Returns and Refund Policy

1. Faulty or Damaged Goods

We strive to ensure all our products meet the highest quality standards. If you receive a faulty or damaged item, please follow these steps:

•       Time Frame: We ask that you notify us as soon as possible, ideally within 30 days of receiving your order.

•       Assessment Process: Share photos or videos that clearly show the fault or damage. Our team will evaluate the issue and guide you on the next steps.

•       Refund Processing: Refunds for returned items will be processed within 7 business days after receiving and checking the product.

•       Return Address: We require customers to contact us for a return authorisation before sending any items back. This ensures the process is smooth and avoids unauthorised returns.

•       Resolution Options:

◦       If a fault or damage is confirmed, we will work with you to provide an appropriate resolution.

◦       In some cases, a return of the item may be required. Where a return is necessary due to a confirmed fault or damage, we will cover reasonable return shipping costs.

Note: If the item is out of stock, we will contact you to arrange a refund or provide the option to wait for the next batch.

2. Change of Mind Returns Policy

We understand that purchasing online can sometimes lead to a change of mind. Our policy for such cases is as follows:

Eligibility:

•       Return requests must be made within 30 days of receiving the item.

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

•       Certain items cannot be refunded due to hygiene reasons and will be disposed of, including: Bedding and Bedding Accessories (for example, quilts, pillows, mattress protection items such as mattress protectors, mattress underlays and mattress toppers).

Return Process:

•       Contact our customer support team at outlet-service@oikosoutlet.com.au to request a return authorisation.

•       You will receive instructions on how to return the item.

•       The customer is responsible for return shipping costs unless otherwise stated.

•       Return Address: We require customers to contact us for a return authorisation before sending any items back. This ensures the process is smooth and avoids unauthorised returns.

•       Restocking Fee: A 15% restocking fee may apply, deducted from your refund.

•       Refund Time Frame: Once the returned item is received and inspected, we will process your refund within 7 business days to the original payment method. Please note that original dispatching costs are non-refundable.

If you have any questions or concerns, feel free to reach out to our team at outlet-service@oikosoutlet.com.au. We’re here to help!