Returns & Exchanges Policy

At Ophoria, we want you to shop with confidence. If you need to return an item, we're here to make the process straightforward and transparent.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery, provided the item:

• Is in Like New condition.
• Is unused and unassembled.
• Includes all original packaging, accessories, manuals, and components.
• Is returned in a resalable condition.

Items that are used, damaged, incomplete, or not in their original packaging are not eligible for a refund.

Restocking Fee

All approved change-of-mind returns are subject to a 15% restocking fee.

If you arrange and pay for the return shipping yourself, provide proof of the freight cost and we will deduct that amount from the 15% restocking fee. This means you will never pay more than the standard 15% restocking fee.

Return Shipping

For change-of-mind returns, you are responsible for arranging and paying for return shipping unless advised otherwise by Ophoria.

If the return is due to our error or because the product is faulty or damaged, Ophoria will cover all reasonable return shipping costs.

Order Cancellations

Orders cancelled before shipment will receive a full refund.

If your order has already shipped, it is treated as a change-of-mind return. The return is subject to:

• A 15% restocking fee, and
• Return shipping costs.

Damaged, Incorrect or Faulty Items

Please inspect your order upon delivery.

• Freight (LTL) deliveries: Report damage within 48 hours.
• Parcel deliveries: Report damage within 15 days.

If you receive a faulty, damaged, or incorrect item, we will arrange a replacement, repair, or refund in accordance with Australian Consumer Law at no additional cost to you.

How to Start a Return

Email support@ophoria.com.au with:

• Your name
• Order number
• Reason for the return
• Photos (if the item is damaged or incorrect)

Once approved, we'll issue a Return Merchandise Authorisation (RMA) and provide return instructions. Returns sent without an RMA may not be accepted.

Exchanges

If you would like to exchange an item, please contact us to arrange a return. Once your original item has been received and approved, you can place a new order for the replacement product. Customers are responsible for any applicable return and outbound shipping costs for exchanges.

Refunds

Once your return has been received and inspected, approved refunds will be processed within 7 business days using your original payment method.

Refunds for change-of-mind returns exclude the 15% restocking fee and any applicable return shipping costs.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Products that are faulty, not as described, or fail to meet consumer guarantees are entitled to the remedies provided under Australian Consumer Law.