Refund policy

Refund Policy

We kindly ask that you choose your items carefully before completing your purchase. For hygiene reasons, Zella AU does not accept returns or exchanges for change of mind, incorrect colour, incorrect size or incorrect selection, except where required by applicable consumer law.

Sale, Promotional & Clearance Items

All sale, promotional and clearance purchases are final sale and cannot be returned or exchanged for change of mind, incorrect colour, incorrect size or incorrect selection.

This does not affect any rights you may have if an item is faulty, damaged or otherwise fails to meet applicable consumer guarantees.

Faulty or Damaged Items

We take great care in working closely with our manufacturers to maintain high quality standards.

In the rare case that your item arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible with your order details and clear photos of the issue so our team can review your request.

Where an item fails to meet a consumer guarantee under the Australian Consumer Law, we will provide an appropriate remedy in accordance with your rights. All requests are assessed individually.

Refused, Unclaimed & Returned Deliveries

Customers are responsible for providing accurate shipping information and for accepting or collecting their parcel where required.

If an order is refused, unclaimed or returned to Zella AU due to circumstances outside our control, the original shipping charges are non-refundable, except where otherwise required by applicable law.

Any additional return-to-sender, customs, handling or re-delivery costs incurred may be deducted from any applicable refund or charged before the parcel is resent, where permitted by law.

Where a refund is applicable, it will only be processed once the parcel has been returned to and received by Zella AU.

If you would like an eligible returned parcel to be resent, additional shipping charges may apply.

International Orders

International customers are responsible for ensuring their shipping information is correct and for accepting or collecting their parcel.

Customers are also responsible for any customs duties, taxes, import charges or other fees imposed by their destination country, unless otherwise stated at checkout.

Zella AU is not responsible for parcels refused or unclaimed due to customs charges, import requirements or a customer’s decision not to accept or collect the delivery.

Any rights available to customers under mandatory applicable consumer laws remain unaffected.

Refunds

Where a refund has been approved, it will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Original shipping charges are not refundable where the shipping service has already been provided, except where required by applicable law.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

If you have any questions about a product before purchasing, please contact our team and we will be happy to assist you.

Zella AU