Regret Desk Service Terms

Last updated: 10 October 2026

Returns can be a hassle. Regret Desk provides practical help with preparing eligible online returns, so you can get the next step sorted. This policy explains what we can help with, what we need from you and how your parcel is handled.

1. What we help with
Depending on the return and the services available, we can help with return-label printing, checking the supplied return instructions, packaging, preparing documentation and lodging the parcel with the nominated postal or courier provider on your behalf.
Regret Desk is a returns-assistance service. We are not the retailer deciding your return, and we are not the carrier transporting your parcel. We will confirm the work we have agreed to carry out before accepting it.

2. Availability and acceptance
Regret Desk is generally available during weekend walk-in hours. Weekday assistance may be available by prior arrangement. Please check current availability before visiting.
Acceptance depends on the parcel, documentation, carrier requirements and our capacity. Leaving an item at the premises does not mean it has been accepted. A team member must confirm acceptance and the agreed service.

3. Before bringing your return
Please obtain any required return approval from the retailer or marketplace. Bring the item, a valid return label or the information needed to obtain it, any return authorisation and the retailer's packing and lodgement instructions.
Tell us the return deadline before we accept the parcel. We will confirm whether we can meet the required lodgement timing. Check whether the retailer requires dispatch or receipt by that deadline.
You remain responsible for return eligibility, the accuracy of information you supply and compliance with the retailer's requirements. Remove personal data from devices and include accessories where required. We do not need your account password; please remain present if account access is necessary.

4. Parcel suitability
Tell us about the contents, approximate value and any fragile, restricted or potentially dangerous items, including batteries, liquids or aerosols, before acceptance.
We may decline parcels that cannot be handled safely or do not meet the nominated carrier's requirements. Ask us first about high-value, unusually large or fragile returns. We will confirm any available packaging, cover or service options before proceeding.

5. Fees and payment
We will explain the service fee and any additional packaging, postage or preparation charges before work starts. Our assistance fee is separate from any refund the retailer may provide.
Payment is required before work starts unless we agree otherwise. Changes to the requested work or unexpected extra costs will be discussed with you before they are incurred.

6. Authority and care of your parcel
When you ask us to lodge a parcel, you authorise Ozari to act as your agent for the limited purpose of preparing and lodging that return with the agreed carrier. This does not authorise us to accept a retailer settlement or change your return request without your instructions.
We will take reasonable care of the parcel while it is in our custody. We will record the agreed service and provide a receipt or confirmation of acceptance. Where lodgement is included, we will confirm the expected lodgement date and make the available carrier receipt or tracking details available to you.
Tracking is provided where supported by the selected service. A tracking number or printed label alone does not establish that the carrier has accepted the parcel.

7. After carrier lodgement
Once the carrier accepts the parcel, it handles transport, tracking and delivery under its applicable terms and cover arrangements. We cannot promise a delivery date or guarantee that the retailer will approve the return or issue a refund.
If there is a problem, contact us with your service receipt and tracking information. Carrier claims are generally handled through the carrier's process. We will provide the records we hold and assist where needed, including where a claim must be lodged through an account we used.
Carrier lodgement does not remove responsibility for an error or failure in the service Ozari provided. Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.

8. Changes cancellations and collection
Contact us promptly if you need to change or cancel the service. Before lodgement, we will explain what can be stopped and any reasonable charges for work already completed or costs incurred. Any unused balance will be returned where applicable. Cancellation may not be possible after carrier acceptance.
If the carrier declines the parcel or we cannot complete the agreed service, we will contact you to discuss the next step. Items awaiting instructions or collection must be collected at an agreed time. We will contact you before taking further action; storage fees or disposal are not automatic.

9. Privacy and consumer rights
We use return documentation and contact details to provide the service, communicate with you and pass the information needed to the relevant retailer or carrier. Please see our Privacy Policy for how we handle personal information.
Our services are subject to Australian Consumer Law where it applies. If our service does not meet an applicable consumer guarantee, you may be entitled to a remedy. Fees are not automatically non-refundable simply because a retailer refuses your return.

10. Contact
Questions or a return to discuss? Email hello@ozaricollective.com.au, call (02) 9158 8528 or speak with our team during walk-in hours.

Visit us at: Shop 63/14-16 Woodville Street, Hurstville NSW 2220.