Cancellation & Refund Policy
This policy explains when OzaTap orders can be cancelled and how refunds are reviewed.
Unpaid orders
- Eligible unpaid orders can be cancelled directly from My Orders in your dashboard while they are awaiting payment.
Paid orders
- For paid orders, you can submit a cancellation request from My Orders. OzaTap will review it and let you know the outcome.
- Restrictions may apply once production or personalization of your product has begun.
- Cancellation requests for orders that are already ready for dispatch or collection are reviewed case by case.
Customized products
- Products personalized with your name, logo, photo, or design cannot usually be resold. Once personalization has begun, a cancellation may be declined or a refund may be reduced to reflect work already done.
- This does not affect your rights where a customized product is defective or materially different from the confirmed order.
When refunds are reviewed
- Duplicate payments.
- Overpayments.
- Orders OzaTap is unable to fulfil.
- Defective products.
- Products materially different from the confirmed order.
Refund processing
- Cancellation of an order does not automatically mean a refund has been issued. Refunds are issued only after review and approval.
- Approved refunds will be processed within the timeline communicated to you. We will let you know of any material delays.
Damaged, defective, or incorrect products
- Contact us as soon as possible after receiving your order, quoting your order number.
- Describe the problem and include clear photos of the product and packaging.
- Keep the product and packaging until we have reviewed your report. We may offer a replacement, repair, or refund.
Payment enquiries
- For duplicate transfers, overpayments, payment verification problems and refund enquiries, email payments@ozatap.com and quote your order number.
- For general enquiries and customer support, email support@ozatap.com or call +2348148235159.
Your statutory rights
- Nothing in this policy affects your statutory consumer rights under applicable law.
Need help?
For assistance, contact support@ozatap.com or call +2348148235159.