Refund policy

Return, Refund and Exchange Policy

1. Returns for Faulty or Damaged Goods
   If an item is faulty or damaged, you may be eligible for a full refund or exchange, provided these conditions are met:
   • The item has a manufacturing defect that is not due to misuse.
   • The item was inaccurately described.
2. Change of Mind Returns
   We aim to make online shopping hassle-free. If you wish to return an item after purchase, we can process a refund or exchange if:
   • The return request is made within 7 days of receiving the order.
   • The item is returned at your expense in a resalable, undamaged condition.
   • The item is returned in its original packaging. A 5% repacking fee may apply if packaging is missing.

If you’re unable to return the item, we offer a collection service for a 10% fee. For items that show signs of use, damage, or wear, a depreciation fee (minimum 5%) may apply based on our technician's assessment. Inspection will be completed within 7 days of receiving the item.

3. Refund Process
   • Refunds are processed through the original payment method.
   • The time for the refund to appear in your account depends on your bank’s processing timeline.
4. Non-Returnable and Non-Refundable Items
   The following items are not eligible for return or refund:
   • Factory seconds or on-display items (unless defective).
   • Custom orders made or tailored specifically for you.
   • Gift cards, vouchers, or store credits.
   • Consumable parts (e.g., cue tips, ping pong balls), unless defective.
   • Items that have been used, damaged, or altered after receipt.
   • Items damaged during improper self-installation, including broken slates or worn screws.
5. Exchange Policy
   • Items can be exchanged for another product of equal or lesser value within 7 days of purchase, provided they are in original, unused, and resalable condition with all packaging and tags intact.
   • For exchanges to a higher-priced item, the price difference must be paid. If exchanging for a lower-priced item, we will refund the difference.
6. Items Not Eligible for Exchange
   • On-display or factory-second items cannot be exchanged.
   • Items that are used, damaged, missing parts, or lacking original packaging are not eligible for exchange.
7. Exchange Process
   To request an exchange, please reach out to our Customer Service team at customerservice@ozsave.com.au with your order details. They will assist you with the exchange process and arrange return shipping if necessary (additional fees may apply).