Oz Home Hub hasn't delivered my order. How do I get a refund?
Your refund rights when an Oz Home Hub order is late or never arrives, what its undertaking to NSW Fair Trading promises and where to go next.
Usually, yes. Under the Australian Consumer Law, a store that takes your money must deliver by the date it gave or within a reasonable time, and in its undertaking to NSW Fair Trading, Oz Home Hub defines a delay of more than 50% past the original estimate as unreasonable. Ask for a refund in writing. If it refuses, your bank can decide a card chargeback, and NSW Fair Trading or a tribunal can step in.
Rather not chase this yourself?
Ajust writes to the business, tracks the deadline and escalates if they don't fix it.
Can you get a refund if Oz Home Hub hasn't delivered?
Usually, yes. Section 36 of the Australian Consumer Law (ACL) says a business that accepts payment must supply the goods within the period it specified or, if it gave none, within a reasonable time. The exception is a delay caused by something beyond the business's control that it took reasonable steps to avoid.
Oz Home Hub has also made formal promises about this to NSW Fair Trading. On 3 September 2026 it signed an enforceable undertaking, which is a written promise to a regulator that is legally enforceable, under section 218 of the ACL. It runs for 24 months, to 3 September 2028.
NSW Fair Trading says it accepted the undertaking after consumer complaints about product descriptions, supply delays, order fulfilment, refunds, returns, complaint handling and consumer guarantees. NSW Fair Trading also says accepting it is not a finding that Oz Home Hub broke the law, and Oz Home Hub does not admit that it did.
In the undertaking, a delay of more than 50% beyond the original estimated delivery time counts as an "Unreasonable Timeframe". So an order estimated at 4 weeks that is still not delivered after 6 weeks is past that line. A shorter delay can still be unreasonable in the circumstances.
If Oz Home Hub learns your goods are unavailable or can't be supplied in time, it has undertaken to tell you within 10 business days and offer options, including cancellation and a refund.
Once it decides or agrees that you're owed a refund, it has undertaken to start the refund to your original payment method within 5 business days.
| Your situation | Your rights under the ACL | What Oz Home Hub has undertaken to do |
|---|---|---|
| Not delivered by the date or estimate you were given | Delivery within the time given or a reasonable time; otherwise cancel and ask for a refund | Update you on delays and offer options, including cancellation and a refund. No cancellation fee when you're entitled to cancel for non-supply or a significant delay |
| Arrived damaged, faulty or not as described | Your choice of refund or replacement for a major failure. For a minor one, a repair, replacement or refund at the store's choice | No repair, part, store credit or partial refund in place of the refund or replacement you choose for a major failure, unless you agree. It won't make you pay return or collection costs the ACL puts on it |
| You complained between 1 September 2025 and the start of the undertaking | As above | A written update on your complaint, then a written outcome within 45 business days |
| Change of mind | Depends on the store's own policy | Its return policy applies: 30 days, unused, store credit, and you pay the return transport |
A major failure is one where a reasonable person wouldn't have bought the item knowing about the problem, or it can't do its normal job and can't easily be fixed.
Ajust's recommended channel for Oz Home Hub is a support ticket, because the undertaking requires a ticket reference within 2 business days and a first proper response within 10 business days.
What should you do first?
Put the refund request in writing through a support ticket, quote the estimate you were given and watch your card's chargeback deadline.
Step 1: Find the delivery estimate and the payment date
Oz Home Hub says its delivery timeframe is calculated at checkout, so find your order confirmation and any emails that moved the date. Note the day you paid and how you paid, because a card chargeback has a time limit that runs from the payment.
Step 2: Ask for the refund in writing
Oz Home Hub's contact page asks existing customers to raise tickets through its Customer Support page, which you open with your mobile number. If you can't get into it, email hello@ozhomehub.com.au and ask them to log a ticket for you; the undertaking requires staff to create one for customers who can't use the online system. Keep the ticket reference.
Subject: Order [order number] not delivered: request for cancellation and full refund
Hello,
On [date] I ordered [item] (order [order number]) and paid $[amount] by [card / Afterpay / PayPal / bank transfer]. At checkout I was given an estimated delivery time of [estimate]. [The date has since been moved to [date].] The order has not been delivered.
Section 36 of the Australian Consumer Law requires a business that accepts payment to supply the goods within the period it specified or within a reasonable time. My order is now [number] weeks past the estimate, which is more than 50% beyond it and an "Unreasonable Timeframe" as defined in your enforceable undertaking to NSW Fair Trading.
I am cancelling the order and ask for a full refund of $[amount] to my original payment method. I do not accept store credit. Under your undertaking, no cancellation fee applies where a customer is entitled to cancel for non-supply or a significant delay.
Please confirm the refund in writing within 5 business days of this email. As this complaint concerns non-supply [and is over $2,000], please escalate it to a senior staff member. If I do not receive confirmation by then, I will lodge a complaint with NSW Fair Trading and ask my [bank / payment provider] to reverse the payment.
