SHOP WITH CONFIDENCE
We want you to shop with confidence and have a smooth experience with every OzHra order.
OUR RETURN & REFUND GUIDELINES
Please read the following policy carefully before placing your order. Our return and refund process is based on the nature of the issue and the circumstances of the order.
BEFORE YOU ORDER
Please check the product details, size information, colour, fabric, measurements and other product specifications carefully before confirming your order.
RETURN POLICY
48-HOUR REPORTING PERIOD
Any issue with your order must be reported to our team within 48 hours of delivery.
After this reporting period, we may not be able to accept the issue for review.
WHEN CAN YOU CONTACT US?
You may contact us if you receive:
DAMAGED PRODUCT
If the product arrives damaged, please contact us within 48 hours and provide clear photographs or videos showing the issue.
WRONG PRODUCT
If you receive a product different from what you ordered, contact us within 48 hours with the relevant order details and supporting photographs.
MISSING ITEM
If any item is missing from your package, inform our team within 48 hours so that we can verify the order and packaging details.
OTHER ORDER-RELATED ISSUE
For any other genuine order-related issue, contact our team within the 48-hour reporting period with complete details and supporting evidence.
IMPORTANT
Every reported issue is reviewed individually. Approval of a return or refund is subject to verification of the reported issue.
NO EXCHANGE POLICY
NO EXCHANGES ARE AVAILABLE
We currently do not offer product exchanges.
Customers are requested to carefully check the size, colour, product details and other specifications before placing an order.
REFUND POLICY
REFUNDS ARE NOT GENERALLY AVAILABLE
Refunds are generally not available for orders.
However, in rare and exceptional cases, a refund may be considered after reviewing the issue and supporting evidence.
RARE EXCEPTIONAL CASES
A refund may be considered only where the reported issue is verified by our team and the case qualifies for an exceptional resolution.
Refund approval is not automatic and will depend on the circumstances of the individual order.
REPORTING AN ISSUE
HAVE AN ISSUE WITH YOUR ORDER?
Please contact our team within 48 hours of delivery.
Please provide:
Order number
Clear photographs of the product
Photographs of the packaging, if relevant
A clear description of the issue
Any additional evidence requested by our team
PRODUCT CONDITION
RETURN CONDITION
If a return is approved, the product must be returned in its original condition.
The product should be unused, unworn, unwashed and free from damage, stains, alterations or any other signs of use.
Original packaging, tags and other included items should be retained wherever applicable.
CUSTOMER-SIDE ISSUES
IF THE ISSUE IS CAUSED BY THE CUSTOMER
If an issue is caused by incorrect information, incorrect size selection, customer-requested changes, mishandling, damage after delivery or any other customer-side reason, the customer may be responsible for applicable return shipping costs.
OZHRA-SIDE ISSUES
IF THE ISSUE IS CAUSED BY US
If the issue is verified to have occurred due to an error on our side, we will review the appropriate resolution with the customer.
Where applicable, return shipping arrangements will be handled according to the approved resolution.
RETURN SHIPPING
WHO PAYS FOR RETURN SHIPPING?
Return shipping responsibility depends on the reason for the approved return.
If the issue is caused by the customer, applicable return shipping costs may be borne by the customer.
If the issue is verified to be caused by OzHra, we will handle the applicable return shipping as part of the approved resolution.
RETURN PROCESS
HOW A RETURN WORKS
- Contact our team within 48 hours of delivery.
- Share your order details and supporting evidence.
- Our team reviews the reported issue.
- If approved, we provide the return instructions.
- The product must be returned according to the provided instructions.
- The final resolution is processed after the returned product is received and verified, where applicable.
CUSTOM ORDERS
CUSTOM ORDERS & RETURNS
Customised products are made according to the customer’s requirements.
Because these products are prepared specifically according to confirmed specifications, return or refund requests may be subject to additional restrictions.
Any issue with a custom order must still be reported within 48 hours of delivery.
SIZE-RELATED ISSUES
ORDERED THE WRONG SIZE?
Please refer to our Size Guide before placing your order.
Choosing an incorrect size does not automatically qualify an order for exchange or refund.
For custom orders, customers are responsible for providing accurate measurements and confirming the requested specifications before production.
COLOUR & PRODUCT APPEARANCE
COLOUR VARIATIONS
Colours may appear slightly different depending on lighting conditions, photography, screen settings and display devices.
Minor colour variation between product photographs and the actual product does not automatically qualify as a return or refund.
CANCELLATION POLICY
WANT TO CANCEL YOUR ORDER?
If you need to cancel an order, contact our team as soon as possible.
Cancellation requests may be subject to the processing or production status of the order.
Once an order has entered processing, production, customisation or dispatch, cancellation may not be possible.
DELIVERY ISSUES
HAVEN’T RECEIVED YOUR ORDER?
If your order has not been received within the expected delivery period, please contact our team with your order number.
We will review the shipment details and provide the appropriate assistance.
IMPORTANT NOTE
PLEASE NOTE
Our team may request photographs, videos, packaging details, order information or other evidence to properly review an issue.
An issue must be reported within the specified 48-hour reporting period.
Submitting a request does not automatically mean that a return or refund has been approved.
Each case is reviewed individually.
NEED HELP?
HAVE AN ISSUE WITH YOUR ORDER?
We’re here to understand the issue and help with the appropriate resolution.
CHAT WITH US ON WHATSAPP
For faster assistance, connect with our team directly on WhatsApp.
You must report an issue within 48 hours of delivery.
No. We currently do not offer exchanges.
Refunds are generally not available. In rare and exceptional cases, a refund may be considered after reviewing the issue.
Contact our team within 48 hours and provide clear photographs or videos showing the damage.
Contact our team within 48 hours with your order details and supporting evidence.
Incorrect size selection does not automatically qualify for an exchange or refund. Please check the Size Guide carefully before ordering.
This depends on the reason for the approved return. Customer-side issues may require the customer to bear return shipping costs, while verified OzHra-side issues may be handled by OzHra.