Returns & Warranty Policy
Last Updated: September 2026
OZ FANS DIRECT
At OZ FANS DIRECT, we want you to be completely satisfied with your purchase. If you have received a damaged or incorrect product, are experiencing a product fault, or have simply changed your mind, we're here to help.
This Returns & Warranty Policy explains how we handle returns, exchanges, refunds and warranty claims.
This policy applies to purchases made through the OZ FANS DIRECT website and is subject to your rights under the Australian Consumer Law (ACL).
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under Australian law.
1. Australian Consumer Law
All products purchased from OZ FANS DIRECT are covered by the consumer guarantees under the Australian Consumer Law.
These guarantees may provide you with rights to a repair, replacement, refund or other remedy, depending on the circumstances and the nature of the problem.
Our returns policy and any manufacturer's warranty operate in addition to your rights under the Australian Consumer Law.
A manufacturer's warranty does not replace or limit your Australian Consumer Law rights.
2. Check Your Order When It Arrives
We strongly recommend inspecting your order as soon as it is delivered.
Before opening or installing your fan, please check:
The product matches your order.
The model, size and colour are correct.
All cartons and packages have been received.
The packaging is not visibly damaged.
The product appears to be complete.
Accessories and components appear to be included.
Where possible, do not open or install a product until you have confirmed that you have received the correct item.
If you notice damage to the outer packaging, please photograph the packaging before opening it.
3. Damaged Products
If your product appears to have been damaged during delivery, please contact OZ FANS DIRECT within 7 days of delivery.
Please provide:
Your order or invoice number.
Photos of the external packaging.
Photos of the damaged product.
Photos of the shipping label.
A description of the damage.
Please do not install, modify, repair or dispose of the product or packaging until we have advised you how to proceed.
We will assess the issue and, where appropriate, arrange a replacement, repair, refund or other applicable remedy.
4. Incorrect Products
If you receive an item that is different from the product you ordered, please contact us within 28 days of delivery.
Please provide your:
Order/invoice number.
Product details.
Photos of the product and packaging.
Description of the discrepancy.
Please do not install or assemble an incorrect product.
If an incorrect product has been installed, assembled, modified or otherwise used, please contact us before taking any further action so we can determine the appropriate solution. We cannot guarantee any outcomes but will do our best to get the optimum solution for our clients.
5. Missing Products or Parts
If an item or component appears to be missing from your delivery, please contact us within 7 days of delivery where possible.
Before contacting us, please check the product packaging and manufacturer's installation instructions, as some components may be packed separately or inside another component of the product.
If a part is confirmed to be missing, we will work with you to arrange the appropriate solution.
6. Faulty Products & Warranty Claims
Our products are covered by applicable manufacturer's warranties and the consumer guarantees under the Australian Consumer Law.
Warranty periods and conditions vary between manufacturers and products. The applicable warranty information may be shown on the product page, your invoice, manufacturer's documentation or documentation supplied with the product.
If you believe your product is faulty, please contact OZ FANS DIRECT before returning or removing the product.
OZ FANS DIRECT will provide you with the relevant link/s for you to fill out the manufacturer’s warranty form.
To assist with your claim, they may request:
Order or invoice number.
Product model.
Description of the fault.
Photos or videos showing the problem.
Proof of purchase.
Evidence of installation by a licensed electrician, where applicable.
Depending on the nature of the fault and the applicable warranty or consumer guarantee, the product may be repaired, replaced or refunded as appropriate.
7. Ceiling Fan Installation
Many ceiling fans and other hard-wired electrical products must be installed by a licensed electrical contractor in Australia.
You are responsible for ensuring that your product is installed in accordance with:
Australian electrical requirements.
Manufacturer installation instructions.
Applicable building and electrical requirements.
Any requirements specified with the product.
Where a licensed electrician is required, please retain your Electrical Safety Certificate, Certificate of Compliance or other applicable installation documentation.
Evidence of professional installation may be required when making a manufacturer's warranty claim.
Incorrect installation, unauthorised modifications or tampering may affect a manufacturer's warranty where permitted by the warranty terms and applicable law.
8. Do Not Remove a Faulty Installed Fan Without Advice
Some ceiling fans are covered by an in-home manufacturer's warranty.
Where an in-home warranty applies, the manufacturer may arrange an authorised technician or service agent to inspect, repair or replace the fan at the property.
If your installed fan develops a fault, please contact OZ FANS DIRECT or the relevant manufacturer before removing the fan.
Removing the fan yourself may prevent an applicable in-home warranty service from being provided.
