Returns, Refunds & Warranty Policy

Warranty Information

Warranty Period

OZ Braai of Unit 3, 10–12 Claude Boyd Parade, Bells Creek, QLD 4551 offers a 12-month warranty from the date of purchase against manufacturing defects on products supplied by us.

What the Warranty Covers

• Any defect in design or manufacture that results in the product failing to perform substantially as described in our authorised advertising or literature.
• At our discretion, we will repair or replace the product.

This warranty is provided in addition to your rights and remedies under the Australian Consumer Law (ACL) and does not exclude, restrict, modify, limit or override your statutory rights.

What the Warranty Does Not Cover

• Damage resulting from improper use, misuse or neglect.
• Damage caused by incorrect installation or modifications, unless installed by OZ Braai.
• Damage caused by mould, insects, animals, weather exposure, accidents, or fair wear and tear.
• Costs or losses associated with:
  • Removing and reinstalling the product;
  • Travel and/or other expenses due to a remote location;
  • Transport charges or damage during transit (customers are responsible for delivery and collection, including postage costs; we recommend insuring products in transit);
  • Any indirect or consequential loss associated with product failure.

30-Day Change of Mind Guarantee (Updated November 2020)

Products returned for change of mind are eligible for a store credit only. Refunds are not available for change of mind.

• You may return your product within 30 days of dispatch.
• Items must be unused, unopened and in the original, undamaged packaging.
• Return postage is paid by the customer.
• Once received and inspected, a store credit will be issued for the product value excluding delivery charges (as per your Order Confirmation).

This policy does not apply to customised or engraved items—see the “Customised & Engraved Products” section below.

Customised & Engraved Products

No returns or refunds are accepted for customised or personalised products (including engraved knives, braais and accessories) under the 30-Day Change of Mind policy.

This includes (without limitation):

• Customer-provided text, spelling, wording, artwork or design choices; and
• Orders where proofs or details were approved by the customer prior to production.

If We Make a Customisation Error

If OZ Braai makes an error in the customisation (e.g. engraving that differs from the approved request), we will promptly remedy the issue by:

1. Providing a corrected replacement at no additional cost; or
2. Offering a refund if a replacement is not possible.

To assess a customisation error, we may request order notes, proof approvals, artwork files and clear photographs of the received item.

Faulty Product Return Policy (Australian Consumer Law)

Under the ACL, you may choose a refund or exchange if an item has a major problem, for example if the item:

• Has a problem that would have stopped someone from buying it had they known about it;
• Is unsafe;
• Is significantly different from the sample or description; or
• Does not do what we said it would (or what you asked for) and cannot be easily fixed.

Alternatively, you may choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If not repaired within a reasonable time, you may choose a refund or replacement.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

How to Make a Claim

1. Email [email protected] with your order number, description of the issue and clear photos/videos; or call (07) 5437 0039.
2. Retain and provide your proof of purchase.
3. For warranty/customisation assessments, please allow our team to review the evidence. All faulty items must be assessed by our Warranty Department before a claim is finalised.
4. For returns, ship items carefully packaged. We recommend a tracked and insured service.

Contact & Returns Address

Email: [email protected]
Phone: (07) 5437 0039

Online purchases must be returned to the address above with proof of purchase.