Effective Date: This policy applies to all orders placed on or after 1 September 2026. If your order was placed before 1 September 2026, you may choose to have your eligible return handled under this new policy, or you may elect to have it handled under the Previous Return Policy set out at the bottom of this page.
At OZ Home Hub, we want our customers to be happy with their purchases. We understand, however, that you may occasionally change your mind after an item has been delivered.
Customers have 30 days from the date of delivery to request a return, provided all the following conditions are met:
- Original Condition and Packaging: The product must be in its original, unused condition and include the original packaging, accessories, parts and other materials supplied with it.
- Resale-Ready Condition: Returned products must be in a condition that allows them to be resold without unreasonable additional processing or refurbishment. Where packaging is damaged, components are missing, or additional preparation is required to restore the product to a resale-ready condition, an appropriate surcharge may be deducted from the eligible return value. Any applicable surcharge will be assessed on a case-by-case basis.
- Unused Items: Products must be strictly unused. Items that have been used, assembled, installed, modified or altered are not eligible for a return.
- Return Costs: The customer is responsible for arranging and paying the cost of returning the product to the return location nominated by OZ Home Hub. We recommend using an appropriate tracked and insured transport method.
- Return Authorisation: A return must be authorised by OZ Home Hub before the product is sent or delivered to us.
Where a return is accepted under this Return Policy, the eligible return amount will generally be provided as OZ Home Hub store credit rather than as a cash refund.
- The store credit will be calculated based on the eligible value of the returned product after taking into account any applicable surcharge for damaged or missing packaging, components or accessories.
- Any amounts previously refunded or credited in relation to the product or order may be deducted from the eligible return value.
- Any other amounts excluded under this policy may also be deducted.
- Original shipping or delivery charges, return transport costs and other delivery-related expenses are not included in the store credit amount.
- Once the returned product has been received, inspected and approved, the store credit will be added to your OZ Home Hub customer account and may be used towards a future purchase.
- Store credit provided under this Return Policy is not a cash refund and cannot be redeemed for cash.
As a valued VIP Member, you have an unlimited timeframe to request an eligible return, provided all applicable return conditions are met and your VIP membership remains active.
- Maintaining VIP Status: The unlimited return timeframe applies only while your VIP membership remains active. If your VIP membership ends or becomes inactive, the Standard Return Policy and its applicable timeframe will apply.
- VIP Returns: Returns by VIP Members under this Return Policy are also generally provided as OZ Home Hub store credit rather than as a cash refund.
- VIP membership fees are separate from the underlying furniture purchase and are subject to the applicable VIP membership terms.
- Inspection: Once we receive your returned item, we will inspect it to ensure it meets the applicable return conditions.
- Processing Time: If the return is approved, the eligible store credit will generally be processed within 5-7 business days after we have received and inspected the returned item.
- Return Conditions: If the product does not satisfy the applicable return conditions, we may decline the return or discuss any available options with you.
The following items are not eligible for return under this Return Policy:
- Products that have been used, assembled, installed, modified or altered.
- Products that do not satisfy the return condition requirements described above.
- Custom-made or specially customised products.
- Clearance items where the product was sold on the basis that returns were not available.
- Other products identified at or before the time of purchase as being excluded from returns.
This previous policy is available only for orders placed before 1 September 2026. Customers with eligible orders placed before this date may choose either this Previous Return Policy or the new Return Policy set out above.
Customers have 30 days from the date of delivery to return an item, provided that all of the following conditions are met:
- Original Condition and Packaging: All returned products must be in their original, unused condition and include any packaging or accessories provided at the time of delivery. This ensures that the item can be resold to another customer without additional processing or refurbishment.
- Resale-Ready Condition: If the product is not in a resale-ready condition, including where packaging is damaged or components are missing and new packaging or other preparation is required, a surcharge may apply. The nature and amount of any surcharge will be assessed on a case-by-case basis.
- Unused Items: Items must be strictly unused. Items that have been used, assembled or modified are not eligible for a return.
- Return Shipping Costs: The cost of return postage, transport or delivery is the responsibility of the customer. We recommend using an appropriate tracked shipping or transport method.
VIP Members have an unlimited timeframe for eligible returns, provided all applicable return conditions are met and the customer's VIP membership remains active.
- Maintaining VIP Status: The unlimited return timeframe is valid only while VIP membership remains active. If VIP status changes or ends, the Standard Return Policy will apply.