Ozwear Ugg always strive to provide customers with products of a high quality and standard. If an ordered item falls short of your expectations, you receive a different style to what you ordered or require an exchange or refund. You have up to 30 days from the date of your purchase to contact us to remedy the matter.

Please contact our customer service team via the 'Contact Us' form and a customer service representative will be in touch with next steps for a resolution.

Where possible, please provide the following information when contacting us:

- Order number

- Where the item was purchased

- Nature of your enquiry e.g.: Exchange etc

- Style number or name of product

Please note, our policy is that exchanges or returns from Online customer orders are processed the same way they were purchased eg: Online exchanges or returns are posted back to our warehouse. We do not conduct in person exchanges or refunds in our warehouse outlet or partnered retail stores for online purchases.

We do not offer 'free postage' for any product returned for exchanges or refunds.

Exchange

If you wish to make an exchange of your recent purchase you have up to 30 days from the date of your purchase to do so.

In order for an exchange, you must provide ‘Proof of purchase’ (receipt of your purchase/or provide your transaction number) and all items should be returned in the following condition:

  • Brand new
  • Unworn
  • Free of scuff marks
  • Free from holes
  • Free from stains
  • Stitching not damaged
  • Colouration of product is as new
  • Boots/Shoes/Moccassins soles clean with no marks
  • There has been no alteration to the product
  • The product has not been worn extensively/misused or under extreme conditions

All tags, labeling, packaging and dust bags must also be returned with the product including the branded box which should be unaltered in any way eg: No shipping forms attached, tape or marks on the box.

Please note that if an item is to be returned, it is the customers responsibility to return the items via a pre paid tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit, by using a pre paid tracked system it will ensure the customer is covered until the goods reach our warehouse.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

Refund

If you wish to obtain a refund of your recent purchase you have up to 30 days from the date of your purchase to do so.

In order for a refund, you must provide ‘Proof of purchase’ (receipt of your purchase/or provide your transaction number) and all items should be returned in the following condition:

  • Brand new
  • Unworn
  • Free of scuff marks
  • Free from holes
  • Free from stains
  • Stitching not damaged
  • Colouration of product is as new
  • Boots/Shoes/Moccassins soles clean with no marks
  • There has been no alteration to the product
  • The product has not been worn extensively/misused or under extreme conditions

All tags, labeling, packaging and dust bags must also be returned with the product including the branded box which should be unaltered in any way eg: No shipping forms attached, tape or marks on the box.

Please note that if an item is to be returned, it is the customers responsibility to return the items via a pre paid tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit, by using a pre paid tracked system it will ensure the customer is covered until the goods reach our warehouse.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

If a refund is processed it will be in the following way:

Credit Card or PayPal transaction - Your refund amount will be credited to the same account in which you used to make your initial purchase

Part Credit Card/Part Voucher transaction - The amount paid via Credit Card will be credited to the account in which you made your initial transaction and a new voucher will be reissued for the remaining balance.

Please note: We do not refund the postage only the product items when issuing a refund.

Faulty Items - Exchange & Refund Policy

If you have recently purchased a product and wish to enquire about an exchange or refund due to the item being considered faulty. Please complete the 'contact us' form and include the following information:

- Proof of Purchase (Receipt or bank statement showing the purchase/transaction)

- Photos of the product (If footwear - Including the soles of the shoes/boots, front, back and side)

- Provide a brief explanation, including the product style, size and colour and name if known.

All products are reviewed with consideration to the following:

 - How much time has passed since the product was purchased
 - How a consumer is likely to have used the product
- The length of time for which it is reasonable for the product to be used
- The amount of use it could reasonably be expected to tolerate before the failure becomes noticeable. 

Please note: We have a very experienced/thorough quality control system in place and will be able to quickly identify if a claim is warrantable or not, so you may rest assured that you will be provided with professional customer service. (In accordance with Australian consumer law)

If the item is deemed to have a genuine fault, we will assist with providing the appropriate information to manage next steps for a resolution.

Partnered Retailer - Exchange & Refund Policy

If you have recently purchased via a partnered retailer and wish to enquire about an exchange or refund. Please make initial contact with the retailer who you purchased from as your financial purchase/transaction has been made direct with them under their trading terms and conditions. (Including their warranties). 

