Refund policy

PLEASE REFER TO THE WARRANTY & RETURNS POLICIES ON OUR WEBSITE

What is the Watch Warranty?

For Watches:

  • OOZOO and CLUSE Watches offer a 2 Year Mechanical. 
  • Process: Ring or email with your concern and to get review authorisation and return address details.  We will assume responsibility for the watch, once it arrives to us.  In house repair: we will turnaround the watch ASAP and certainly within a few business days if it’s repairable with stocked parts, otherwise mostly weekly air-freight imports mean parts will arrive within days, so delays are minimal and always reasonable. We return watches by Tracked Australia Post Parcels.
  • Usual guarantee exclusions for cases, straps, glasses, crowns apply but we will look reasonably at any claims on a case-by-case basis.

All other watches (Cactus & Tikkers) offer a 3-month warranty.

All Novelty Items (Games/ Cards/ Glass Wear/ Jokes/ Books etc.) have a limited 12 Month Warranty on manufacturing defects only and similar principles in the 'covered' sections below apply.

What is the Bracelet & Jewellery Warranty?

All Steel & Barnett Bracelets and Jewellery are covered by a 1-Year Limited Warranty from the original date of purchase against manufacturing defects in materials and workmanship. All OOZOO Jewellery is covered by a 3-month warranty.

Our Products Come with Consumer Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
    •    A replacement or refund for a major failure, and
    •    Compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality and the failure does not amount to a major failure.

This warranty is provided in addition to your rights under the Australian Consumer Law.

What Is Covered (Manufacturing Defect Warranty)

This warranty covers manufacturing defects including:
    •    Structural faults in hinges or joins
    •    Manufacturing misalignment
    •    Hardware failure under normal intended use

If a manufacturing defect is confirmed within the warranty period from purchase, we will, at our discretion:
    •    Repair the product, or
    •    Replace it with the same model (or a comparable model if unavailable)

Proof of purchase is required.

What Is Not Covered

This warranty does not cover:
    •    Accidental damage (drops, crushing, impact damage)
    •    Heat damage 
    •    Improper care, cleaning with harsh chemicals, or unauthorised repairs
    •    Loss or theft
    •    Damage caused by pets
    •    Cosmetic wear that does not affect functionality

Normal wear and tear is not considered a manufacturing defect.

Warranty Conditions
    •    Applies to the original purchaser only
    •    Non-transferable
    •    Valid for the warranty period applicable to the item from the date of purchase
    •    You may be required to cover return shipping costs unless the claim relates to a major failure under the Australian Consumer Law

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@brobox.com.au

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@brobox.com.au.


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.


Exceptions / non-returnable items 

Unfortunately, we cannot accept returns on sale items or gift cards.


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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@brobox.com.au.