Refund and Warranty

Overview

At OZSOFA, we are committed to providing high-quality sofas and exceptional customer service. We want you to feel comfortable and confident in your purchase. If you encounter any issues after receiving your order, our return and refund policy is designed to help you resolve them smoothly.

We accept returns under the following conditions:

  1. Quality Issues: Defects within the warranty period, such as peeling, rusting, structural damage, or deformation.
  2. Change of Mind: Returns accepted within 30 days, provided the item is unused and in its original packaging.
  3. Incorrect or Misrepresented Item: If the received product differs significantly from the description.
  4. Lost or Stolen Package: If your order is marked as delivered but not received.
  5. Shipping Damage or Missing Items: If your order arrives damaged or incomplete.

Please review this policy carefully before making a purchase to ensure you understand the terms and conditions. Further details on each case and the return process are provided below.

1. Quality Issues (Within Warranty Period)

If your product has a quality issue covered under warranty, please follow these steps:

  • Confirm that the product is still within the warranty period.
  • Take clear photos or a video showing the issue.
  • Send the following details to support@ozsofa.com:
    1. Purchase receipt*
    2. Unboxing video*
    3. Photos or videos of the defect
    4. A brief description of the issue

We will review your request within 24 hours, confirm your shipping address, and arrange a replacement free of charge if approved.

2. Change of Mind (Within 30 Days)

Check whether the product is less than 30 days after receipt.

Take a video of packing that should include whole packing process clearly and competely. Note that original packaging is required.

Send the following materials to support@ozsofa.com

          1. packing video*

          2. unboxing video*

          3. purchase receipt*

The time it takes for the money to arrive your account depends on the credit card or e-banks company’s work progress. Typically within 1-7 days.

We will initiate the refund to your original account immediately when we assess your material as hoped. You will need to pay for shipping and ship it to the supplier’s factory. If you wish to return to a local warehouse (if available), you will need to pay for shipping and a 20% re-stocking fee.

3. Incorrect or Misrepresented Item

If the product you receive is different from the item’s description when you received the package, please:

We will review your request and send a replacement at no extra cost.

Take an unboxing video showing the discrepancy.

Send the unboxing video and purchase receipt to support@ozsofa.com.

4. Lost or Stolen Package

If your order is marked as delivered but was not received, please first check with neighbors or your local courier service.

If the package is still missing, provide your order number to us.

Upon confirmation, we will resend your product, but shipping costs will apply.

5. Shipping Damage or Missing Items

Before delivery, any shipping-related issues are covered by us.

If your product arrives damaged, please send an unboxing video and your purchase receipt within 30 days of delivery.

We will assess the case and send a replacement at no cost.

If your package is missing, contact us immediately for assistance.

Claims made after 30 days of delivery will not be accepted.

Please refer to the following definitions for a clear understanding of these terms.  

Packing Video: The video should show you or someone else packing the product. First, clearly display every side of the product in the video, then place it in the box and ensure it is well protected. The video should reflect this process. In some cases, we may require the original packaging. Please pay attention to the instructions sent via email.

Unboxing Video: This is a crucial part of the process. You need to record the entire unboxing process clearly and completely. The video should show all six sides of the box, with no signs of it being opened prior. Carefully cut open the box, take out the product, and ensure every side of the product is visible in the video.

Purchase Receipt: Also important thing in the deal. We will send you a receipt/invoice to you with your product, keep it nice and it will be used as proof of purchase of our product. You will need it when you got a quality issues or anything else.

Delivery Receipt: You will get a receipt from courier when you send a package to our specified address, which is your delivery receipt and it is a proof you have been send the package. Keep it nice and you will use it in reimbursement from us.

Delivered: Mostly courier will let you get the product on-the-spot, we call that delivered. Note that in a few cases, courier will put your product on your doorstep, it will also be considered has been delivered