Refund & Shipping Policy

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Last updated: 2025

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1. No Return Policy

We do not accept returns or exchanges for change of mind, wrong size selection, or personal preference.

All sales are final once your order is placed.

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Exceptions apply only in cases where:

The product is faulty or damaged on arrival; or

You received the wrong item.

If you believe your order falls under these exceptions, please email us at support@theoatrix.com within 7 days of receiving your order. Include:

• Your order number,

• A clear description of the issue, and

• Photos showing the defect or error.

Approved claims will be replaced or refunded at our discretion.

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2. Order Cancellations

Because many of our products are made-to-order, cancellations are only possible if requested within 24 hours of placing your order.
After production has started, we cannot guarantee a cancellation.

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3. Refunds

If your item is faulty or incorrect, we will offer a replacement at no cost to you.

If a replacement is not possible, we will refund the original payment method.

Refunds will be processed within 5–10 business days after approval.

Shipping fees are non-refundable unless we made an error with your order.

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4. Shipping Information
Processing Times

Made-to-order items: Typically 3–7 business days before shipping.

In-stock items: Typically ship within 1–3 business days.

Shipping Times

Australia: 2–8 business days (after dispatch)

International: 7–21 business days (after dispatch) – times may vary due to customs and carrier delays.

Shipping Rates

Shipping rates are calculated at checkout and depend on your location and the items in your order.

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5. International Orders & Customs

We ship worldwide.

International orders may be subject to import duties, taxes, and customs fees.

These charges are the responsibility of the customer and are not included in our prices or shipping fees.

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6. Lost or Delayed Shipments

We are not responsible for delays caused by postal or courier services, customs processes, or factors beyond our control.
If your order is lost in transit, contact us and we will work with the carrier to resolve the issue.

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7. Contact Us

For any questions or issues regarding your order, contact us at:
📧 support@theoatrix.com