Refunds & Returns
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one.
- If you did not receive the product within the guaranteed time (45 days not inclusive of the 2-7 days processing time) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund within 7 days of item arrival but you must return the item at your expense and the item must be unused.
- If the item came with a defect, you may request a refund within 48 hours.
You may not request a refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
- Your order did not arrive due to exceptional circumstances outside the control of OZ Spinners (i.e. not cleared by customs, delayed by a natural disaster).
- You've received your item for more than 3 days.
- Other exceptional circumstances outside the control of OZ Spinners.
You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If for any reason you would like to exchange your product, you must contact us first and we will guide you through the steps. However an exchange will be judged on a case by case basis and is not guaranteed.
Please do not send your purchase back to us unless we authorise you to do so.