Returns & Refunds Policy

We want you to be completely satisfied with your Okuch order. If something isn’t right, we’re here to help.

Australian Consumer Law

Our returns policy operates in accordance with the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality.

Change of Mind Returns

We accept change of mind returns within 14 days of delivery, subject to the following conditions:

• Item must be unused, unworn, and in original packaging with tags attached
• Return shipping costs are the responsibility of the customer
• A refund or store credit will be issued once the item is received and inspected

Faulty or Incorrect Items

If your item arrives faulty, damaged, or different from what you ordered, please contact us within 7 days of delivery with:

• Your order number
• A description of the issue
• Clear photos of the fault or incorrect item

We will arrange a replacement, repair, or full refund at no cost to you, in line with your rights under the ACL.

Non-Returnable Items

• Items that have been worn, washed, or altered
• Items returned after 14 days without prior approval
• Custom or personalised items

How to Start a Return

Email us at okuchstore@gmail.com or use our contact page with your order number and reason for return. We will respond within 1 business day with return instructions.

Refund Processing

Approved refunds are processed to your original payment method within 5–10 business days of receiving the returned item. You will receive an email confirmation once your refund has been issued.