Regards,
[Your name]
[Phone]
Step 3: Don't let the chargeback window close
If you paid by card, ask your bank about a chargeback while you wait, rather than after. Consumer Affairs Victoria lists not receiving goods at all, or not within the agreed timeframe, as a common reason for one.
Card chargebacks must be claimed within 45 to 120 days of the transaction date, depending on your card provider. Chargebacks aren't available for cash, money transfers, direct debit or BPAY.
What if Oz Home Hub doesn't refund you?
Go to your bank first if you paid by card, then NSW Fair Trading. NSW Fair Trading holds the undertaking and receives regular compliance reports from Oz Home Hub for its 24 months.
| Where | What it does | Time limit | How long |
|---|---|---|---|
| Oz Home Hub support ticket, escalated to a senior staff member | Under the undertaking, tickets about non-supply or over $2,000 go to a senior staff member | None, but act before your chargeback window closes | Ticket reference within 2 business days; first proper response within 10 |
| Card chargeback through your bank | Reverses a card payment for goods not received, or not received in the agreed time | 45 to 120 days from the transaction date, depending on your card provider | Depends on your bank |
| NSW Fair Trading | Contacts the business to try to reach an agreement, and holds Oz Home Hub's undertaking | None stated | Aims to resolve most complaints within 30 days |
| NCAT (NSW Civil and Administrative Tribunal) | Hears the claim and can order payment of money | 3 years from when the problem arose | Months. Claims up to $100,000; an application fee applies |
NCAT hears consumer claims up to $100,000, and you must apply within 3 years of when the problem arose. Oz Home Hub's trading address is in Smithfield, NSW. If you live in another state, NCAT says to check whether your matter is affected by federal jurisdiction.
If Oz Home Hub doesn't resolve it, it can be escalated to NSW Fair Trading. Ajust handles the escalation for you, including the chargeback dispute with your bank.
Tell Ajust what happened and we do the heavy lifting for you. Emails, calls, escalations until it's resolved. While you get on with your life.
Get help from Ajust
What doesn't work
- Accepting store credit for an order that never arrived. Oz Home Hub's return policy gives store credit for change-of-mind returns. An undelivered order isn't a return, so ask for a refund to your original payment method.
- Waiting past your chargeback deadline. The 45 to 120 days run from the day you paid, not from the missed delivery date.
- Phoning, chatting or posting on social media only. A support ticket gives you a reference number and the response times in the undertaking.
- Paying to send back faulty goods. The undertaking says Oz Home Hub won't make you pay return or collection costs that the ACL requires it to bear.
- Giving up on damage you found late. Its delivery page asks for damage reports within 48 hours, but under the undertaking its policies must say that missing a 14-day notice period doesn't end your ACL rights.
Common questions
Does the undertaking mean Oz Home Hub admitted breaking the law?
No. NSW Fair Trading says accepting the undertaking is not a finding that Oz Home Hub contravened the law, and the deed says the company doesn't admit it did. It is a set of legally enforceable promises about how it handles orders, delays, refunds and complaints until 3 September 2028.
I complained before September 2026 and heard nothing. Will I get an answer?
Under the undertaking, unresolved complaints made from 1 September 2025 should get a written update with a target date, then a written outcome within 45 business days, with some exceptions. If you haven't heard, raise it again in writing with your order details and tell NSW Fair Trading.
My furniture arrived damaged or with parts missing. What can I ask for?
For a major failure you choose a refund or replacement, and Oz Home Hub has undertaken not to substitute a part, repair or partial refund unless you agree. If you live in NSW, it cost $25 to $3,000 and you bought it in the last 6 months, NSW Fair Trading can direct a remedy if its complaint process fails.
Oz Home Hub offered store credit instead of a refund. Do I have to take it?
Not for an order that never arrived. Its return policy's store credit covers change-of-mind returns. When you're entitled to a refund, the undertaking says Oz Home Hub will start it to your original payment method within 5 business days of the amount being decided or agreed.
I paid by bank transfer. Can I still get my money back?
A chargeback isn't available for bank transfers, so your route is a written refund request, then NSW Fair Trading and, if needed, NCAT. Keep your payment receipt, order confirmation and every message, since the tribunal will ask for evidence.
- NSW Fair Trading: Enforceable undertakings register, Oz Home Hub Pty Ltd
- Enforceable undertaking given by Oz Home Hub Pty Ltd (PDF)
- Competition and Consumer Act 2010, Schedule 2 (Australian Consumer Law), section 36
- Consumer Affairs Victoria: Chargeback
- NCAT: Consumer claims
- NSW Fair Trading: Consumer guarantee directions
Still stuck? Let Ajust take it from here
Other
Retail
Issues
Read about the issues consumers are facing. Have a different issue? You can still make a complaint.