【 Australia / New Zealand 】

How to Return an Item

Unless the product is faulty, damaged, not as described, or otherwise required under the Australian Consumer Law, we generally do not accept returns, refunds or order cancellations due to change of mind, incorrect purchase, personal preference, or if the product is no longer needed.

In specific circumstances, where a return has been agreed by both parties after discussion with our customer service team, the returned product must be in brand-new, unused condition and in its complete original packaging. This includes the product, accessories, packaging, manufacturer’s carton, all accompanying documents or materials, and any free gifts. Otherwise, the return or refund may not be accepted.

For non-faulty product returns, the customer is responsible for the shipping cost to return the item to the OurDearHome Australia returns centre or another designated address. Depending on the condition of the product, completeness of packaging and restocking costs, we may charge a handling or restocking fee of up to 20% of the product value. After the returned item has been received and inspected, we will refund the product amount after deducting any applicable fees within 14 days.

The above arrangements apply only to non-faulty product returns and do not limit any rights you may have under the Australian Consumer Law in relation to faulty products, damaged products, products that are not of acceptable quality, or products that are not as described.

Return Address

Please do not send any product back before receiving our confirmation and return instructions. The return address will be provided after your request has been initially confirmed. Items sent without prior confirmation may result in delays, loss, or the return being unable to be processed.

How to Request an Exchange

If the product is faulty, damaged, missing parts, or has developed an issue during delivery, please contact us as soon as possible after receiving the item. To help us follow up with the courier, supplier or manufacturer, we recommend contacting us by email at order@ourdearhome.com within 7 days of delivery, and providing your order number, details of the issue, photos or videos of the product, and relevant proof of purchase.

If the product is confirmed to be covered by the manufacturer’s warranty or Australian Consumer Law, we will provide a suitable remedy depending on the circumstances of the case, including repair, replacement, refund or other reasonable solution.

If you discover an issue after the product has been used or opened, please contact us as soon as possible. Please keep the product, all accessories, packaging, manuals, free gifts and proof of purchase so that we can assess the case.

If you have any questions, please contact us by email at order@ourdearhome.com. We will reply as soon as possible. Thank you.