Items Returns
If an item is faulty, wrongly described or different from the sample shown, we will meet our legal obligations, which 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 that have been 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:
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 the warranty claim. 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 faulty, which will be rectified.