Returns, Refunds & Exchanges

100% MONEY BACK GUARANTEE (Within Australia & New Zealand)

Shop in complete confidence:

Any order placed through OptimOZ.com.au is backed by our 60 Day 100% Money Back Guarantee. (excludes electronics).

Satisfaction Guarantee: If you’re not completely satisfied, we will replace the product, refund or issue a credit note for the amount you paid (less shipping costs) if you initiate the process within 60 days of the date of purchase.

Exchanges and Returns of unopened products: We will cover the cost of return shipping.

Special Condition when it comes to electronic products (see below).

Unless the product is defective, the policy excludes goods marked as Clearance at the time of purchase.

Change of mind refund or accidentally chosen for unopened, undamaged & unused products.	You choose a 100% refund or a store credit of the product purchase price you paid. No shipping charge refunds.
If we receive a return or exchange with damaged packaging, then a restocking fee will be charged.	You can get 50% store credit of product purchase price paid. No shipping charge refunds.
You received a damaged product, it is not as described or something is missing from your order.	We will replace or refund for you in full at no extra charge.

In the unlikely event you need to return an item you can begin the process at the returns page.

We will try to make the process as quick and painless as possible.

Electronics Disclaimer:

Heartmath offers a two year warranty. For Heartmath emWave2, emWave Pro and Inner Balance sensors, please choose your version carefully before purchase. Refunds, returns or swaps are assessed on a case by case basis. Generally, if the product has been opened, we can no longer sell it as a new item and cannot provide you with a 100% refund of the purchase price.
If you are having technical difficulties with your device, then In the first instance, contact support@heartmath.com who will attempt to assist you and then authorise a warranty replacement if necessary.

Non-returnable items:
Gift cards, opened food or supplement packages.
Any item where a return is initiated more than 60 days after receipt (as shown by postal tracking records).

Refunds: (if applicable)
For damaged goods, we're usually able to process a refund or send you a replacement as soon as you've provided us with photos. Otherwise, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 to 4 days.

Late or missing refunds: (if applicable)
If you believe you haven’t received a refund yet, first check your bank account, paypal or credit card statement again.
Then contact the relevant financial institution. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@optimoz.com.au.

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift coupon code will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Returns Shipping:
To return your product, you should first initiate a returns request. Upon approval, we will provide you with a Reply Paid returns address (within Australia)

Processing Time:

We are based in Sydney, so depending on where you live will affect the time it takes for your return or exchange to be processed. Usually, returns are processed within 5 business days. If you're expecting a refund, it can take another 2-3 business days.