If a fault occurs during installation, ask your electrician to stop and contact the relevant warranty/support team where appropriate.
9. Change-of-Mind Returns
Australian Consumer Law does not generally require a retailer to provide a refund simply because a customer has changed their mind, ordered the wrong product or no longer wants the product.
However, OZ FANS DIRECT offers a change-of-mind return option, subject to the conditions below.
Change-of-mind returns must be requested within 30 days of the invoice/order date.
To be eligible:
The product must be unused.
The product must not have been installed.
The product must be in new and resalable condition.
The product must be complete with all accessories and components.
The original packaging must be retained and in suitable condition.
The product must not have been modified, damaged or altered.
The product must not be a special-order or custom product.
The product must not be a clearance/final-sale product where the listing states that change-of-mind returns do not apply.
All change-of-mind returns require prior approval from OZ FANS DIRECT.
10. Change-of-Mind Return Process
To request a change-of-mind return:
Step 1 — Contact Us
Contact OZ FANS DIRECT within 30 days of your invoice/order date.
Provide:
Your name.
Order/invoice number.
Product details.
Reason for the return.
Step 2 — Wait for Approval
Our team will assess your request.
If approved, we will provide return instructions.
Step 3 — Return the Product
The product must be returned according to the instructions provided by OZ FANS DIRECT.
Do not send products back without receiving return approval first.
Unauthorised returns may be refused or delayed.
Step 4 — Product Inspection
Once received, the product will be inspected to ensure it meets our change-of-mind return conditions.
If the product is accepted, your refund, credit or exchange will then be processed in accordance with the approved return arrangement.
11. Return Freight — Change of Mind
For approved change-of-mind returns, the customer is responsible for the cost of returning the product to MANUFACTURER.
Original delivery or freight costs may also be deducted from the refund where applicable.
Where a product is returned because it is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, return costs will be handled in accordance with the applicable consumer guarantees.
12. Restocking Fee
Approved change-of-mind returns may be subject to a 20% restocking and processing fee.
The applicable fee will be confirmed when your return is approved.
Additional costs may apply if the product is returned:
Used.
Installed.
Damaged.
Incomplete.
Without required accessories.
Without suitable original packaging.
No restocking fee will be charged where the return is required due to our error or where such a fee would be inconsistent with your rights under the Australian Consumer Law.
13. Refunds
Where a refund is approved, it will generally be processed to the original payment method.
Processing times may vary depending on the payment provider or financial institution.
For approved change-of-mind returns, applicable return freight and restocking/processing charges may be deducted from the refund.
Where a refund is required under the Australian Consumer Law, we will process the applicable remedy in accordance with those requirements.
14. Exchanges & Store Credit
For an approved change-of-mind return, OZ FANS DIRECT may offer an exchange or store credit where appropriate.
Any difference in product price, freight costs or applicable processing fees will be advised before the exchange or credit is processed.
15. Products Excluded From Change-of-Mind Returns
Due to the nature of certain products, change-of-mind returns may not be available for:
Custom-made products.
Special-order products.
Products specifically sourced or ordered for a customer.
Clearance or final-sale products where identified as non-returnable.
Discontinued products where identified as non-returnable.
Bulk or commercial orders.
Specially modified products.
Extended ceiling fan rods or other products that have been cut or modified.
Products that have been installed or used.
Products that have been damaged or altered.
These exclusions do not limit any rights you may have under the Australian Consumer Law.
16. Inspect Products Before Installation
Please inspect your fan and its components for visible defects or cosmetic damage before installation.
This includes checking for:
Scratches.
Dents.
Cracks.
Damage to blades.
Damage to motor housing.
Damage to light kits.
Damage to other visible components.
If you identify a problem, please contact us before installation.
Once a product has been installed, please do not remove or modify it without first contacting us if you believe there is a fault.
17. Installation Costs
Unless otherwise required by the Australian Consumer Law or specifically agreed by OZ FANS DIRECT or the manufacturer, installation and removal costs are not included in the purchase price of the product.
For products covered by an applicable manufacturer's in-home warranty, the manufacturer's warranty terms will determine whether labour or service costs are covered.
Please contact us or the manufacturer before arranging removal of a potentially faulty installed product.
18. Warranty Exclusions
Manufacturer warranties generally do not cover issues caused by matters such as:
Incorrect installation.
Installation by an unauthorised person where a licensed installer is required.
Incorrect use.
Failure to follow installation or operating instructions.
Unauthorised repairs or modifications.
Tampering.
Accidental damage.
Normal wear and tear.
Damage caused by external factors.
Power surges or electrical supply issues where excluded by the applicable warranty.
