Terms & Conditions.
Everything that applies when you shop with OSZEA — our 30-day indoor fit trial, exchanges, refunds and your rights under NZ & AU law. Tap any section to expand it.
Welcome to OSZEA. These Terms & Conditions apply when you visit our website, place an order, purchase our products, use our services, or interact with OSZEA online. By using our website or placing an order, you agree to the Terms & Conditions set out below.
OSZEA is a waterproof footwear and lifestyle brand serving customers across New Zealand, Australia, and selected international markets.
OSZEA is pronounced O · S · Z · E · AThe short version
The key return rules at a glance. Full detail lives in the sections below — your legal rights always come first.
30-Day Indoor Fit Trial
Try your OSZEA shoes indoors for fit & comfort within 30 days of delivery. They must stay clean, unworn outside, and in original resellable condition.
Size & Colour Exchanges
Swap size or colour within 30 days, subject to approval and stock availability.
Change-of-Mind Refunds
Changed your mind? Return within 30 days if the shoes are clean, unworn outside, and in original resellable condition.
Faulty Products
If something is faulty, your rights under New Zealand and Australian consumer law are never limited by this policy.
Nothing here replaces your consumer rights.
If a product is faulty, damaged, unsafe, not as described, or does not meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund, or other remedy under law. Our returns, exchange, refund, warranty and 30-day fit trial policies apply in addition to your legal rights — never instead of them.
Your rights & our products
Nothing in these Terms & Conditions is intended to limit, exclude, or replace any rights you may have under applicable consumer protection laws, including:
- New Zealand Consumer Guarantees Act 1993
- New Zealand Fair Trading Act 1986
- Australian Consumer Law
- Any other applicable consumer protection laws
If a product is faulty, damaged, unsafe, not as described, or does not meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund, or other remedy under law.
Our returns, exchange, refund, warranty, and 30-day indoor fit trial policies apply in addition to your legal rights.
We do our best to ensure all product descriptions, images, colours, sizes, pricing, features, and availability are accurate. However, product colours may appear slightly different depending on screen settings, lighting, photography, and device display.
All product features — including waterproof performance, breathability, comfort, and durability — are based on normal intended use. Product performance may vary depending on usage, environment, care, and wear.
OSZEA products are designed for everyday lifestyle use. They are not designed as safety footwear, industrial footwear, specialist hiking footwear, or protective workwear unless clearly stated on the product page.
Ordering & payment
When you place an order with OSZEA, you agree that:
- All information provided is accurate and complete
- You are authorised to use the payment method provided
- You have checked your order details before confirming payment
- Order confirmation does not guarantee acceptance if there is a pricing, stock, payment, technical, or fraud-related issue
OSZEA reserves the right to cancel, refuse, or refund an order where necessary — including where there is suspected fraud, incorrect pricing, stock unavailability, technical error, misuse of discount codes, or breach of these Terms & Conditions.
All prices are shown in the relevant local currency unless stated otherwise. New Zealand orders are generally displayed in NZD; Australian orders are generally displayed in AUD.
Prices may change without notice. Discounts, offers, and promotions may be changed, paused, or withdrawn at any time. Payment must be completed at checkout before your order is processed.
Discount codes must be used at checkout and cannot be applied after an order has been placed. Unless stated otherwise:
- Discount codes cannot be combined
- Discount codes cannot be exchanged for cash
- Codes may exclude sale items, bundles, gift cards, shipping, or selected products
- Promotional offers are valid for a limited time only
- OSZEA may cancel orders where discount misuse, code abuse, or technical error has occurred
We aim to dispatch orders as quickly as possible. Delivery times are estimates only and may vary due to courier delays, customs delays, weather events, public holidays, high-volume periods, or circumstances outside our control.
Once an order has been handed to the courier, OSZEA is not responsible for delays caused by the courier — but we will do our best to assist with delivery issues.
Customers are responsible for providing the correct shipping address at checkout. If an incorrect address is entered, we may not be able to redirect, recover, or replace the parcel once dispatched.
If a parcel is returned to OSZEA due to incorrect address details, failed delivery, or failure to collect, the customer may be responsible for any re-delivery fees.
Returns, exchanges & refunds
OSZEA offers a 30-day indoor fit trial to help customers check sizing, comfort, and fit. The 30-day trial begins from the date your order is delivered.
