Returns & Refunds Policy

Effective Date: 8 February 2026
Last Updated: 8 February 2026

This Returns & Refunds Policy (“Policy”) applies to all purchases from OSHONIC (“Oshonic”, “we”, “us”, “our”) via oshonic.com.au and any other authorised sales channel where this Policy is referenced. By placing an order, you (“Customer”, “Buyer”, “you”) agree to this Policy in full.

Strict position: Oshonic does not accept returns unless:

Oshonic provides prior written approval (rare), or
a remedy is required under Australian Consumer Law.

Nothing in this Policy excludes or limits rights you may have under Australian Consumer Law that cannot be excluded.

1. Application by product category

This Policy applies differently depending on the product category. You must read the section that applies to your purchase.

1.1 Bathroom (retail supply)

Bathroom products include smart toilets and bathroom-related accessories supplied by Oshonic to customers. Bathroom products are technical and installation-dependent. Customers must verify compatibility, clearances, rough-in requirements, plumbing configuration, water conditions, and electrical requirements prior to purchase.

1.2 Living (wholesale trade supply)

Living products (including Australian made mattresses, bed bases, headboards and gas lift storage beds) are supplied wholesale only to approved trade customers, unless Oshonic confirms otherwise in writing.

If you purchased a Living product through a retailer, builder, hotel supplier, or trade customer, all return requests must be handled through the supplying retailer/trade customer. Oshonic does not process end-user return requests for wholesale-supplied Living products except where required by Australian Consumer Law.

2. Supplier only (no installation services) and support approach

Oshonic supplies products only. Oshonic does not provide installation, plumbing, electrical, commissioning, site inspection, or on-site troubleshooting services. All products must be installed by appropriately licensed and qualified trades in accordance with supplied instructions and applicable Australian standards.

If an issue arises and the cause may relate to installation or site conditions, you should first contact your licensed plumber/electrician to inspect and confirm compliance. Oshonic does not attend customer locations for diagnosis or site assessment.

3. Return-to-base assessment process

Where Oshonic agrees (in writing) to assess a product or component, assessment is handled strictly on a return-to-base basis. This means the product or relevant component must be returned to a location nominated by Oshonic in writing for inspection and/or testing.

Oshonic may request troubleshooting steps and supporting evidence before accepting any return for assessment. Claims may be declined where the matter cannot be reasonably verified, or where the cause relates to installation/site conditions outside Oshonic’s control, to the maximum extent permitted by law.

4. Strict “no change of mind” position

To the maximum extent permitted by law, Oshonic does not accept returns, exchanges, or refunds for:

Change of mind, buyer’s remorse, or “no longer needed”
Incorrect selection, ordering errors, or failure to confirm specifications
Incompatibility with existing plumbing, electrical systems, bathroom configuration, or site conditions
Projects delayed, installer delays, access issues, scheduling problems, or missed timeframes
Advice from third parties (including trades) that proves incorrect or incomplete
Aesthetic preferences where specifications or images were available
Products that have been installed, connected, used, modified, or attempted to be installed
Products opened beyond reasonable inspection, missing packaging, missing parts, damaged boxes, or not in resalable condition
Special orders, allocated stock, or items ordered to your request/specification

If you are unsure, contact Oshonic before ordering. Once an order is placed and processed, it is treated as final (subject to Australian Consumer Law).

5. Customer responsibilities before purchase

Before ordering, you must complete your own due diligence, including:

Confirming dimensions, clearances, rough-in requirements, service locations, and site access
Confirming water pressure/flow suitability and water quality considerations where relevant
Confirming electrical suitability where relevant
Reviewing product pages, technical documentation, and installation requirements
Consulting appropriately licensed trades for verification prior to ordering

6. Inspection on delivery and strict notification windows

6.1 Mandatory inspection

You must inspect products immediately on delivery and before installation. This includes checking:

Correct model and quantity delivered
Packaging condition
Visible damage or missing components
Accessories, fittings and documentation included

6.2 48-hour reporting rule

Any delivery damage, missing items, incorrect items, or visible faults must be reported to Oshonic within 48 hours of delivery. Reports received after this window may be rejected to the maximum extent permitted by law.

Evidence should be collected at the time of delivery, including photos of external packaging (all sides), internal protective materials, shipping labels, and the product. Keep all packaging until the matter is resolved.

