Refund Policy

At OOSI Living, we aim to provide you with quality furniture and exceptional service. However, we understand that circumstances can change. Please review our policies regarding cancellations, returns, and refunds carefully before making a purchase.

Cancellations
  • Before Dispatch: Orders can be cancelled prior to dispatch by contacting us immediately.
  • After Dispatch: Once an order has been dispatched, cancellations are no longer accepted. Instead, the return will fall under our Change of Mind policy (see below).


Change of Mind Returns

We offer a 7-day return window for change of mind returns, starting from the day your goods are delivered.

Conditions for Change of Mind Returns:

  • Goods must be returned in original condition and packaging.
  • Items must not be assembled, part-assembled, or used in any way.
  • All return shipping or collection costs are at the buyer's expense.
  • Returns must be pre-approved by contacting us before sending the goods back.

Refund Process:

  • Once the returned items are received at our warehouse, they will be inspected by our team and a refund will be processed within 7 business days if the above conditions are met.
  • A restocking fee may apply if goods are not returned in their original condition or packaging.

Exclusions:

The following items are not eligible for change of mind refunds:

  • Custom orders.
  • Clearance items.
  • Display or floor stock.


Refunds for Damaged Goods

We take care to ensure your items arrive in perfect condition. If your goods are damaged upon delivery:

Reporting Damaged Goods:

  • You must notify us of any damages within 48 hours of delivery by contacting us.
  • Include your order number, a description of the issue, and supporting evidence (e.g., photographs).

Sydney Metro Deliveries:

  • For deliveries within the Sydney metropolitan area handled directly by our team, damages must be inspected and confirmed at the time of receipt. Once you confirm acceptance of delivery, refunds or claims for damaged goods will not be eligible.

Resolution Process:

  • We will assess the issue and work with you to provide an appropriate solution, which may include a repair, replacement, or refund.


Warranty

We stand behind the quality of our products. All items purchased from OOSI Living include a 12-month warranty covering manufacturing defects.

Warranty Coverage:

  • Covers faults in materials or workmanship under normal residential or commercial use.
  • Applies to the original purchaser and is non-transferable.
  • If a manufacturing defect is confirmed, we will repair or replace the item at no additional cost to you.

Exclusions:

The warranty does not cover:

  • Damage caused by misuse, improper assembly, or failure to follow care instructions.
  • Normal wear and tear, including minor scratches, dents, or fading.
  • Damage caused by exposure to extreme conditions, such as moisture, heat, or sunlight.

 

How to Initiate a Return, Refund or Warranty Claim

To request a cancellation, return, or warranty claim, please contact our team and provide the following information:

  • Order number.
  • Description of the issue or reason for return.
  • Supporting evidence (e.g., photographs for damaged goods or defects).


Additional Notes
  • We reserve the right to refuse returns or refunds if the conditions outlined in this policy are not met.
  • Refunds will be issued using the same payment method used for the original purchase.