Change of Mind Returns

If you decide that an ordered item no longer suits your project, simply contact OZV Homes in writing to request a return under our Policy. You may exchange the item for a similar product or receive store credit toward your next purchase. OZV Homes accepts returns within 14 days of the receipt of goods and all returned items must be in the original condition with packaging intact and unmarked. All damages to products must be notified to us within 48 hours of collection or receipt of goods, any damages reported after this period will not be eligible for exchange or refund. You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you no return will be accepted. All returns will incur 20% restocking fee for change of mind and incorrect purchase. Unboxed items / Installed or used products / Custom-made or custom cut goods at your request / floor display or some clearance items will not be accepted for return or exchange unless proof of manufacturer’s fault and defectives is provided and is approved by member of our team. The cost of return delivery will be incurred by at the customer’s expense.

Please note that the Policy does not apply to items that have been installed or used. All goods must be in "brand new" condition (please refer to the section below for details) to be eligible for a return.

How To Return

• Contact Us: Email us at info@ozvhomes.com.au and attach the completed return application form available through our sales team.
• Pack Your Return: Please ensure that all parts and fittings are included, and both the product and its packaging remain in "brand new and resaleable" condition. Pack the item carefully to avoid damage in transit; items damaged during transit will not be eligible for exchange or store credit under this Policy. Items must be returned to the designated warehouse as indicated on the application form.
• Inspection and Processing: Upon receiving your return, our warehouse staff will inspect and assess the item(s). If the return meets the criteria set out in this Policy, we will approve the return and process either an exchange or the issuance of store credit. For orders returned via courier or freight, processing is generally completed within 3 business days of receipt. If we cannot approve your return request in accordance with the Policy, you will still be entitled to an exchange or store credit, and we will contact you to discuss any possible alternative solutions.

Return Options

• Exchange:
  • You may exchange the item for one that is:
  • Of equivalent value;
  • Of lesser value (with the balance credited to you in the form of an eGift card); or
  • Of greater value (with the difference payable by you).
• Store Credit: Alternatively, you may choose to receive store credit and valid for use within 6 months from the date of issue.

In all cases, the exchange or store credit value is limited to the price paid for the returned goods and does not include postage or freight costs (except when goods are returned under our Warranty Terms or where applicable law requires us to cover such costs).

Further Conditions

It is the responsibility of the installer or trade professional to inspect all products prior to installation.

Products installed despite visible defects or damage will not be eligible for replacement, refund, or compensation for associated costs.

Proof of Purchase: All returns under the Policy must be supported by proof of purchase, the adequacy of which will be determined at our discretion.

Refunds: OZV Homes does not provide refunds for change of mind returns on Unboxed items / Installed or used products / Custom-made or custom cut goods at your request / floor display or discontinued clearance items unless proof of manufacturer’s fault and defectives is provided and is approved by member of our team. If your return is accepted under the Policy, your only entitlement is as set out in the 'Return Options' above.

Timeframe: All return requests must be submitted in writing within 14 calendar days of receiving your goods, and all items must be returned to our warehouse within 2 weeks of your request. Failure to adhere to these timeframes will result in forfeiture of your right to return the goods under the Policy.

Duty of Care: As a customer, you are responsible for the product while it is in your possession. The title and risk of the returned goods remain with you until the return is fully processed. If an item is damaged prior to processing (e.g., while in transit or in your possession), you may not be entitled to an exchange or store credit.

Brand New Condition