Please note: We do not offer any additional warranty to items sold via a partnered retailer (unless specified) as items are usually sold at a discounted rate or at times can be clearance items or discontinued. If you would like further advice please discuss with the partnered retailers customer service team.

Partner Retailer - Faulty Items - Exchange & Refund Policy

If you have recently purchased via a partnered retailer and wish to enquire about an exchange or refund due to the item being considered faulty.

Please make initial contact with the retailer who you purchased from as your financial purchase/transaction has been made direct with them under their trading terms and conditions. (Including their warranties).

Please note: We do not offer an additional warranty to items sold via a partnered retailer (unless specified) as items are usually sold at a discounted rate or at times can be clearance items or discontinued. If you would like further advice please discuss with the partnered retailers customer service team.

When contacting the retailer you may be required to provide the following information:

- Proof of Purchase (Receipt or bank statement showing the purchase/transaction)

- Photos of the product (If footwear - Including the soles of the boots, front, back and side)

- Provide a brief explanation, including the product style, size and colour and name if known.

The retailer will then contact our manufacturing department on your behalf for review.

Please note: We have a very experienced/thorough quality control system in place and will be able to quickly identify if a claim is warrantable or not, so you may rest assured that you will be provided with professional customer service. (In accordance with Australian consumer law)

If the item is deemed to have a genuine fault, the partnered retailer will assist with providing the appropriate information to manage next steps for a resolution.

Warehouse Outlet Store Online Sales - Exchange & Refund Policy

Please note, our policy is that exchanges or returns from Online customer orders are processed the same way they were purchased eg: Online exchanges or returns are posted back to our warehouse. We do not conduct in person exchanges or refunds in our warehouse outlet or partnered retail stores for online purchases.

Manufacturers - Limited Warranty Policy

Ozwear Ugg footwear is warranted for one year against defective materials and workmanship. This does not extend to problems that arise from normal wear and tear over time. 

If a claim is submitted, products are reviewed with consideration to the following:

 - How much time has passed since the product was purchased
 - How a consumer is likely to have used the product
- The length of time for which it is reasonable for the product to be used
- The amount of use it could reasonably be expected to tolerate before the failure becomes noticeable. 

Please note: We have a very experienced/thorough quality control system in place and will be able to quickly identify if a claim is warrantable or not, so you may rest assured that you will be provided with professional customer service. (In accordance with Australian consumer law)

Extensive wear, extreme wear or misuse to products is not covered under the manufacturer's limited warranty. eg: scuffing, worn out soles, cuts or holes in boots, discolouration, tearing, fraying, repairs gone wrong, marks or alteration to boots or products, sweat/moisture/water related changes or damage to boots or products, cigarette or campfire burns, mud and grass stains.

Please note: For any claims a 'Proof of Purchase' is required when submitting your enquiry. This is required to verify that the product has been sold via an authorised reseller and is not counterfeit.

Please note: We do not offer an additional warranty to items sold via partnered retailers (unless specified).

Slight dye transfer may occur with darker coloured sheepskin during first few wears. This occurrence is not covered under the manufacturer's limited warranty.

Lighter coloured sheepskin may pickup inks from clothing with which it comes into contact. This discoloration is not covered under the manufacturer's limited warranty.

Because sheepskin is a natural product, there may be some irregularities and variations in colour and texture. These traits are characteristic of fine quality sheepskin and add to the beauty and character of the footwear or products. These characteristics may cause variations in the fit and wear of some sheepskin products. These irregularities and variations are not covered under the manufacturer's limited warranty.

Development in design, fit and styling of products resulting in range evolution over time is not a warrantable claim under the manufacturers limited warranty.

Alterations made to products after purchase and wearing are not covered under the manufacturers limited warranty or the exchange and refund policy. e.g.Dyeing to change colour or sewing patches on boots, repairs by shoe repairers etc 

Please note:  We currently do not offer a 'shoe repair service' for 'wear and tear' but are happy to provide suggestions for customers to consider at their own discretion.

OZWEAR UGGS PTY LTD - ABN 70 162 678 935