Refund policy

Refund & Exchange Policy – OzJapwear

At OzJapwear, we create limited and exclusive pieces and want every customer to shop with confidence. Please read this policy carefully before purchasing.

Order Cancellations

Orders may be cancelled within 12 hours of purchase.

After this period, orders are processed and considered final. We are unable to modify or cancel orders once this window has passed.

Returns & Exchanges (Online Orders Only)

We accept returns or exchanges within 30 days of delivery, provided all of the following conditions are met:

  • Items are unworn, unwashed, and unused

  • All original tags are attached

  • Items are returned in original packaging

  • Proof of purchase is provided

  • The return has been approved by our team before being sent

Returns sent without prior approval will not be accepted.

Change of Mind / Personal Circumstances

We do not offer cash refunds for:

  • Change of mind

  • Incorrect size selection

  • Personal or financial circumstances

In approved cases, we may offer store credit only, at our discretion.

Pop-Up & In-Person Purchases

Purchases made at pop-up events or in person are not eligible for cash refunds for change of mind or personal circumstances.

If the item is unworn, unused, and has original tags attached, we may offer store credit once the item is returned and inspected.

Faulty items will be handled in accordance with Australian Consumer Law.

In-Store Discounts & Modified Pricing

Any item or bundle purchased in-store that has received a modified or discretionary discount (including staff discounts, negotiated discounts, or custom bundle pricing offered to the customer only) is not eligible for refunds or store credit.

  • These purchases are considered final sale

  • Size exchanges may be offered if the item is:

    • Unworn and unused

    • In original condition with tags attached

    • The requested size is currently in stock

If the replacement size is unavailable, no refund or credit will be issued.

Exchanges

  • Exchanges are available only if the requested size or item is currently in stock

  • Limited drops, “1 of 100” items, and exclusive releases are not guaranteed to be exchangeable

  • If an exchange is not possible due to stock availability, store credit will be issued where applicable

Limited Drops & Exclusive Items

Due to the nature of limited production runs:

  • Limited edition items may be eligible for store credit only

  • “1 of 100” items are exchangeable only if stock exists

  • Refunds are not offered for limited or exclusive items unless the item is faulty

Return Shipping

  • Customers are responsible for all return shipping costs

  • Original shipping fees are non-refundable

  • We recommend using a tracked shipping service, as OzJapwear is not responsible for lost return parcels

If the return is due to a faulty or incorrect item, OzJapwear will cover return shipping.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Sale or clearance items

  • Gift cards

  • Custom or personalised items

  • Items returned without approval

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at:

📧 ozjapwearbusiness@gmail.com

Please include your order number and clear photos of the issue so we can resolve it promptly.

Refunds

  • Refunds are issued only for approved returns

  • Once received and inspected, refunds are processed within 3–5 business days

  • Refunds are issued to the original payment method

Matcha Points & Returns

If an order that earned Matcha Points is returned or refunded:

  • Any points earned from that order will be removed automatically

  • Points used on an order that is refunded will not be reissued unless required under Australian Consumer Law

Fair Use & Abuse Protection

OzJapwear reserves the right to refuse returns or exchanges if we identify repeated, excessive, or abusive return behaviour.

EU Customers – 14-Day Cooling-Off Period

For customers in the European Union, you may return your order within 14 days of delivery for any reason.

Items must be unused, unworn, with tags attached, and returned in original packaging.

Return Address

📍 OzJapwear Returns

Shop 1, 203 Canley Vale Rd
Canley Heights , NSW 2166 AU

Contact Us

For all return or exchange enquiries, please contact:
📧 ozjapwearbusiness@gmail.com