refunds and returns policy

Our damage/defective policy is designed to ensure you receive high-quality products. If an item arrives damaged or defective, we will replace it or replace any damaged parts, as available, free of charge. To make a claim, please email us within 5 business days of receiving the item. Depending on which item you ordered, you may receive an email from customer@trackorder with a link to report any damaged product. Otherwise, please notify us via contact@ozscapedesigns.com and include your order number and a clear photograph of the damaged product. We will respond within 24-48 hours with information about your replacement. Keep in mind that items damaged in transit will be handled on a case by case basis. If you believe the damage was caused by the packaging, please include a photograph of the packaging. Additionally, please inspect all wallpaper/decal orders upon arrival and report any defective, misaligned, or incorrect wallpaper/decals within 5 business days of arrival. Finally, please note that we do not offer replacements for slight color variations.

If an incorrect product arrives that is not what you ordered, we will replace it with the correct product free of charge.

To notify us, please email us within 5 business days of receiving the item. Depending on which item you ordered, you may receive an email from customer@trackorder with a link to report any damaged product. Otherwise, please notify us via contact@ozscapedesigns.com and include your order number and a clear photograph of the incorrect product delivered. We will respond within 24-48 hours with information about your replacement.

A package is considered lost in transit if the production and shipping timeframe exceeds the maximum shipping/transit timeframe.  Please refer to our estimated shipping and production times for each product to ascertain if your product will be considered lost in transit or delayed.  https://bit.ly/44h4t6D

A package is not considered lost in transit if the tracking shows that the package has been delivered but you have not received it .

This is what we recommend in this circumstance:

• Check with any other member of your family that might live with you to see if they brought the parcel in – 9/10 times this is what happens in a situation like this.  The shipping company occasionally leaves packages at a next door neighbor’s house for pickup.
  If it doesn’t show up, please check in with your local post office. They occassionally will hold a package there for pickup, even though it is marked “delivered”.

Please note that there may be variances in ship dates and these times are subject to change due to busy holiday periods and unforeseen circumstances such as Covid or storms that may disrupt the postal service from time to time.

Our returns policy is valid for up to 30 days from the date of delivery marked by the shipping provider.

Whilst we would love to be able to accept all returns for change of mind, due to the custom-made nature of our items, some products may not be eligible for return, including but not limited to Wallpaper & Decals. Please refer to the individual product listing to determine if your item is eligible for a return.

If you need to make a return, please email us at contact@ozscapedesigns.com with your order number, the name of the items you are returning, and the reason for your return. We will respond within 24-48 hours and provide instructions for shipping the item back to us. Please note that you are responsible for return shipping costs, and all returns must be shipped to our designated address in Australia. We also recommend that you consider sending your returns with tracking and/or insurance as we cannot be held responsible for any shipments that may get lost or damaged in transit.

Once we receive your returned goods, we will process and approve your return within 5-7 business days. Please keep in mind that we charge a $12.00 restocking fee for returns. Finally, to be eligible for a return, your item must be unused, unwashed, in the same condition you received it, and in its original packaging. Please ensure that you include your name, order number, and reason for return inside the package to avoid any delays in processing your return. Please also note that we do not cover return shipping costs for any reason that is not due to our fault. Thank you for your understanding.

SALE ITEMS:

Only regular priced items may be eligible for return. Unfortunately, sale items (items with the original price reduced/marked out) cannot be refunded and are not eligible for return.

WALLPAPER:

Wallpapers are NOT eligible for return. Any damaged items will be replaced free of charge.

For returns due to damaged goods, wrong item delivered, or quality issues, Ozscape Designs will cover the cost of shipping the return. However, if you decide to return an item due to a change of mind, ordering the wrong product by mistake, or misunderstanding the product description, you will be responsible for paying the associated shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for items over $40, as Ozscape Designs is not responsible for items damaged or lost in transit.

To ensure timely delivery, orders are automatically put into production within one hour of being placed. This means that we cannot cancel or make changes to any order for any reason. However, if eligible, you may return the item once it has been received.