Effective Date: This policy applies to all orders placed on or after 19 August 2026. If your order was placed before 19 August 2026, you may choose to have your cancellation handled under this new policy, or you may elect to have it handled under the Previous Order Cancellation Policy set out at the bottom of this page.
At OZ Home Hub, we strive to provide you with high-quality furniture and a seamless shopping experience. However, we understand that circumstances can sometimes change after an order has been placed. If you need to cancel your order, the following policy applies.
This policy explains the voluntary cancellation options that OZ Home Hub provides when you simply change your mind or no longer wish to proceed with an order. It applies from the moment an order is placed, including where you contact us or request cancellation immediately or shortly after completing your purchase. Placing an order and requesting cancellation soon afterwards does not exempt the order from this policy or create a separate cancellation entitlement.
Australian Consumer Law does not generally require a retailer to provide a refund simply because a customer changes their mind.
OZ Home Hub nevertheless provides an online cancellation option for eligible orders, subject to the conditions below.
For an eligible change-of-mind cancellation, the cancellation benefit provided through our online system is generally issued as OZ Home Hub store credit rather than as a cash refund.
An order may be eligible for online cancellation where:
Because our products move through production, overseas warehousing and shipping stages, the ability to cancel an order can end before the order is dispatched for final delivery.
For example, once an item has progressed beyond the eligible production or overseas preparation stages, such as being loaded for international transport or progressing further through the delivery process, online cancellation may no longer be available.
The cancellation option shown in your Order Management & Support page will reflect the current status of your order.
To request an online cancellation:
Please carefully review the cancellation summary before confirming. Your cancellation will only be completed once the cancellation process has been successfully confirmed by our system.
Where an eligible order is voluntarily cancelled through our online cancellation system, we will generally provide store credit for 100% of the eligible product and shipping value covered by the cancellation.
The amount of store credit is calculated after taking into account:
For this online store-credit cancellation option, we do not deduct the standard change-of-mind cancellation percentage from the eligible amount.
The resulting store credit is added to your OZ Home Hub customer account and can be used towards a future purchase.
Store credit provided under this voluntary change-of-mind policy is not a cash refund.
The following are excluded from the amount converted to store credit as part of a voluntary order cancellation:
VIP membership is separate from the underlying furniture order and is subject to the applicable VIP membership terms.
If your order is being paid by instalments and unpaid product instalments remain, those remaining instalments must be completed before the order can be cancelled through the online store-credit option.
Before you confirm the cancellation, we will show you the amount of the remaining instalments.
By proceeding with and confirming the cancellation, you authorise OZ Home Hub to charge the remaining eligible product instalments to the saved payment method associated with your payment plan. The remaining instalments may be processed together as a single payment.
Once that payment has been successfully completed, the eligible order value will be calculated and added to your account as store credit.
If we are unable to successfully process the remaining instalment payment, the cancellation will not be completed and the order will remain active.
VIP membership payments and other payments that are not product instalments are not included in this instalment payoff process.
Online cancellation may not be available where:
This previous policy is available only for orders placed before 19 August 2026. Customers with eligible orders placed before this date may choose either this previous policy or the new policy set out above.
The following terms apply where a customer chooses to have an eligible voluntary cancellation handled under the previous cancellation policy.
To request cancellation, visit the Order Management & Support page, log in using your mobile number, locate the relevant order and open the order details page.
Where cancellation is available, select the Cancel Order option and follow the instructions provided.
If online cancellation is unavailable, you may contact our Customer Support team for assistance.
Under the previous policy, a 30% cancellation fee applies to a voluntary change-of-mind cancellation.
The cancellation fee is calculated based on the applicable order value and is deducted from the amount otherwise eligible to be refunded.
The cancellation fee applies even where the cancellation request is made shortly after the order was placed, including where a customer contacts us immediately after submitting the order.
Shipping, delivery or other costs that have already been incurred in connection with the order may also be non-refundable.
A cancellation may not be possible once an order has progressed sufficiently through production, shipping or fulfilment.
In particular, if an order has already been dispatched or progressed beyond the stage at which it can reasonably be cancelled, we may be unable to stop the order.
If the goods have already been delivered, any request to return them will instead be considered under our Return Policy.
Customers are encouraged to request cancellation as soon as possible. However, making a cancellation request immediately after placing an order does not remove or reduce the cancellation fee under this previous policy.
Where cancellation is accepted under this previous policy, the eligible refund amount will generally be calculated as:
Amount paid, less the applicable 30% cancellation fee, less any other non-refundable amounts or costs already incurred.
Any eligible monetary refund will generally be returned to the original payment method.
Depending on your bank or payment provider, it may take approximately 7–10 business days after the refund is processed for the funds to appear in your account.
If you are unsure whether your order can be cancelled, visit the Order Management & Support section of our website and look for the notes under the Cancel Order button.
If you require further assistance, please contact us.