Returns & Refunds Policy

Urban Oasis Home and Garden
Effective Date: 24/11/25

At Urban Oasis Home and Garden, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns and refunds in compliance with Australian Consumer Law (ACL).

1. Australian Consumer Law

Under the ACL, you are entitled to a repair, replacement, or refund if a product is:

Faulty or defective
Not as described
Does not perform as expected

These rights apply regardless of our store policy.

2. Change of Mind

We do not offer refunds or exchanges for change of mind unless otherwise stated. Please choose carefully before placing your order.

3. Damaged or Faulty Items

If your item arrives damaged or faulty:

Contact us within 7 days of delivery at support@urbanoasishome-garden.com.au or 0426 796 313.
Provide your order number and clear photos of the issue.
We will arrange a replacement, repair, or refund as required by law.

4. Incorrect or Missing Items

If you receive the wrong item or an item is missing:

Notify us within 7 days of delivery.
We will correct the issue promptly at no extra cost.

5. Return Process

Do not return items without contacting us first.
We will provide instructions for returning the product to the supplier or our warehouse.
Return shipping costs may apply unless the item is faulty or incorrect.

6. Refunds

Refunds are processed to your original payment method (PayPal, credit card).
Please allow 5–10 business days for the refund to appear in your account.

7. Non-Returnable Items

Certain items cannot be returned for hygiene or safety reasons (e.g., opened bedding, custom orders), unless faulty.

8. Contact Us

For any questions or to initiate a return, contact:
Email: support@urbanoasishome-garden.com.au
Phone: 0426 796 313