Damage caused by misuse or neglect.
The specific manufacturer's warranty terms applicable to your product will apply.
Nothing in these exclusions limits your rights under the Australian Consumer Law.
19. Proof of Purchase
Proof of purchase may be required for returns and warranty claims.
Acceptable proof may include:
OZ FANS DIRECT tax invoice.
Order confirmation.
Receipt.
Other reasonable evidence of purchase.
Please retain your invoice and warranty documentation.
20. Warranty Assessment
Depending on the circumstances, OZ FANS DIRECT or the manufacturer may need to:
Request photographs or videos.
Conduct troubleshooting.
Request additional information.
Inspect the product.
Test the product.
Arrange an authorised technician.
Request evidence of professional installation.
Arrange a repair or replacement.
The appropriate remedy will depend on the nature of the issue, the applicable manufacturer's warranty and your rights under the Australian Consumer Law.
21. Products Purchased for Commercial Use
Different warranty or consumer guarantee provisions may apply to products purchased for commercial or business purposes.
If you are purchasing fans for a commercial project, development, builder project or in bulk quantities, please contact OZ FANS DIRECT before placing your order so we can confirm the applicable terms.
22. Return Authorisation
All change-of-mind returns must be authorised by OZ FANS DIRECT before the product is returned.
Please do not send products to our warehouse or return address without receiving written instructions from us.
Our return instructions may include:
Return address.
Freight requirements.
Packaging requirements.
Required documentation.
Return reference number.
This process helps us identify and process your return efficiently.
23. Contacting OZ FANS DIRECT
For assistance with a return, damaged product, incorrect order, missing item or warranty claim, please contact us.
OZ FANS DIRECT
Please include your order or invoice number whenever contacting us about an existing purchase.
Frequently Asked Questions
Can I return a fan if I change my mind?
Yes, OZ FANS DIRECT accepts eligible change-of-mind returns within 30 days, subject to the conditions in this policy.
The product must be unused, uninstalled, complete and in resalable condition. Product will be required to be sent back to the manufacturer.
Can I return a fan after it has been installed?
Change-of-mind returns are generally not accepted once a fan has been installed.
If you believe the fan is faulty, contact us before removing it. An applicable manufacturer's in-home warranty may allow the manufacturer to arrange a technician.
What if my fan arrives damaged?
Contact us as soon as possible, preferably within 7 days of delivery. Take photographs of the packaging and product and do not install the fan.
What if I received the wrong fan?
Contact us within 14 days of delivery and provide your order number and photographs of the product and packaging.
Do not install or assemble the incorrect product.
What if a part is missing?
Contact us within 7 days of delivery where possible. Please first check the manufacturer's instructions and packaging to make sure the component hasn't been packed separately.
Who pays return shipping for change-of-mind returns?
For approved change-of-mind returns, the customer is responsible for return shipping costs. Original delivery costs may also be deducted from the refund where applicable.
Is there a restocking fee?
Yes. Approved change-of-mind returns may be subject to a 20% restocking and processing fee.
No restocking fee will be applied where the return is required because of our error or where prohibited by the Australian Consumer Law.
What warranty do my fans have?
Warranty periods vary by manufacturer and product. Please check the product listing, invoice and manufacturer's warranty documentation for the specific warranty applicable to your fan.
Do I need a licensed electrician?
Many hard-wired ceiling fans require installation by a licensed electrician. Always follow the manufacturer's installation requirements and applicable Australian electrical requirements.
What happens if my fan develops a fault?
Contact OZ FANS DIRECT or the relevant manufacturer before removing or modifying the fan. Depending on the product and circumstances, the issue may be handled through the manufacturer's warranty or your Australian Consumer Law rights.
Can I repair the fan myself?
We recommend that you do not attempt repairs or modifications without prior approval from OZ FANS DIRECT or the manufacturer. Electrical work should only be carried out by an appropriately licensed person.
Can I return a clearance or special-order fan?
Clearance, final-sale, special-order, custom and specially modified products may be excluded from our change-of-mind policy. Please check the product listing or contact us before purchasing if you are unsure.
What if I purchased the wrong fan?
If the product has not been installed or used, contact us within 30 days to request a change-of-mind return. The return will be subject to the conditions and fees in this policy.
Does this policy affect my Australian Consumer Law rights?
No. Nothing in this policy excludes, restricts or modifies rights that you have under the Australian Consumer Law.
OZ FANS DIRECT reserves the right to update this policy from time to time. The policy applicable to your purchase will be the version in effect at the relevant time, subject always to your rights under applicable Australian law.