Welcome to OZ Home Hub. By accessing or using our website and services, you agree to be bound by these Terms of Service ("Terms"). Please read them carefully before using our site.

By accessing our website (www.ozhomehub.com.au), you agree to comply with these Terms and all applicable laws and regulations. If you do not agree with any part of these Terms, please do not use our website.

You must be at least 16 years old or have the consent of a parent or guardian to use our services. By using our site, you represent that you meet this requirement.

- Accuracy: You agree to provide accurate, current, and complete information during registration.
- Security: You are responsible for safeguarding your account credentials and for any activity under your account.
- Notification: Notify us immediately of any unauthorized use of your account.

You agree not to:
- Use the site for unlawful purposes.
- Engage in any activity that could harm or interfere with the site's operation.
- Attempt to gain unauthorized access to any part of the site or its systems.

- Ownership: All content on the site, including text, graphics, logos, and images, is our property or the property of our licensors.
- Restrictions: You may not reproduce, distribute, modify, or create derivative works without our prior written consent.

- Accuracy: We strive for accuracy but do not warrant that product descriptions or other content are error-free.
- Availability: Products and prices are subject to change without notice. We reserve the right to limit quantities or discontinue products.

- Currency: All prices are listed in Australian Dollars (AUD) and include GST unless stated otherwise.
- Payment Methods: We accept major credit cards online. If you require any special payment method, please contact us.
- Billing Information: You agree to provide current, complete, and accurate billing information.

- Order Confirmation: Receipt of an order confirmation does not signify acceptance of your order.
- Right to Cancel: We reserve the right to refuse or cancel any order for reasons including product availability, errors in pricing or product information, or suspected fraud.

To the maximum extent permitted by law:
- No Liability: OZ Home Hub is not liable for any indirect, incidental, special, or consequential damages arising from your use of the site or products purchased.
- Maximum Liability: Our total liability to you shall not exceed the total amount paid by you for the products in question.

You agree to indemnify and hold OZ Home Hub harmless from any claims, damages, liabilities, and expenses arising from your use of the site, violation of these Terms, or infringement of any rights of a third party.

These Terms are governed by the laws of the State of New South Wales, Australia. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of New South Wales.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

We may modify these Terms at any time. Changes will be effective immediately upon posting. Your continued use of the site constitutes acceptance of the revised Terms.

Our site may contain links to third-party websites. We are not responsible for the content or practices of these sites. Access them at your own risk.

We're here to help. If you have any questions or need assistance, please contact our Customer Service team. Please visit our Contact Us page.

OZ Home Hub is committed to handling customer complaints fairly, promptly and in accordance with the Australian Consumer Law.

If you are dissatisfied with a product, delivery, return, refund, cancellation, warranty matter or another aspect of your order and would like OZ Home Hub to investigate or provide a resolution, you can lodge a complaint through our Order Management & Support page.
To lodge a complaint:
1. Visit the Order Management & Support page on our website.
2. Log in using the details associated with your order.
3. Select the relevant order.
4. Submit a support ticket and provide details of your concern.
5. Where relevant, attach supporting information such as photographs, videos, documents or other evidence that may assist us in assessing the matter.
Once a complaint is submitted, a ticket reference will be created so that the matter can be tracked through our system.
If you are unable to access or use the online support system, please contact our Customer Service team. A staff member can create a support ticket on your behalf.

OZ Home Hub will:
- acknowledge your complaint within 2 Business Days;
- provide a first substantive response within 10 Business Days;
- record and review the nature of your complaint and the information provided;
- request additional information where reasonably necessary to assess the matter;
- where required, obtain information from relevant suppliers, manufacturers, warehouses, couriers, logistics providers or other parties involved with your order;
- assess your complaint having regard to the circumstances of the order, our policies and your rights under the Australian Consumer Law;
- keep a record of the status of the complaint and the next action required; and
- advise you of the proposed resolution, further action required or reasons for our decision.
Where there is a material update while a complaint remains unresolved, we will provide you with a substantive progress update at least every 15 Business Days.
Some complaints may require information from third-party manufacturers, suppliers, warehouses, couriers or payment providers. This can affect the time required to complete an investigation. Where this occurs, OZ Home Hub will continue to follow up the matter and keep appropriate records of the investigation.

Complaints may be escalated to a senior staff member where appropriate, including where:
- the matter has remained unresolved for an extended period;
- there has been repeated unsuccessful contact or attempted resolution;
- the complaint concerns non-supply or an alleged major failure;
- there is an alleged safety risk or vulnerable consumer;
- the amount in dispute is significant; or
- the matter otherwise requires senior review.
OZ Home Hub has a designated Dispute Manager who is responsible for overseeing appropriate dispute handling and assisting with escalated or complex complaints.

The appropriate resolution will depend on the circumstances of each complaint and the rights and remedies available under the Australian Consumer Law.
Depending on the circumstances, a resolution may include:
- repair;
- replacement;
- replacement parts;
- re-delivery;
- completion of missing or partially supplied goods;
- collection or an authorised return arrangement;
- reimbursement of reasonable return costs where required by the Australian Consumer Law;
- partial refund where agreed and appropriate;
- full refund where the consumer is entitled to one;
- cancellation of an affected order or item; or
- another remedy required by the Australian Consumer Law.
Nothing in this Complaints and Dispute Resolution process excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

A complaint may be closed when the agreed or required remedy has been completed, a final written outcome has been provided and is not disputed within the applicable period, the complaint has been withdrawn, or the complaint cannot reasonably be matched to an OZ Home Hub transaction after appropriate enquiries.
If we are waiting for information from you, we may contact you again before closing the ticket. A complaint will not be automatically closed simply because it is difficult, aged, or awaiting an internal, supplier or courier response.
Where a complaint is closed because we have not received a response from you, the complaint can be reopened if you later provide relevant information.

If you are unable to lodge a complaint through our online system, please contact our Customer Service team and ask for a complaint or support ticket to be created on your behalf.
For the fastest assessment, please provide your order number and a clear description of the issue, together with any relevant photographs, videos or supporting information.