Effective Date: 18 June 2026
1. OVERVIEW
ShopOzVibe wants you to be happy with your purchase. This policy explains how returns, refunds and replacements work, and outlines your rights under the Australian Consumer Law (ACL).
2. AUSTRALIAN CONSUMER LAW GUARANTEES
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
3. CHANGE OF MIND RETURNS
- We accept change-of-mind returns within 16 days of delivery, provided the item is unused, in its original packaging, and in resalable condition.
- Change-of-mind returns may be subject to a restocking fee, and the customer is responsible for return shipping costs.
- Items marked as final sale, intimate apparel, or customised products are not eligible for change-of-mind returns.
4. FAULTY OR INCORRECT ITEMS
- If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery with photos of the issue.
- We will arrange a replacement, refund, or repair at no cost to you, in accordance with your rights under the ACL.
5. HOW TO REQUEST A RETURN
- Email help@shopozvibe.com with your order number, reason for return, and (if applicable) photos of the item.
- Once approved, we will provide instructions for returning the item or proceeding with a refund/replacement.
6. REFUND PROCESSING
- Approved refunds are processed to the original payment method within 5-10 business days of approval.
- As products are shipped from international suppliers, processing times for physical returns may take longer due to international transit.
7. NON-RETURNABLE ITEMS
For hygiene and safety reasons, certain items (e.g. pierced jewellery, cosmetics, intimate apparel) cannot be returned unless faulty.
8. CONTACT US
Email: help@shopozvibe.com
Website: shopozvibe.com
Physical address: Poblacion, Barangay Oslob, 6025 Cebu, Philippines
Registration number: 92048635