To be eligible for return or exchange under the trial, the product must be:
- Tried on indoors only
- In original, clean, resellable condition
- Free from dirt, marks, odour, damage, stains, scuffs, or visible wear
- Returned with original packaging, tags, inserts, accessories, and shoe box where applicable
- Returned with soles that are clean and not worn outside
The trial is for indoor fit testing only. It does not allow:
- Outdoor use, or walking on roads, footpaths, wet ground, mud, grass, gravel, concrete or public areas
- Any surface that causes wear, marks, or dirt on the sole
If shoes show signs of wear and tear, outdoor use, dirty soles, odour, damage, stains, scuffs, excessive creasing, or any condition that prevents resale as new, OSZEA may decline the return or exchange.
We want you to get the right size and the right fit. If you need to exchange your shoes for a different size or colour, please contact us within 30 days of delivery. To be eligible, the product must meet the 30-day indoor fit trial condition requirements.
Exchange eligibility:
- Product must be tried on indoors only
- Clean, unworn outside, and in original resellable condition
- Soles must be clean and free from dirt, marks, and outdoor wear
- Returned with original packaging, tags, inserts, accessories, and shoe box where applicable
- Subject to stock availability — customers may be required to provide photos before approval
A $20 exchange shipping & handling fee applies for each size or colour exchange request. This helps cover return shipping, processing, handling, and dispatch of the replacement pair, and applies to customer-requested exchanges including size, colour, or personal preference.
If the product is faulty or does not meet applicable consumer guarantees under NZ or AU consumer law, this fee will not apply where OSZEA is legally required to provide a remedy.
If you change your mind, choose the wrong colour, no longer want the item, order the wrong size, or decide the product is not suitable for personal reasons, you may request a return within 30 days of delivery. Change-of-mind returns are accepted only if the product meets all 30-day indoor fit trial condition requirements.
To be eligible, the product must be:
- Tried on indoors only
- In original, clean, resellable condition
- Free from dirt, marks, odour, stains, scuffs, or visible wear
- Returned with original packaging, tags, inserts, accessories, and shoe box where applicable
- Returned with soles that are clean and not worn outside
For approved change-of-mind refunds, a $30 return, restocking & processing fee will be deducted from the refund amount. This helps cover return handling, inspection, processing, repacking, and restocking costs.
Original shipping fees, express shipping fees, and shipping protection fees are non-refundable unless required by law. OSZEA may decline a change-of-mind return if the item is not in clean, original, resellable condition.
If the product is faulty or does not meet applicable consumer guarantees, the $30 restocking fee will not apply where OSZEA is legally required to provide a remedy.
All returned products are inspected once received by OSZEA. A return, exchange, or refund may be declined if the product:
- Has been worn outside, or has dirty or marked soles
- Has stains, scuffs, scratches, odour, or visible wear
- Is damaged
- Is missing original packaging, tags, inserts, accessories, or shoe box
- Is not in original resellable condition
- Has been cleaned in a way that damages the product
- Has been used beyond indoor fit testing
If a return is declined, OSZEA may return the item to the customer. The customer may be responsible for any additional shipping costs.
If you believe your product is faulty, damaged, incorrect, or not as described, please contact OSZEA as soon as possible with:
- Order number
- Photos or videos showing the issue
- A short description of the problem
If the product is confirmed to be faulty or does not meet applicable consumer guarantees, OSZEA will provide a remedy in accordance with NZ or AU consumer law. Depending on the issue, this may include repair, replacement, refund, or another appropriate solution.
Faulty claims do not cover damage caused by:
- Normal wear and tear, misuse, or accidental damage
- Incorrect cleaning or exposure to harsh chemicals
- Excessive abrasion or use outside the product's intended purpose
- Damage caused after delivery by the customer
- Damage caused by pets, sharp objects, heat, or improper storage
Approved refunds will be processed back to the original payment method where possible. Please allow reasonable processing time for the refund to appear, depending on your bank or payment provider.
Refunds may exclude:
- Original shipping fees and express shipping fees
- Return shipping fees and shipping protection fees
- The $30 return, restocking & processing fee for change-of-mind refunds
These exclusions do not apply where OSZEA is required by law to provide a full or different remedy.
Sale items, clearance items, final sale items, discontinued products, and promotional items may be excluded from change-of-mind returns unless stated otherwise.
