Refund policy

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. All returns must arrive at our warehouse within 30 days of receiving the item. Any returns that arrive to our warehouse past the 30 day mark will not be accepted.

Return Instructions

• Click here to start a return. Items sent back to us without first requesting a return will not be accepted.
• We ask that you ship back your item(s) using your chosen carrier service. At this time we do not offer prepaid labels for returns/exchanges.
• We also ask that you purchase shipping insurance. Ozarke is not responsible for any damages in transit back to our warehouse. 
• Take a picture of your items before you ship them just incase you need to file a damage claim with the carrier. We also recommend taking pictures of how you repackaged your items. Please keep these images for your records.
• Include your packing slip with your order number (or a note with your order number, email, full name) in your return package.
• Please include details on whether you are requesting a refund or an exchange for the product(s). If you are requesting an exchange please list the size/color/item details.
• Unfortunately, we cannot accept returns on customized orders, gift cards, or warranty purchases. Note that shipping costs, shipping protection, and priority processing fees are non-refundable. 
• Once a return is approved, please send your return package to the address listed below:

To be eligible for a return, your item must be in the same condition that you received, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Item must be packaged the same way it was received to avoid any damages in transit back to us.

 As soon as we receive the return from you to our warehouse, we will begin to process the return which will take 3-5 business days. 

A 10% restock fee applies to all returns to cover transaction processing fees that are not refunded to us by Shopify payments.

A 20% fee applies if the item received is not in the original packaging.

A 30% fee applies if the return received is missing any components (brackets, screws, remote control...etc.)

A 50% fee applies if the return received is damaged, or if the product has any visible wear. 

You can choose between a store credit or a refund to your original payment method. If a store credit is selected, Ozarke will waive the 10% restock fee.

For additional questions please feel free to contact us at info@ozarke.com   

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items that are damaged will be replaced by Ozarke at no cost to the customer. If you wish to return the fixture instead, you will be responsible for the return shipping costs. Again, we will always make it right by sending you replacements free of charge, provided that we receive high-quality photos and/or videos showing the defects as well as pictures of the shipping box. We apologize for your less than perfect experience.

All damaged claims must be submitted to us within 21 days of delivery. We don't accept damaged claims past 21 days of delivery date. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on warranty purchases, sale items, gift cards, blankets, or dining sets.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

Returns Without Approval
Any returns sent back to us without obtaining approval via email or any returns that arrive to our warehouse past the 30 day mark will not be accepted and it will be the customer's responsibility to provide a shipping label to return these back.

 

Cancellations
If your product has not been submitted for fulfillment by us, we accept cancellations within 30 minutes of the order date. We don't accept cancellations past 30 minutes of the order date. A 10% cancellation fee applies to all orders (even if cancelled within 30 minutes) to cover transaction processing fees that are not refunded to us by Shopify payments as well as a restock fee.

 

Discounts
If for any reasons you missed applying a coupon code to your order, please notify us within 12 hours of order date so our customer service team can apply the discount on your behalf. Once the 12 hour period has ended, we will not be able to apply the discount.