7. Shipping damage

Delivery is performed by third-party carriers. If your order arrives with obvious external damage:

Do not dispose of packaging.
Photograph the packaging before opening.
Photograph the product and any damage immediately.
Where reasonable, note damage on the carrier’s delivery record.
Report to Oshonic within 48 hours.

Oshonic may liaise with the carrier as a practical step. However, carrier investigation timelines and outcomes are controlled by the carrier. Oshonic is not required to replace or refund for shipping damage unless required by Australian Consumer Law, or unless Oshonic chooses to do so in writing.

8. Manufacturing faults and defects

8.1 What counts as a manufacturing fault

A manufacturing fault is a defect in materials or workmanship present at the time of manufacture that prevents the product from performing its intended function under normal use.

8.2 What is not a manufacturing fault

Installation errors or non-compliant installation
Site conditions (water pressure, flow, electrical supply, drainage layout, access limitations)
Misuse, abuse, neglect, accidental damage, or unauthorised repairs/modifications
Cosmetic issues arising after delivery, normal wear, scratches, chips, or handling marks
Damage caused by cleaning chemicals, abrasives, incorrect maintenance, or water quality
Power surges, electrical faults, flooding, or environmental factors

8.3 How to lodge a fault report

To report a suspected fault, email Oshonic within 48 hours of delivery and include:

Order number and proof of purchase
Product model and serial number (if applicable)
Date of delivery and delivery confirmation
A clear written description of the issue
High-resolution photos/video showing the issue, packaging, labels, and context
Confirmation the product is uninstalled, unconnected, and unused (where relevant)

Oshonic may require troubleshooting steps, additional evidence, or return of the product/component for assessment. Where a return is required for assessment, Oshonic will provide written instructions. Unless required by law, assessment shipping costs may be the customer’s responsibility.

Warranty remedies (if any) are handled under the separate Warranty Information page and product documentation. This Policy does not expand warranty coverage.

9. Assessment return conditions, packaging, and transit risk

If Oshonic requests a return for assessment:

Written Return Authorisation is required before dispatch.
Goods must be returned in original packaging, or equivalent protective packaging suitable for transport.
All accessories, fittings, manuals, and components must be included.
The customer is responsible for safe removal (if applicable) and secure packaging.

If goods are returned inadequately packaged and are damaged in transit, the claim may be rejected. Transit risk for returns remains with the customer unless Oshonic agrees otherwise in writing or Australian Consumer Law requires otherwise.

10. Installed or used products

Products that have been installed, connected, used, modified, or attempted to be installed are not eligible for return or refund, except where Australian Consumer Law requires a remedy.

11. Exceptional returns (rare, only by prior written approval)

In rare cases, Oshonic may agree in writing to accept a return. This is not a right and is granted only at Oshonic’s sole discretion. If approved in writing, all of the following apply without exception:

Restocking fee: 35% of the item price (plus GST where applicable) will be deducted.
Shipping: Original shipping is non-refundable. Return shipping is paid by the customer.
Timeframe: Goods must be dispatched back within 7 days of written approval.
Condition: Goods must be unused, uninstalled, unopened where applicable, and in original packaging with all seals, labels, protective materials and components intact.
Resalable standard: Goods must be in fully resalable condition as determined by Oshonic on inspection.

Returns sent without written authorisation may be refused and returned to sender at the customer’s cost, or held pending payment of handling and reshipment fees.

12. Liability limits

To the maximum extent permitted by law, Oshonic is not liable for indirect or consequential loss, including installation costs, reinstallation costs, project delays, third-party contractor fees, property damage arising from non-compliant installation, loss of profit, or loss of opportunity. Oshonic’s total liability for any claim is limited to the purchase price paid for the specific product giving rise to the claim.

13. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where Australian Consumer Law applies, Oshonic will provide remedies as required by law. This Policy applies in addition to those rights and does not exclude them.

14. Claims and contact

All return-related claims or requests must be submitted in writing:

Email: hello@oshonic.com.au
Subject: Returns Claim – [Order Number]

Claims sent to other channels may be missed. Always email to create a written record.

15. Changes to this Policy

Oshonic may update this Policy at any time. The version in effect at the time of purchase generally applies to that transaction, unless a change is required by law. Customers are responsible for reviewing this Policy before each purchase.