Returns and Refunds Policy

14-day change-of-mind returns

You may request a return for an eligible item within 14 days of receiving it. Email ozeliandco@gmail.com with your order number and the item you wish to return. A reason is optional. We’ll send you the return address and instructions.

Please include the accessories and components supplied with it and use the original packaging where reasonably possible. Where applicable law allows, we may reduce the refund to reflect any loss in value caused by handling or use beyond what is reasonably necessary to inspect the item.

You pay the direct cost of return shipping for change-of-mind returns unless applicable law requires us to cover it. Please use the return address we provide, as the address on the original shipping label may belong to a fulfilment partner.

Orders placed before this policy took effect keep the return terms offered at purchase.

Sale items and other exclusions

Items purchased on sale are ineligible for voluntary change-of-mind returns and refunds. Our voluntary policy also excludes gift cards, personalised items, items made to your specifications, and sealed goods unsuitable for return for health or hygiene reasons once unsealed, where applicable law permits.

Statutory cancellation and refund rights still apply, and sale items are eligible under our damaged-on-arrival policy below.

Items that arrive broken or damaged

If your item arrives broken or damaged, email ozeliandco@gmail.com as soon as reasonably possible. Include your order number, a brief description of the issue, and any evidence you can reasonably provide. Clear photos or video should show the actual item you received and the damage. Images of the packaging and shipping label can help us verify the claim. Please keep the item and packaging while we review it.

Before approving a refund under our damaged-on-arrival policy, OZELI & CO must confirm that the evidence is sufficient to establish that the item from your order arrived broken or damaged. We may ask for original files, clearer images, additional details, or an inspection where reasonably necessary. We’ll consider other reliable evidence if you cannot reasonably provide photos or video.

Once we confirm the damage, we’ll issue a full refund for the affected item. If we require a return, we’ll arrange it or reimburse reasonable return shipping costs. We’ll also refund any original delivery charges required by applicable law.

Fraudulent or manipulated evidence

If we confirm that a refund request uses fabricated or deliberately manipulated evidence, we may reject the refund to the extent permitted by law. This includes using AI or other editing tools to create fake photos or videos or to add, exaggerate, or misrepresent damage.

Please submit original photos or video where available. We may request original files, reasonable proof of purchase, or other information to verify the claim and confirm that a returned item matches the original order.

Faulty or incorrect items

If an item develops a fault or you receive the wrong item, contact us with your order number and a description of the issue. We’ll provide the remedy you’re entitled to under applicable consumer law, which may include a repair, replacement or refund. We’ll cover return shipping where required by law.

Damage caused after delivery by misuse, accidents or unauthorised alterations falls outside our damaged-on-arrival policy. Your rights for faults or other issues for which OZELI & CO is responsible still apply.

How refunds are processed

For voluntary change-of-mind returns, we’ll review the returned item and notify you when your refund has been processed. We’ll issue refunds to the original payment method unless another method is agreed or required by law. Your payment provider may take additional time to post the refund.

Where a statutory cancellation right applies, we’ll follow the applicable refund deadlines and refund any standard delivery charges required by law. For eligible online orders in the EU, EEA and UK, customers generally have 14 days from receipt to notify us of cancellation and a further 14 days after notifying us to send the goods back.

Missing orders

If your order is missing or tracking shows it was delivered but you haven’t received it, contact us with your order number so we can investigate. If OZELI & CO is responsible for the delivery issue, we’ll provide the appropriate refund, replacement or other remedy.

Statutory consumer rights

This policy applies alongside your mandatory consumer rights. The voluntary return window, sale exclusions, and evidence review process are subject to applicable law. Where applicable law gives you stronger rights or a longer period, those rights apply. This includes any applicable consumer guarantees under Australian Consumer Law.