Refund policy
Refund & Exchange Policy - OzJapwear
Last Updated: 14 October 2026
At OzJapwear, we create limited and exclusive pieces and want every customer to shop with confidence. Please read this policy carefully before purchasing.
Nothing in this policy limits your rights under the Australian Consumer Law. If an item has a major problem, you are entitled to a repair, replacement or refund as required by law.
Order Cancellations
Orders may be cancelled within 12 hours of purchase by emailing support@ozjapwear.com.
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 change of mind 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.
Inspection
All returned items are inspected on arrival. We may refuse a return, or return the item to you at your cost, if it shows signs of wear, washing, odour (including perfume, smoke or deodorant), makeup, pet hair, damage, or missing tags.
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.
Store Credit
- Store credit is valid for 12 months from the date of issue
- Store credit cannot be exchanged for cash
- Store credit is not transferable
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) is not eligible for change of mind refunds or store credit.
- These purchases are considered final sale, unless the item is faulty
- 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 for change of mind.
Bundles, Free Gifts & Promotions
- Items purchased as part of a bundle must be returned as a complete bundle
- Free gifts or bonus items must be returned with the order, or their value will be deducted from any credit or refund
- Promotional or discount code value is not refunded or reissued
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 for change of mind returns
- Original shipping fees are non-refundable for change of mind returns
- Please use a tracked shipping service, as OzJapwear is not responsible for change of mind return parcels lost in transit
If the return is due to a faulty or incorrect item, OzJapwear will cover reasonable return shipping costs.
Non-Returnable Items
Unless faulty, 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 in transit or incorrect, please contact us within 48 hours of delivery. For any other fault, please contact us as soon as you notice the issue.
📧 support@ozjapwear.com
Please include your order number and clear photos of the issue so we can resolve it promptly.
Faults do not include damage caused by misuse, accidents, incorrect washing, or normal wear and tear.
Refunds
- Refunds are issued only for approved returns or as required by law
- Once received and inspected, refunds are processed within 3 to 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
Chargebacks
If you have an issue with your order, please contact us first so we can help. Opening a chargeback or payment dispute without contacting us may result in your account being suspended and the dispute being contested with full order and delivery evidence.
Fair Use & Abuse Protection
OzJapwear reserves the right to refuse returns or exchanges, or to decline future orders, 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 shipping costs are paid by the customer.
Return Address
📍 OzJapwear Returns
Shop 1, 203 Canley Vale Rd
Canley Heights, NSW 2166 AU
Please do not send returns without prior approval from our team.
Contact Us
For all return or exchange enquiries, please contact:
📧 support@ozjapwear.com