Overview
At Ozendoo, you have 30 days to return your order for a change of mind. You can return it without giving a reason within 30 days of the day you, or someone you nominate, received it. After this period, we unfortunately can’t offer a change-of-mind refund or exchange. This doesn’t affect your rights under the Australian Consumer Law if an item is faulty (see below).
Change-of-mind return conditions
To be accepted as a change-of-mind return, the item should meet the following conditions:
- It’s unused and in the same condition as when you received it
- It’s in its original packaging, with all accessories
- Proof of purchase is included, such as your order number or invoice
Please don’t send returns directly to the manufacturer.
Contact us before returning
Before sending a return, please get in touch with our customer service team at info@ozendoo.com. We’ll then send you clear instructions on the next steps, along with the returns address. This helps us process your return quickly and correctly.
How to return
Returning an item takes six simple steps:
- Email us at info@ozendoo.com within 30 days of receiving your order
- Give us your order number, the item you’d like to return and the reason for your return
- You’ll receive a confirmation email with detailed return instructions
- Send the item back within 14 days of receiving our instructions
- Keep your proof of postage in case of any questions
- Once we’ve received and checked your return, we’ll let you know by email
Returns address (once approved)
Turnstraat 22
3078 ZM Rotterdam
the Netherlands
For change-of-mind returns, return postage is paid by the customer. As our returns address is overseas, we recommend using a tracked service and checking the cost with Australia Post before sending.
Items we can’t accept for change of mind
For hygiene, safety and practical reasons, the following items can’t be returned for a change of mind:
- Hygiene and intimate products that have been unsealed
- Health and personal care products whose packaging has been opened
- Digital products, software and licences
- Gift cards
- Hazardous materials, flammable liquids or gases
- Custom-made or personalised items
- Sale or clearance items, where this was clearly stated at the time of purchase
These exclusions only apply to change-of-mind returns. If any of these items is faulty, you’re still covered by the Australian Consumer Law.
Partial refunds
For change-of-mind returns, a partial refund may apply if:
- The item shows signs of use
- The item isn’t in its original condition
- Parts or accessories are missing
- The item has been damaged by the customer
Refunds
Once we’ve received and checked your return, we’ll let you know by email whether it’s been approved. If approved, the full amount will be refunded within 5 business days, using the same payment method you used for your purchase.
Please note that processing times vary between banks and payment providers. It can take up to 14 days for the refund to appear in your account.
Faulty, damaged or not as described
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your item is faulty, damaged in transit or not as described, please contact us as soon as possible, ideally within 48 hours of delivery, at info@ozendoo.com, with clear photos of the item and its packaging. We’ll treat your case as a priority and offer a repair, replacement or refund. In this case, you won’t pay any return costs. These rights apply for a reasonable time and aren’t limited to our 30-day change-of-mind period.
Return postage and responsibility
For change-of-mind returns, return postage is paid by the customer and isn’t refunded. You’re responsible for the parcel until it reaches us. We recommend using a tracked or insured service, as without proof of postage we can’t guarantee your return will reach us.
Unclaimed or refused parcels
If a parcel isn’t collected or is refused, it doesn’t always come back to us automatically. In these cases, we can’t guarantee a full refund. Any shipping costs we incur may be deducted from the refund amount.
Complaints
If you have a complaint about your order or a return, please contact us first at info@ozendoo.com. We’ll always do our best to make things right. If we can’t resolve it together, you can contact the consumer protection agency in your state or territory, such as NSW Fair Trading or Consumer Affairs Victoria, or visit the ACCC website: https://www.accc.gov.au.
Need help?
Got a question about returns or refunds? Email us at info@ozendoo.com. We’re happy to help and reply to all emails within 24 hours on business days.
Company details
Company name: Azul GZ
Address: Turnstraat 22, 3078 ZM Rotterdam, the Netherlands
Chamber of Commerce (KvK) number: 42128288
VAT number: NL005516569B14
Email: info@ozendoo.com