Last updated: 7 August 2026

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement or refund if a product has a major failure, and to another remedy for other failures. This policy explains how to request support and does not limit any right that cannot lawfully be excluded.

How to start a return or warranty request

Email [email protected] with your order number, product name, a clear description of the issue and relevant photos or video. For camera bodies, lenses and electronic equipment, include any error messages and describe the conditions in which the issue occurs. Please do not send an item back until we provide return instructions and a reference where required.

Faulty, damaged or incorrectly supplied items

If an item arrives damaged, is incorrect or develops a fault, contact us as soon as possible. We may ask for evidence or arrange an assessment to understand the issue. The appropriate remedy depends on the nature of the problem, the product and your rights under applicable law. Where a return is required for an issue that is our responsibility, we will explain the return method and any applicable cost arrangements.

Australian Consumer Law remedies

A major failure may include a product that would not have been purchased if the problem had been known, is substantially unfit for its normal purpose, is unsafe, or cannot be fixed within a reasonable time. For a major failure, you may choose a refund or replacement, or keep the goods and receive compensation for the drop in value. For a non-major failure, we may provide a repair within a reasonable time, or a replacement or refund if a repair cannot be provided in that time.

Change-of-mind returns

For a change-of-mind request, contact us within 30 days of delivery. Approval is subject to the product being unused, complete with all supplied accessories, manuals, packaging and gifts, and in resalable condition. Sealed items must remain unopened where the seal is relevant to resale or hygiene. Approval is assessed after the returned product is received and inspected.

For an approved change-of-mind return, return shipping and safe packaging are your responsibility. We may deduct a reasonable amount from a refund where there has been a reduction in value caused by handling beyond what is reasonably necessary to inspect the product. Original shipping charges, expedited delivery charges, import duties and customs charges are generally not refundable for a change-of-mind return unless required by law.

Items not eligible for change-of-mind returns

Change-of-mind returns are not available for used, damaged or incomplete items; activated or redeemed software and digital products; gift cards; special-order products; hygiene-sensitive products once opened; products marked final sale; or items altered from their supplied condition. This list does not affect your Australian Consumer Law rights where a product is faulty, not as described or otherwise fails to meet a consumer guarantee.

Warranty support and repair assessment

Manufacturer warranties may apply in addition to your consumer rights. Warranty service can require proof of purchase and assessment by OzPrice, the manufacturer or an authorised service provider. A warranty may not cover accidental damage, misuse, liquid damage, unauthorised modification, normal wear, consumables or faults caused by incompatible accessories. Do not arrange an external repair before contacting us, as this can affect the available assessment and remedy.

Refund method

Where a refund is approved, we will generally return funds to the original payment method unless another method is required by law or agreed with you. Processing times can vary by payment provider. We may need to verify the identity of the purchaser before issuing a refund for fraud prevention.