Returns Refund Policy
1. Purpose
1.1
Our priority as a business is to get your inflatables manufactured, tested and delivered to your address on time and ready for use. The safety of our customers and the patrons of their inflatables is our paramount concern, which is why all customers received detailed product information guides at the time of purchase.
The nature of inflatable devices is inherently uncertain, and there are many factors involved in the manufacture, transport, correct usage, supervision, maintenance and storage of the devices, some of which as the manufacturer are outside our control. For these reasons, there are occasions when we need to make changes to our operations to maintain quality while meeting order volumes and scheduling delivery.
All timelines provided by Oz Inflatables when you buy a product should be considered estimates; we do not guarantee exact delivery dates or schedules and they do not form part of the terms and conditions of purchase.
This policy sets out the compensation and assistance we will provide you during warranty period where parts of your inflatable device has been damaged or broken.
You may also have additional rights in addition to our Return & Refund Policy (including under the Consumer Guarantees in the Australian Consumer Law, for example) where your inflatable device has been damaged or broken and we cannot resolve this for you within a reasonable time. The Consumer Guarantees give consumers certain rights in relation to the products and services we supply which we cannot exclude, restrict or modify. Please see our Consumer Guarantees page for more information on your rights under the Australian Consumer Law.
The information provided in this Policy is not intended to be an exhaustive statement of your rights under the Australian Consumer Law, and you may be entitled to a refund or compensation in additional circumstances and for costs not specifically listed in this Policy in the event of your inflatable device being damaged or broken.
2.1
2. When does this policy apply?
You may be entitled to the assistance set out in this policy where you have purchased an inflatable device through Oz Inflatables and the product has been damaged or broken during the warranty period.
What happens if there are delays with the delivery of my order?
3.1
If we need to change the timeline of your order due to manufacturing or delivery delays, we will contact you using the contact details provided in your ordering information (which may be by phone, text or email) to advise you of the change to your order details.
3.2
If the new delivery time is not suitable to you, then we:
- will review the scheduled timeline and impacting factors to determine a revised delivery date.
- may offer to have your inflatable delivered to you via express transport with additional rates to be shared between you and Oz Inflatables.
In the event that suitable alternative arrangements cannot be made, you may request a credit note or a refund of the total price you paid for your inflatable device
4. What happens if my order arrives but it is damaged or parts are missing?
4.1
If you believe that your inflatable device was damaged during transport you need to contact Oz Inflatables within 48 hours of the delivery date, with the following information:
- Confirmation that you have read all of the product information and setup guides provided.
- That the product was being used in a manner outlined in the Product Information Guide.
- Information on the damage and how it occurred.
- Detailed photographs of the damaged area (Close-up and showing the full device).
- Video footage of the damaged area (Close-up and showing the full device).
4.2
In the event your inflatable was damaged in transport, we will assist you with filing a claim with the delivery service as outlined in the Oz Inflatables Terms and Conditions document. There may be some circumstances where the Delivery Service may request additional details from you. We will assist with mediation and compensation throughout this process as much as possible.
4.3
In the event your inflatable arrived with parts missing, you will need to provide the exact details to our customer support and we will arrange replacement items to be delivered the following business day. There may be some circumstances where we need additional time to track items via the Delivery Service to ensure the missing parts were not delivered to an incorrect address.
5. What happens if my inflatable is damaged during the warranty period?
5.1
On rare occasions that an inflatable device sustains minor damage, we may request additional information from you to correctly ascertain the extent and circumstances of the damage, including:
- Confirmation that you have read all of the product information and setup guides provided.
- That the product was being used in a manner outlined in the Product Information Guide.
- Information on the damage and how it occurred.
- Detailed photographs of the damaged area (Close-up and showing the full device).
- Video footage of the damaged area (Close-up and showing the full device).
There may be circumstances where additional information is requested.
The Oz Inflatables customer service team will review all of the information and send you written confirmation of the next step to get your inflatable back to working order in accordance with the Australian Consumer Law, your consumer guarantee rights and Terms and Conditions or your purchase published on this website.
5.2
In the event that the minor damage was due to a manufacturing or design fault we will arrange for the inflatable device to be repaired by an authorized representative at your location within 14 days.
There may be some circumstances where the repair time needs to be extended. We will inform you of any adjustments needed. You may be entitled to claim compensation for reasonable costs you incur as per section 8 or under the Australian Consumer Law.
5.3
In the event your inflatable was damaged in due to improper use or was used in a manner other than outlined in the Product Information Guide, we will assist you to find a local repair agent for you to have the damaged area repaired at your own cost.
5.4
OZ INFLATABLES may, at their sole discretion, or in accordance with Australian Consumer Law, provide a refund on Products if there is a major failure claimable under your Consumer Guarantee Rights. You acknowledge and agree that you are liable for any postage and shipping costs associated with any refund pursuant to this clause.
6. What happens if there is major fault to my inflatable?
6.1
In the event of the inflatable device experiencing a major failure, you will need contact to the Oz Inflatables customer service team in the first instance. Similar to requirements in point 4, you will need to provide the following:
- Confirmation that you have read all of the product information and setup guides provided.
- Information on the damage and how it occurred.
- Detailed photographs of the damaged area (Close-up and showing the full device).
- Video footage of the damaged area (Close-up and showing the full device).
Oz Inflatables will review all of circumstances in how the major failure occurred and the extent of impact to the device before beginning either, a repair, a replacement or a refund process in accordance with the Australian Consumer Law to resolve any concerns you may have.
7. What happens if I want to return the inflatable?
7.1
In the event we do not provide you with the product you paid for under the Australian Consumer Law or Oz Inflatables terms and conditions, and this failure is not due to your act or omission (for example, you will not be entitled to receive a refund if you breach the terms and conditions applicable to the product, or use the product in a manner other than outlined in the Product Information Guide) you may request to return it for a replacement product or a refund of the amount you paid for the product in accordance with Australian Consumer Law and Oz Inflatables terms and conditions.
8. Claims for reasonable costs
8.1
You may also be entitled to reimbursement of additional costs if any delivery delay or claims related to minor or major damage constitutes a breach of the consumer guarantees under the Australian Consumer Law. Please see our Consumer Guarantees page for more information.
If Oz Inflatables has delays with carrying out repairs to minor damage that has been deemed a design or manufacturing fault, you may be entitled to have these repairs quoted by a local agent of your choice, and the repairs can be carried out after their credentials and experience has been verified and the quoted price deemed reasonable.
Any damage should any be submitted by contacting our support staff in the first instance.
Please keep receipts for all amounts you are intending to claim. We will not be able to reimburse you for any reasonable expenses if you are not able to provide us with evidence to our reasonable satisfaction that you incurred these costs. Where possible, you should take steps to mitigate costs or expenses you may incur and allow Oz Inflatables reasonable time to undertake repairs using approved techniques that will not void or cancel any remaining warranty on your inflatable.