Refund policy

At Ozsi Melbourne, we strive to provide you with the highest quality grocery products and guarantee your satisfaction. However, we understand that circumstances may arise where you need to return a product or request a refund. Our policies in this regard are detailed below:

Returns:

1.1. If for any reason you are not satisfied with your purchase, you can request a return within 3 days of receiving the product.

1.2. The product must be in its original packaging and in perfect condition to be eligible for a return.

1.3. To start the return process, contact us through our customer service, providing the following information:

-Order number.

-Reason for return.

-Details of the product to return.

-Refund or store credit preference.

1.4. Once we receive your return request, we will provide you with additional instructions for shipping the product back to our facilities.

Refunds:

2.1. Once we receive and verify the returned product, we will process your refund request.

2.2. The refund will be made using the same payment method that you used to make the purchase, unless otherwise agreed.

2.3. Please note that original shipping costs are non-refundable, unless the return is the result of our error.

Damaged or defective products:

3.1. If you receive a damaged or defective product, please contact us within 3 days of receiving the product so that we can resolve the situation in a timely manner.

3.2. We may request photos or evidence of the damaged or defective product to properly assess the problem.

3.3. Once the damage or defect is confirmed, we will offer you options of replacement, refund or store credit, depending on your preference.

Exceptions:

4.1. For safety and hygiene reasons, returns of edible products that have been opened or used will not be accepted, unless they are damaged or defective.

4.2. Products on promotion or discount may have specific return policies, which will be clearly indicated in the product description or in the corresponding promotion.

Customer Service:

If you have any questions or need additional assistance, our customer service team will be happy to help you. You can contact us by sending an email to support@ozsi.com.au