Refund policy

Returns & Exchanges

What is your return policy?

At Black Flys Oz, we stand behind our product and comply fully with the Australian Consumer Law (ACL).

Please read the policy below before lodging a return.

1. Change of Mind

We offer store credit or exchange only for change-of-mind returns.

This includes:

  • Ordering the wrong style

  • Ordering the wrong size

  • Deciding you no longer want the item

  • Finding it cheaper elsewhere

To be eligible:

  • Return must be requested within 14 days of delivery

  • Item must be unused and unworn

  • Original packaging must be included

  • Item must be in resale condition

Return shipping costs are the responsibility of the customer.

Once approved and received, we will issue a store credit valid for 12 months.

We do not offer refunds for change-of-mind purchases.

2. Faulty or Damaged Items (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If your item has a major fault, you are entitled to choose:

  • A refund

  • A replacement

  • Or compensation for the drop in value

A major fault includes if the product:

  • Is unsafe

  • Is significantly different from description

  • Is not fit for purpose

  • Cannot be fixed within a reasonable timeframe

If the fault is minor, we may choose to:

  • Repair the item

  • Replace the item

If the repair is unsuccessful, you may then choose a refund or replacement.

If you believe your item is faulty, please contact us within a reasonable time of receiving it.

3. Damaged in Transit

If your order arrives damaged:

  • Contact us within 48 hours of delivery

  • Provide your order number

  • Provide clear photos of the damage and packaging

We will assess and resolve promptly.

4. Incorrect Item Sent

If we sent the wrong item:

  • Contact us within 7 days

  • We will cover return shipping

  • A replacement will be sent as soon as the original is received

5. Non-Returnable Items

We do not accept returns for:

  • Final sale items (clearly marked)

  • Items damaged due to misuse

  • Items returned without original packaging

  • Items returned outside the return window

6. How to Start a Return

Email: support@blackflysoz.com

Include:

  • Your order number

  • Reason for return

  • Photos (if faulty)

Do not send items back without approval.

7. Processing Time

Once your return is received and inspected, please allow 3–5 business days for processing.

Refunds (where applicable under ACL) will be issued to the original payment method.

Shipping costs are non-refundable unless the item is faulty.