Return & Refund Policy

At OEKEY, we want you to be completely satisfied with your purchase. Our Return & Refund Policy is fully compliant with the Australian Consumer Law (ACL). Please read the detailed guidelines below regarding returns, refunds, and exchanges.

This policy applies to both defective and non-defective (change of mind) products.

1. Return & Exchange Window

• Standard Returns: Customers can request a return or exchange within 30 days from the date of delivery.

• Warranty Claims: If a product develops a manufacturing defect after the 30-day window, it remains covered under our 12-month warranty and Australian Consumer Law guidelines.

2. Conditions for Returns (Eligibility)

To qualify for a return, refund, or exchange, items must meet the following criteria:

• The product must be unused, undamaged, and in its original condition.

• The product must be returned in its original packaging, including all original boxes, accessories, manuals, and documentation.

• A valid proof of purchase (such as your OEKEY order number or receipt) must be provided.

Final Sale Items: Clear exclusions apply to clearance items or custom-configured products, which are clearly marked as "Final Sale" on their respective product pages and are not eligible for change-of-mind returns.

3. Return Shipping Costs & Methods

All returns must be completed via mail. Responsibility for return shipping fees depends on the reason for the return:

• Change of Mind: The customer is fully responsible for paying the return shipping costs. Shipping fees from the original order are non-refundable. For change-of-mind returns, we will refund the product cost only.

• Defective, Damaged, or Incorrect Items: If you receive a faulty product, a damaged parcel, or the wrong item layout/version, OEKEY will take full responsibility. We will provide you with a pre-paid return shipping label or fully reimburse your return postage cost once verified.

4. How to Initiate a Return or Exchange

Please follow these steps to return an item:

1. Email Our Support Team: Contact us at support@oekey.com.au within the applicable timeframe.

2. Provide Order Details: Include your order number, the specific reason for the return, and clear photos of the product (including packaging and any reported defects).

3. Receive Authorization & Address: Our Sydney customer support team will respond within one business day to provide you with the authorized return shipping address for our warehouse. Do not ship items back without receiving this address first.

5. Refunds & Inspection Processing Time

• Warehouse Inspection: Once your return package arrives at our warehouse, our team will inspect the item to verify its condition. We will process your return and send an email update within 24 hours of receiving the package.

• Refund Reflection: Once approved, your refund will automatically be issued back to your original payment method. It typically takes 3 to 7 business days for the funds to officially post to your account, depending entirely on your bank or payment service provider's processing schedule.

6. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

7. Contact Us

For any questions, clarifications, or support regarding our policies, please reach out to our team:

• Email: support@oekey.com.au

• Phone: 0413 423 833

• Operating Hours: Monday to Friday, 9:00 AM – 5:00 PM AEST