Refund policy
Returns & Exchanges Policy
At Ophoria, we understand that investing in high-quality products requires confidence. We stand behind the premium items we curate and are committed to ensuring your experience is seamless from the moment of purchase to the final setup in your home. Our return policy is designed to be transparent, fair, and professional, giving you the peace of mind you deserve.
Policy Overview
We want you to be completely satisfied with your purchase. If a product doesn't meet your expectations or arrive in perfect condition, we are here to make it right. We treat every return with a focus on efficiency and fairness, ensuring our customers feel supported throughout the process.
Return Window
You have 30 days from the date of delivery to initiate a return or exchange. This window allows you ample time to inspect your item and ensure it fits your needs.
Return & Exchange Eligibility
To be eligible for a return, items must be in the same condition that you received them: new, unused, and in their original packaging. All accessories, manuals, and protective materials must be included. Items that show signs of use or are missing original packaging may not be eligible for a full refund.
Return Shipping Responsibility
Change of Mind: If you decide the product isn't right for you, you are responsible for the return shipping costs. To make this easier, we provide prepaid return labels, the cost of which will be deducted from your final refund.
Our Error or Defective Items: If we sent the wrong item or it arrived damaged, Ophoria covers all shipping costs.
How to Start a Return (RMA Process)
To begin a return, please email support@ophoria.com.au stating the following:
- Name
- Order Number
- Reason for return
- Photos of item (if applicable)
Once your request is reviewed, we will issue a Return Merchandise Authorization (RMA) number and provide shipping instructions. Please do not send items back without an RMA, as this may delay your refund.
Damaged or Defective Items
We take great care in selecting our logistics partners, but accidents can happen. Please inspect your delivery immediately upon arrival.
Freight (LTL) Deliveries: Damage must be reported within 48 hours of delivery.
Small Parcel (Express/DHL): Damage must be reported within 15 days of delivery. If an item is defective or damaged, we will arrange a replacement or a full refund at no cost to you.
Cancellations
If you change your mind shortly after ordering, you can receive a full refund provided the order is canceled before it has shipped. Once an item has left the warehouse, the standard return policy applies.
Our Error vs. Customer-Initiated Returns
We believe in accountability. If we make a mistake—such as shipping the incorrect model or color—we take full responsibility for the logistics and costs to fix it. For customer-initiated returns (change of mind), the customer covers the shipping logistics as outlined above.
Exchanges Process
To exchange an item, please contact us to initiate a return of your original purchase. Once the return is processed, you can place a new order for the desired item. For exchanges, the customer is responsible for both the return shipping of the original item and the reshipment costs of the new product.
Refund Processing Time
Once your return is received and inspected at our warehouse, we will process your refund within 7 business days. We refund the full purchase price, including the original shipping costs you paid at checkout.
Final Reassurance Statement
Shopping at Ophoria means choosing a brand that values quality and customer trust above all else. We are here to ensure your journey with us is elite, transparent, and completely secure. If you have any questions, our team is only an email away.