Sale items are still covered by applicable consumer guarantee laws. If a sale item is faulty or does not meet legal consumer guarantees, you may still be entitled to a remedy under law.
Gift cards are non-refundable and cannot be exchanged for cash, unless required by law. Gift cards must be used before their expiry date, where an expiry date applies.
Caring for your OSZEA
Customers are responsible for following product care instructions. To help maintain your OSZEA products:
- Clean gently with a soft cloth or soft brush
- Avoid harsh chemicals, bleach, or strong detergents
- Do not machine wash unless specifically stated
- Allow shoes to air dry naturally
- Avoid direct heat sources such as heaters, dryers, fireplaces, or direct high heat
- Store in a cool, dry place
Damage caused by incorrect care may not be eligible for return, exchange, refund, or warranty support.
OSZEA shoes are designed to provide waterproof protection under normal everyday use. Waterproof performance may be affected by:
- Product age, wear and tear, or damage
- Incorrect cleaning or excessive abrasion
- Prolonged or extreme exposure
- Use outside intended lifestyle conditions
Waterproof does not mean indestructible. OSZEA products should be cared for properly to maintain performance.
The 365-Day Waterproof Promise
Stay dry for a full year — or we'll make it right.
Every pair of OSZEA shoes is backed by our 365-Day Waterproof Promise. If the ZEA-TEX™ waterproof membrane fails to keep water out under normal everyday lifestyle use within 365 days of delivery, we will repair or replace your shoes. This promise covers genuine waterproof-membrane defects — not damage, wear, or misuse.
What the promise covers
- Failure of the ZEA-TEX™ membrane to repel water under normal lifestyle use
- Genuine manufacturing or material defects in the waterproof construction
- Seam or seal failure that lets water through despite correct care
What it does not cover
- Normal wear and tear, ageing, fading, creasing, or sole wear
- Punctures, cuts, tears, or abrasion to the knit upper or ZEA-TEX™ membrane
- Misuse, incorrect care, heat damage, or use beyond intended lifestyle conditions
The 365-Day Waterproof Promise (the “Promise”) is a voluntary warranty offered by OSZEA in addition to your legal rights. It provides assurance that the ZEA-TEX™ waterproof membrane built into your OSZEA shoes will perform as intended under normal, everyday lifestyle use.
1. What the Promise covers
For a period of 365 days from the date your order is delivered, OSZEA warrants that the ZEA-TEX™ waterproof membrane will repel water under normal lifestyle conditions. If the membrane fails to keep water out due to a genuine manufacturing or material defect in the waterproof construction — despite correct use and care — OSZEA will provide a remedy in accordance with these terms.
- Failure of the ZEA-TEX™ membrane to repel water under normal lifestyle use
- Manufacturing or material defects in the waterproof membrane, bootie, or sealed construction
- Seam, bond, or seal failure that allows water ingress despite correct care
2. The Promise period
The Promise begins on the date of delivery and continues for 365 consecutive days. The Promise applies to the original purchaser, is non-transferable, and requires proof of purchase (order number or receipt). The Promise covers the specific pair purchased and does not renew or extend if shoes are repaired or replaced — any replacement pair continues the remainder of the original 365-day period, or 30 days from replacement, whichever is longer.
3. What the Promise does not cover
The Promise covers waterproof-membrane defects only. It does not cover loss of waterproofing or any damage caused by, arising from, or relating to:
- Normal wear and tear, ageing, gradual deterioration, fading, discolouration, creasing, stretching, or sole and outsole wear
- Punctures, cuts, tears, holes, scuffs, abrasion, or splitting to the knit upper, ZEA-TEX™ membrane, lining, or any part of the shoe
- Damage caused by sharp objects, rough surfaces, animals, heat, fire, chemicals, solvents, oils, or improper drying or storage
- Incorrect cleaning, machine washing (unless expressly permitted), or failure to follow the product care instructions
- Misuse, abuse, accidental damage, alteration, or unauthorised repair
- Use outside the product's intended everyday lifestyle purpose — including industrial, safety, specialist hiking, water-sport, or occupational use
- Water entering over the top collar or opening of the shoe (e.g. submersion, deep water, or water above the shoe line), which is not a membrane defect
- Prolonged or extreme exposure beyond normal lifestyle conditions
- Damage that occurs after the membrane has already been compromised by any of the above
Waterproof does not mean indestructible. Once the knit upper or ZEA-TEX™ membrane is punctured, cut, torn, or physically damaged, the shoe's waterproofing can no longer be guaranteed, and such damage is not a manufacturing defect.
