Refund policy
Refund & Returns Policy
At ORYX, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.
30-Day Returns
We offer a 30-day return period from the date your order is delivered.
To be eligible for a return, your item must:
- Be unused, unworn, and in its original condition.
- Include all original packaging, tags, and accessories.
- Be accompanied by proof of purchase (such as your order confirmation or receipt).
To request a return, please contact us at business.oryxhq@gmail.com within 30 days of receiving your order. Once your request has been approved, you’ll receive instructions on how to return your item.
Return Address:
1 Gracemere Street, Morayfield, 4506, Queensland
Please do not send items back without contacting us first, as unauthorised returns may not be accepted.
Change of Mind Returns
We accept change-of-mind returns provided the item meets the eligibility requirements above.
Unless the return is due to a faulty, damaged, or incorrectly supplied item, customers are responsible for the cost of returning the item to ORYX. Original shipping charges are non-refundable.
Returned items must be shipped back within 14 days of your return being approved.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is:
- Faulty or defective
- Damaged during delivery
- Incorrect or different from what you ordered
please contact us as soon as possible at business.oryxhq@gmail.com with your order number and clear photos of the issue.
We’ll assess the problem promptly and, where appropriate, provide a replacement, repair or refund.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
If a product fails to meet the consumer guarantees under Australian law, you may be entitled to a repair, replacement or refund depending on the nature of the issue.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on products that show signs of use, wear, washing or damage unless they are faulty.
We also cannot accept returns for:
- Gift cards
- Personalised or custom-made products
- Final sale or clearance items (unless required by Australian Consumer Law)
If you’re unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We currently do not offer direct exchanges.
If you require a different size, colour or product, simply return your eligible item and place a new order once your return has been approved.
Lost or Delayed Deliveries
If your order appears to be lost or significantly delayed, please contact us as soon as possible. We’ll work with the shipping carrier to investigate and help resolve the issue.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping information at checkout.
ORYX cannot accept responsibility for orders delivered to an incorrect address supplied by the customer. If an order is returned to us due to an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.
Refused or Unclaimed Deliveries
If an order is refused or returned to us because it was unclaimed, any original shipping costs are non-refundable. Additional shipping charges may apply if you request the order to be resent.
Refunds
Once your returned item has been received and inspected, we’ll notify you of the outcome of your return.
If your refund is approved, it will be processed to your original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at business.oryxhq@gmail.com.
Contact Us
If you have any questions about returns, refunds or your order, please contact us:
Email: business.oryxhq@gmail.com