Terms of Service

Last updated: 10 October 2026

Returns can be a hassle. Regret Desk helps with the practical steps involved in returning online purchases, including printing labels, preparing packaging and arranging parcel lodgement.

These terms explain how our service works and what we need from you.

1. About Regret Desk

Regret Desk is a service provided by Ozari Collective (ABN 39 400 756 232).

In these terms, “we”, “us” and “our” refer to that business.

We provide returns assistance. We are not the retailer that sold your item or the carrier transporting your parcel, unless expressly stated otherwise.

These terms apply to our website and the services we agree to provide. Any additional conditions will be explained before you commit.

2. What we can help with

Depending on the return and available services, we can assist with:

Printing return labels and documents.
Reviewing the return instructions you provide.
Packaging items for return.
Preparing parcels for the nominated carrier.
Lodging parcels on your behalf.
Providing available lodgement receipts and tracking details.

We will confirm the agreed service before accepting your return. Sending an enquiry or leaving an item at our premises does not, by itself, mean we have accepted it.

Availability depends on our capacity, your documentation and the requirements of the retailer and carrier.

3. Preparing your return

Before bringing your item in, please obtain any required return approval from the retailer or marketplace.

Please provide:

The item and any required accessories.
A valid return label, or the information needed to obtain one.
Any return authorisation number.
The retailer’s packaging and return instructions.
Your return deadline.
Accurate contact details.

You remain responsible for your return eligibility and the accuracy of the information you supply. We can help you follow the instructions provided, but we cannot override a retailer’s return policy.

Tell us whether your deadline requires the parcel to be dispatched or received by the retailer. We will confirm whether we can meet the required lodgement timing.

Please remove personal information from returned devices where appropriate. We do not need your account password. If account access is necessary, please remain present and enter your login details yourself.

4. Suitable items

Tell us about the parcel’s contents, approximate value and any fragile, restricted or potentially dangerous items before we accept it.

This includes batteries, liquids, aerosols and other items subject to special transport requirements.

We may decline items that cannot be safely handled or do not meet the nominated carrier’s requirements.

For high-value, unusually large or fragile items, contact us first so we can confirm suitable packaging and any available transport cover.

5. Fees and payment

We will explain the service fee and any additional packaging, postage or preparation charges before work begins.

Payment is required before work starts unless we agree otherwise.

Our service fee is separate from any refund the retailer may provide. Paying Regret Desk does not guarantee that your return will be approved.

Additional work or unexpected costs will be discussed with you before they are incurred.

Prices are in Australian dollars. Any applicable GST will be identified before payment.

6. Your authority and our care

When you ask us to prepare and lodge a return, you authorise us to act on your behalf for that limited purpose.

This does not authorise us to accept a settlement, change your return request or agree to additional charges without your instructions.

We will take reasonable care of your item while it is in our custody and provide confirmation of the service accepted.

Where lodgement is included, we will confirm the expected lodgement date and provide the available carrier receipt or tracking information.

A printed label or tracking number alone does not confirm that the carrier has received the parcel.

7. Transport and retailer decisions

Once the carrier accepts your parcel, it handles transport and delivery under its applicable terms and cover arrangements.

We cannot guarantee a carrier’s delivery date or the retailer’s decision about your refund, exchange or credit.

If there is a problem, contact us with your service receipt and tracking details. We will provide the records we hold and assist where needed, including where a carrier claim must be submitted through an account we used.

Carrier lodgement does not remove our responsibility for an error or failure in the service we provided.

8. Changes and cancellations

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 once the carrier has accepted the parcel.

These arrangements do not restrict your rights where our service fails to meet an applicable consumer guarantee.

9. Items awaiting collection

If a carrier rejects your 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. Leaving an item with us does not create an indefinite storage arrangement.

We will contact you before taking further action. Any storage charges or handling of uncollected goods must be agreed or permitted by applicable law.

10. Using our website

Please use our website lawfully and provide accurate information when making an enquiry.

Do not submit malicious files, impersonate another person, attempt unauthorised access or interfere with the website’s operation.

Links to retailers, carriers and other websites are provided for convenience. Those providers operate under their own terms and privacy policies.

Website content is owned by us or used with permission. You may share links to our pages, but reproducing our branding, artwork or other content requires permission unless permitted by law.

11. Privacy

We use the information you provide to arrange and deliver the requested service.

This may involve sharing relevant information with the retailer, nominated carrier and service providers supporting our operations.

Please read our separate Privacy Policy for more information.

12. Consumer rights

Our services are subject to Australian Consumer Law where applicable.

Nothing in these terms excludes or limits rights, guarantees or remedies that cannot lawfully be excluded.

If something goes wrong with our service, contact us so we can assess the issue and discuss the appropriate remedy. A retailer refusing your return does not automatically make our service fee non-refundable if our own service was deficient.

13. Updates and applicable law

We may update these terms for future website use and services. Changes do not retrospectively alter an accepted service agreement unless agreed with you or required by law.

These terms are governed by the laws of New South Wales and applicable Australian law. This does not restrict your statutory right to use a relevant court, tribunal or complaints body.

14. Contact us

For questions about these terms or a return:

Email: hello@ozaricollective.com.au
Phone: (02) 9158 8528
Visit: Ozari Collective, Shop 63/14–16 Woodville Street, Hurstville NSW 2220.

Please check current service availability before visiting.