4. Conditions of the Promise
To remain eligible under the Promise, you must use and maintain your shoes in line with the OSZEA product care instructions and use them only for their intended everyday lifestyle purpose. The Promise applies only where the shoes have been used and cared for correctly and where the reported issue is a genuine waterproof-membrane defect rather than damage, wear, or misuse.
5. How to make a claim
To make a claim under the Promise, please contact OSZEA within the 365-day period at support@oszea.com with:
- Your order number or proof of purchase
- Clear photos or video showing the issue and the affected area
- A short description of how and when the waterproofing failed
OSZEA will assess each claim individually and may request the return of the shoes for inspection. Shoes submitted for assessment should be clean and dry. Where a claim is found to result from damage, wear and tear, or misuse rather than a membrane defect, OSZEA may decline the claim and return the shoes to you.
6. Our remedy
Where a valid waterproof-membrane defect is confirmed within the Promise period, OSZEA will, at its reasonable discretion, repair the shoes, replace them with the same or a comparable product (subject to stock availability), or provide a refund or store credit where repair or replacement is not possible. This is the full extent of the remedy available under the Promise.
7. Your statutory rights
The 365-Day Waterproof Promise is provided in addition to, and does not limit, exclude, or replace, your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Australian Consumer Law, or any other applicable consumer protection law. If a product is faulty or does not meet applicable consumer guarantees, your legal remedies apply regardless of this Promise.
Content, privacy & legal
If you tag OSZEA, send us photos or videos, leave a review, submit content, or share content with us by email, social media, direct message, or any other channel, you grant OSZEA permission to repost, share, edit, crop, display, and use that content for marketing purposes. This may include use on our website, social media, email marketing, paid advertising, product pages, digital campaigns, and retail or promotional materials.
By submitting or sharing content with OSZEA, you confirm that:
- You own the content or have permission to share it
- The content does not infringe anyone else's rights
- Any people shown in the content have consented to its use
- OSZEA may use the content without further payment unless otherwise agreed in writing
If you would like OSZEA to remove your content from future marketing use, please contact us. We will take reasonable steps to remove it from future use, although content already published or used in past campaigns may not always be immediately removable.
All OSZEA branding, logos, product names, website content, designs, text, graphics, images, videos, product photography, and marketing materials are owned by or licensed to OSZEA.
You must not copy, reproduce, modify, distribute, or use OSZEA content without written permission.
You agree not to use our website for unlawful, harmful, misleading, fraudulent, or abusive purposes. You must not:
- Attempt to interfere with website security
- Use bots, scraping tools, or automated systems without permission
- Copy website content for commercial use
- Upload malicious code
- Misuse discount codes or promotions
- Provide false order or account information
- Attempt to damage, overload, or disrupt the website
OSZEA may restrict access, cancel orders, or take further action if website misuse occurs.
OSZEA collects and uses customer information to process orders, provide support, improve our services, and communicate with customers. Personal information may include your name, email address, phone number, shipping address, billing address, order details, and payment-related information.
Your information will be handled in accordance with our Privacy Policy.
Our website may use third-party services including Shopify, payment providers, courier companies, email platforms, review platforms, analytics tools, advertising platforms, and Shopify apps.
OSZEA is not responsible for the content, policies, or actions of third-party websites or services.
To the maximum extent permitted by law, OSZEA is not liable for indirect, incidental, special, or consequential loss — including loss of profit, loss of data, loss of opportunity, or business interruption.
Nothing in this section limits your rights under applicable consumer protection laws.
OSZEA is not responsible for delays or failure to perform obligations caused by events outside our reasonable control — including courier delays, customs delays, natural disasters, weather events, strikes, supply chain disruption, technical failures, public health restrictions, government restrictions, or other events beyond our control.
OSZEA may update these Terms & Conditions from time to time. The updated version will be posted on our website with the latest update date.
By continuing to use our website or place orders after changes are published, you agree to the updated terms.
Need help with your order?
Our team is here to help with sizing, exchanges, returns, and product questions — and any queries about these Terms & Conditions.