TERMS & CONDITIONS
CUSTOMER CARE
This Customer Care Policy outlines the principles, standards, and procedures by which Ozflex Australia ensures the highest level of service and support to our wholesale customers. Our aim is to build lasting, mutually beneficial relationships through professional, responsive, and ethical customer service.
At Ozflex Australia, we are committed to:
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Providing accurate, timely, and helpful information
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Responding promptly to inquiries, complaints, and concerns
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Maintaining professionalism and courtesy at every touchpoint
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Supporting you before, during, and after a sale
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Treating every customer with fairness and respect.
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Scope
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This policy applies to:
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All wholesale customers and resellers
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All employees who interact with customers (Sales, Customer Service, Dispatch, Accounts)
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All channels of customer communication (email, phone, in-person, online).
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Customer Service Standards
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Standard Response Time
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General Inquiry, Within 24 business hours
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Order Confirmation Within 12 hours of order receipt during Business hours
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Delivery Updates Provided within 1 business day of request
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Complaint Resolution; Initial response within 24 hours; resolution within 3-5 business days.
WHOLESALE INQUIRIES
For all Reseller enquiries please contact us by:
Phone: (08) 9477 3881
Mob: 0428 931 544
Email: ozflex@ozflex.com
Returns & Complaints
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Return requests must be made within 1 day of delivery.
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Returns are accepted for:
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Damaged or defective goods
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Incorrect items sent
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Items not as described (within return policy terms)
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Submit complaints via email with order number and detailed description.
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Refunds or replacements will be issued based on inspection outcomes and in compliance with our Returns Policy.
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Confidentiality and Data Protection
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Customer information is handled in accordance with our Privacy Policy and relevant data protection laws. We never sell or share your data without consent.
PAYMENT METHODS
- Credit / Debit Cards
- PAYPAL
- Offline Payments