Refund policy
Return & Refund Policy
At Occa Garden, we want you to feel confident when purchasing premium garden tools, including our range of ARS Japanese gardening tools. We carefully select tools known for quality, durability, and professional performance.
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
This policy does not limit your rights under the Australian Consumer Law. Products sold in Australia come with automatic consumer guarantees, including that they must be of acceptable quality, match their description, and be fit for their intended purpose. If a product has a fault or does not meet these guarantees, you may be entitled to a repair, replacement, or refund under Australian law.
Eligibility for Returns
To be eligible for a change-of-mind return, your item must be:
- In the same condition that you received it
- Unused
- In its original packaging
- With any included tags, manuals, accessories, or protective covers
- Accompanied by a receipt or proof of purchase
Because ARS tools are sharp professional garden tools, returned items must be safely packed to prevent damage or injury during transport.
How to Start a Return
To request a return, please contact us at:
Please include your order number, proof of purchase, and the reason for your return.
If your return is accepted, we will provide instructions on how and where to send your package.
Returns must be sent to:
Occa Garden
1/147 Pacific Parade
Dee Why, NSW 2099
Australia
Items sent back to us without first requesting a return may not be accepted.
You can always contact us for any return questions at:
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed by Occa Garden.
If the product is faulty, damaged, incorrectly supplied, or does not meet Australian Consumer Law guarantees, we will work with you to provide an appropriate solution. Where required under Australian Consumer Law, reasonable return shipping costs may be reimbursed.
Damages, Faults & Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or you received the wrong product, contact us immediately at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the product, packaging, and any damage
We will assess the issue and work with you to make it right.
Exceptions / Non-Returnable Items
We cannot accept returns for:
- Items that have been used, damaged, altered, or poorly maintained after delivery
- Items returned without original packaging or included accessories
- Custom, special-order, or personalised products
- Gift cards
- Items marked as final sale, unless the item is faulty or covered by Australian Consumer Law
Sale items are not eligible for change-of-mind returns unless stated otherwise. However, your rights under Australian Consumer Law still apply if a sale item is faulty, unsafe, not as described, or does not meet consumer guarantees. Businesses cannot remove those legal rights through a store policy.
Exchanges
The fastest way to exchange an item is to return the item you have, and once the return is accepted, place a separate order for the new item.
For faulty or incorrectly supplied products, please contact us first so we can assess the best solution.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days.
Please note that your bank, credit card provider, or payment platform may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
If your product has a major fault, is unsafe, is significantly different from its description, or does not do what it is supposed to do, you may be entitled to a remedy such as a refund, repair, or replacement.