This Refund Policy ("Policy") applies to the following purchases: www.megaozwarehouse.com.au
- General
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").
Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
- Australian Consumer Law
Under the Australian Consumer Law:
1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled
a. to cancel the purchase; and
b. to a refund for the price of the goods; and
c. compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
2. If the failure with the service does not amount to a major failure, you are entitled to to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.
3. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
4. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
5. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
6. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
7. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund.
8. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
- Cancellation and Change of Mind
We do accept of change of mind requests. However, change of mind refund request is not accepted if the items are Health and safety products and/or Product(s) and packaging are) opened or original packaging was tampered in any form
1. All the following are considered as change of mind return:
a. After your have placed your order and made payment, that you wish to cancel your order;
b. After your have placed your order and made payment, that you wish to change the delivery address or any personal details;
c. After your order has been dispatched from our warehouse, that you wish to cancel your order;
d. After your order has been dispatched from our warehouse, that you wish to change the delivery address or any personal details;
For all the above situations, you will need to contact our support team to arrange for a change of mind return.
2) Change of mind returns, cancellations and refunds are subject only to approval by our customer support team and are not definite until you hear back from us.
3. Items excluded from our change of mind policy:
a. Mattresses, pillows, quilts & bedding products cannot be exchanged once opened (or the orginal packaging was tempered with in any form) due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods, and custom products such as custom made products, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item.
4. In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:
5. You notify us within 7 days of receipt with your name and order number (via 'contact us' option on our website: www.megaozwarehouse.com.au)
6. The following conditions are satisfied: For any change of mind return, the product(s) and packaging must be unopened, unused, unassembled, undamaged, in its original packaging , seal of the packaging not broken, and in a resalable condition.
7. If we accept your change of mind request, and:
a. you have been provided with the return label, we will refund the item price minus the initial shipping fee, minus the return shipping fee and a restocking fee of 14% of the item price and the shipping fee; or
b. you have not been provided with the return label, we will refund the item price minus the initial shipping fee and a restocking fee of 14% of the item price and the shipping fee; and/or
c. you change your mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price minus the initial shipping fee and a restocking fee of 14% of the item price. Refund for RTS will be provided after the item is received at our warehouse facility.
d. For free delivery order, Megaozwarehouse has still incurred shipping costs to deliver the order to your address in the first place. Hence for the purpose of change of mind return calculation of the refund amount, free delivery order is assumed to have incurred the minimum delivery costs which is $10.90
8. Process of Change of Mind returns
a. You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
b. Contact us within 7 days of receiving goods by sending email to Megaozwarehouse@gmail.com and providing the following details.
c. Customer Name and order number (or proof of purchase)
d. Images of the boxes showing the products are eligible for return being unused, undamaged, unopened and ready for shipment.
e. Provide us your preference: You would like to arrange returns or if you would like a quote from us.
f. Our team will process your return request and if your request is approved they will advise you with further instructions.
PLEASE NOTE - The usual turnaround time is around 10 business days. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
- Faulty Products or Products Damaged During Delivery
1. In the event that the product you ordered has been damaged during delivery:
2. Please contact us as soon as possible (within maximum 4 days).
3. Any damaged or faulty product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
4. We will arrange to repair or collect the damaged or the faulty product and replace it with an equivalent product, or to refund it, provided that you have contacted us immediately (within maximum 4 days) from the date of receiving the product.
- Exceptions
1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
2. You misused the said product in a way which caused the problem.
3. You knew or were made aware of the problem(s) with the product or service before you purchased it.
4. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
5. Any other exceptions that apply under the Australian Consumer Law.
6. If the fault or damage is due to:
a. normal wear and tear
b. damage arising from improper assembly or modification of the prodcuts
c. damage arising from abnormal use or abuse of the product;
d. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
e. damage to external product packaging only.
- Shipping Costs for Returns
1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
2. If the Returned Product is due to change of mind, then you are responsible for organizing for the Returned Product to be returned to us.
3. If the Returned Product is eligible for a repair, replacement or refund (excluding change of mind) under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
4. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
5. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
- Response Time
We aim to respond to any warranty requests for repairs, replacements or refunds within 3 working days of receipt. Change of Mind requests are processed within 10 working days
- Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: megaozwarehouse@gmail.com.