Shipping & Returns Policy

At OZAN WAREHOUSE, we aim to ensure every order is carefully packed and delivered in excellent condition. This policy applies to purchases made through OZANWAREHOUSE.COM and operates in addition to your rights under the Australian Consumer Law (ACL).

Shipping
Orders are generally processed and dispatched within
1–2 business days
after payment is received.
Estimated Australian delivery times:
📍 Sydney Metro
1–3 business days
📍 NSW Regional
2–5 business days
📍 Interstate Metro
2–7 business days
📍 Remote Areas
5–10 business days
Delivery times are estimates only and may vary due to courier delays, peak periods, weather or circumstances outside our control.
Please ensure your delivery address is correct before placing your order. Contact us as soon as possible if an address needs to be changed before dispatch.
2
Change-of-Mind Returns
Eligible products may be returned within 7 days of delivery if they are:
Unopened
and unused
In original,
saleable condition
Returned with
original accessories
where applicable
Accompanied by
proof of purchase
Change-of-mind returns are subject to approval. An approved return may be eligible for a refund to the original payment method or an exchange.
Customers are responsible for return shipping costs, and original shipping charges are generally non-refundable.
3
Products Not Eligible for Change of Mind
For health, hygiene, safety and product integrity reasons, change-of-mind returns are not accepted for:
Baby formula and infant milk products
Vitamins and dietary supplements
Food, drinks and other consumables
Honey and edible products
Personal care products where applicable
Refrigerated or temperature-controlled products
Clearance or final-sale items
These exclusions do not affect your rights under the Australian Consumer Law (ACL) for faulty, unsafe, incorrectly supplied or otherwise non-compliant products.
4
Faulty, Damaged or Incorrect Items
If your product is faulty, damaged during delivery, incorrect, significantly different from its description, not fit for purpose or unsafe, please contact us as soon as possible.
Depending on the circumstances and your rights under the ACL, an appropriate remedy may include a replacement, refund to the original payment method, repair where applicable, or another appropriate remedy.
For damaged, missing or incorrect items, we recommend contacting us within 3 days of delivery to allow us to promptly investigate the issue.
We may request your order number, photos of the product and packaging, shipping label and other supporting information.
  • Order number
  • Photos of the product and packaging
  • Shipping label
  • Other supporting information
Please retain the product and original packaging until the matter is resolved.
5
Transit & Cosmetic Packaging Damage
Minor cosmetic damage such as small dents, scuffs or slight carton deformation does not automatically qualify for a refund or replacement where the product remains sealed, safe and usable.
i
For example, minor dents to an unopened metal tin do not automatically indicate that the product is faulty or unsafe.
Please contact us if the seal is broken, the product is leaking or opened, the packaging is significantly damaged, or the contents appear damaged, contaminated or unsafe.
Minor dents or scuffs
Slight carton deformation
Seal broken or opened
Leaking product
Damaged, contaminated or unsafe contents
6
International Orders
OZAN WAREHOUSE ships to selected international destinations. Customers are responsible for ensuring that products can legally be imported into their destination country.
Customs duties, taxes and import charges depend on the destination and shipping service selected at checkout. Where these charges are not included, they are the responsibility of the recipient.
OZAN is not responsible for delays, rejection, seizure or return caused by customs restrictions, unpaid duties or taxes, failure to collect or accept delivery, or incorrect delivery information.
For change-of-mind or recipient-related international returns, return shipping and any applicable handling or re-delivery costs are the customer's responsibility.
How to Request a Return
Please contact OZAN Customer Support before sending any product back.
Provide:
Order number
Product name
Reason for return
Description of the issue
Photos or supporting information where applicable
Our team will review your request and provide the appropriate return instructions.
Email: ozanwarehouse.contact@gmail.com
Refunds
Where a refund is approved, it will be processed only to the original payment method used for the purchase.
OZAN does not provide store credit in place of an approved refund.
Refund processing times may vary depending on your bank or payment provider.
Return shipping costs for change-of-mind or recipient-related returns are generally the customer's responsibility. Where OZAN is responsible for an issue, applicable shipping costs will be assessed in accordance with the Australian Consumer Law.
Important Information
Returns are assessed based on the product type, condition, reason for return, delivery circumstances, available evidence and applicable consumer guarantees.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law.
If you are unsure whether your product is eligible for return, please contact us before sending it back.