Refund policy

At Oscar & Zo, we take pride in creating thoughtfully made pet products with natural materials and seasonally sourced ingredients. Every order is carefully packed to arrive in excellent condition. If something isn’t right, we’re here to help.

Cancelling an Order
Orders can be cancelled before they are dispatched.
A refund will be issued for the purchase price, minus any non-refundable costs (such as prepaid shipping fees).

Returns
Due to the nature of our products and for hygiene reasons, we do not accept returns for change of mind.
We encourage starting with our Discovery Set to experience our fragrances before purchasing a full-size bottle.

We accept returns on a case-by-case basis. To be eligible:

  • The item must be unopened, unused, and in original condition.

  • The request must be made within 7 days of delivery.

  • You are responsible for return shipping costs.

Once we’ve received and inspected your return, we will notify you of approval. If approved, we will refund the product value (excluding any original shipping costs) to your original payment method.

To start a return, please contact us at hello@oscarandzo.com.au. Returns sent back to us without first requesting approval will not be accepted.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong product, so we can evaluate and make it right.

To help us process your claim, please include:

  • Your order number

  • A clear photo of the product and packaging

  • A short description of the issue

  • (Optional but encouraged) a video of the unboxing process

Please keep all original packaging until advised.

Depending on the situation, we may:

  • Send a replacement item

  • Issue a credit note

  • Provide a refund to your original payment method

All resolutions are assessed on a case-by-case basis. Refunds may be declined if there is not enough evidence of product fault or damage.

Exchanges
We do not offer direct exchanges.
The fastest way to get the item you want is to request a return (if eligible) and place a new order once your return has been approved.

Exceptions / Non-Returnable Items

  • Change of mind

  • Fragrance preference (please try our Discovery Set first)

  • Incorrect address provided by the customer

  • Shipping delays once a parcel has been dispatched

  • Sale items or gift cards

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, you’ll be refunded automatically on your original payment method within 10 business days.

Please note it may take additional time for your bank or credit card provider to process the refund. If more than 15 business days have passed since your return was approved, contact us at hello@oscarandzo.com.au.

Need Help?
For any questions about returns, refunds, or damaged items, contact us at hello@oscarandzo.com.au with your order number and concern. Our team is here to help.