In the unlikely event that the item arrives damaged or faulty, you are covered if the goods (or part of them) arrive defective. Learn more from the ACCC Repair, replace, refund & Shopping online


Ozzie Direct generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with extended warranty for your peace of mind. Please refer to the product listing for the warranty period.

You are required to notify Ozzie Direct within 7 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process.

Mattress returns:

If you purchased a mattress from Ozzie Direct, you must return it in its original, unopened packaging for a refund or exchange. If the seal is opened, we cannot accept a return due to hygiene & health and safety reasons.

'Free shipping' returns:

As we offer ‘free shipping’ on all products  a full refund will be issued minus the initial and return shipping fee paid by Ozzie Direct as an incentive on the purchase.

COVID-19 Update:

Please note: due to the high volume of email and phone calls, there is a long queue of enquiries and whilst we are doing our best to quickly turn around requests, the current delay is around 5-10 working days. 

Please do not attempt to return the item without our approval.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Once approved, the refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers. Warranty is not transferrable 

Contact us:

If you have any questions about our Returns & Warranty Policy, please contact us: ozziedirect@hotmail.com