Returns & Refunds

At ZegZog, we want you to shop with confidence. We offer eligible change-of-mind returns within 30 days of delivery, subject to the conditions below.

This change-of-mind policy is provided in addition to any rights you may have under applicable consumer laws, including the Australian Consumer Law.

1. Australian Returns

30-Day Change-of-Mind Returns

For orders delivered within Australia, you may request a change-of-mind return within 30 days of delivery.

To qualify for a change-of-mind return, the item must:

• Be unused and unopened
• Be in its original condition
• Include the original packaging, tags, seals and accessories, where applicable
• Be suitable for resale
• Not be excluded from change-of-mind returns under this policy

Proof of purchase may be required.

Please contact ZegZog before returning an item so we can approve the return and provide return instructions.

Return Shipping for Change-of-Mind Returns

Return shipping costs for change-of-mind returns are the customer's responsibility.

For eligible Australian returns, you have two options:

Arrange your own return

You may arrange and pay for your own return postage. We strongly recommend using a tracked shipping service.

ZegZog prepaid return label

For your convenience, ZegZog can provide a prepaid return shipping label for eligible Australian returns for $9.95.

The $9.95 return-label fee will be deducted from your refund.

The $9.95 prepaid return-label option applies to eligible domestic Australian change-of-mind returns only.

If you arrange your own return shipping, ZegZog cannot be responsible for a return that is lost or damaged while being transported by a carrier selected by you.

2. International Returns

ZegZog currently ships to selected international destinations, including New Zealand, the United States, Canada and the United Kingdom.

International customers may request an eligible change-of-mind return within 30 days of delivery.

The returned product must meet the same change-of-mind eligibility requirements outlined in this policy, including being unused, unopened, in its original condition and suitable for resale.

International Return Shipping

Customers are responsible for arranging and paying for return shipping for international change-of-mind returns.

The $9.95 ZegZog prepaid return-label service is not available for international returns.

We strongly recommend using a reliable tracked shipping service.

Please contact us and receive return instructions before sending an international return.

Customs and International Return Charges

International returns may be subject to customs procedures, duties, taxes, carrier charges or other fees.

Customers are responsible for correctly completing any required customs documentation when returning a change-of-mind purchase.

ZegZog is not responsible for customs charges or other costs arising from an incorrectly declared or improperly returned change-of-mind shipment.

This does not limit any rights or remedies that may apply where a product is faulty, damaged, incorrectly supplied or otherwise does not comply with applicable consumer protection laws.

3. Items Not Eligible for Change-of-Mind Returns

For health, hygiene, safety and product-integrity reasons, some products cannot be returned simply because you have changed your mind once they have been opened, used or had their seals broken.

These may include:

• Personal care products
• Skincare products
• Hair care products
• Oral care and hygiene products
• Health and wellness products
• Vitamins and supplements
• Food and other consumable products
• Perishable products
• Products with broken hygiene or tamper-evident seals
• Items that have been used, altered or damaged after delivery
• Gift cards
• Products specifically identified as non-returnable on the product page

This exclusion applies to change-of-mind returns only.

It does not prevent you from contacting us about a product that is faulty, damaged, unsafe, incorrectly supplied, not as described or otherwise covered by applicable consumer protection laws.

4. Faulty, Damaged or Incorrect Products

If you receive an item that is:

• Faulty
• Damaged
• Incorrect
• Missing components
• Significantly different from its description
• Otherwise affected by a problem

please contact ZegZog as soon as reasonably possible.

Include your order number, a description of the issue and photographs where appropriate.

We may request additional information or photographs to help us assess the problem.

Where a return is required because of a fault, damage, incorrect item or another issue for which ZegZog is responsible, the $9.95 change-of-mind return-label fee does not apply.

We will provide appropriate return instructions and, where required, arrange or cover reasonable return shipping costs.

Depending on the circumstances and your applicable consumer rights, the appropriate remedy may include a replacement, repair, refund or another remedy.

5. Australian Consumer Law

Our 30-day change-of-mind policy is an additional benefit provided by ZegZog and does not replace or restrict your rights under the Australian Consumer Law.

Goods sold to consumers in Australia come with consumer guarantees that cannot be excluded.

Depending on the nature and severity of a problem with a product, you may be entitled to a repair, replacement, refund, compensation or another remedy under the Australian Consumer Law.

Your rights under the Australian Consumer Law are not limited to 30 days.

Requirements in this policy relating to unopened products, original packaging and change-of-mind eligibility do not remove any rights you may have where a product fails to meet an applicable consumer guarantee.

6. Refunds

Once we receive your returned item, we will inspect it and confirm whether the return meets the applicable return requirements.

If your refund is approved, it will generally be issued to the original payment method used for the purchase.

Please allow additional time for your bank, card issuer or payment provider to process and display the refund after ZegZog has issued it.

Australian Change-of-Mind Returns Using Our Label

If you use the ZegZog prepaid return label, $9.95 will be deducted from your refund.

For example, if the eligible refund value is $50.00:

Product refund: $50.00
Return-label fee: −$9.95
Refund issued: $40.05

Original Shipping Charges

For change-of-mind returns, original shipping charges and optional shipping upgrades, including express or expedited shipping charges, are generally not refundable.

This does not limit any rights you may have where a refund of delivery costs is required under applicable consumer law.

7. Partial Returns

If your order contains multiple products, you may request to return only the eligible products you no longer want.

Any refund will be based on the amount actually paid for the returned product, taking into account applicable discounts, promotions or other adjustments.

If you use our $9.95 Australian prepaid return label, the return-label fee will be deducted from the applicable refund.

8. Multipacks, Bundles and Promotional Offers

Products purchased as part of a multipack, bundle, set or promotional offer may need to be returned together to qualify for a full change-of-mind refund.

If only part of a bundle or promotional purchase is returned, the refund may be recalculated based on the price that would have applied to the items you keep.

We will explain any applicable adjustment before processing the refund where reasonably practicable.

9. Exchanges

We generally recommend returning an eligible item for a refund and placing a new order for the product you want.

This allows the replacement order to be processed without waiting for the original item to reach us and helps avoid the replacement product selling out.

If you've received a faulty, damaged or incorrect product, please contact us before placing another order so we can determine the appropriate remedy.

10. Orders Returned to Sender

If an order is returned to ZegZog because of an incorrect or incomplete delivery address, failure to collect the parcel, refusal of delivery or another circumstance attributable to the recipient, additional shipping charges may apply if you ask us to resend the order.

Where a refund is requested instead, reasonable shipping or return costs may be deducted where permitted.

This does not apply where the return resulted from an error by ZegZog or where doing so would conflict with your rights under applicable consumer law.

11. How to Request a Return

Please do not send an item back without contacting us first.

To request a return:

1. Visit our Contact Us page.
2. Provide your order number.
3. Tell us which product you would like to return.
4. Tell us the reason for the return.
5. For damaged, faulty or incorrect products, provide photographs where appropriate.
6. Wait for ZegZog to provide return instructions.

For eligible Australian change-of-mind returns, tell us whether you would prefer to:

• Arrange your own tracked return shipping; or
• Use the $9.95 ZegZog prepaid return label.

International change-of-mind returns must be arranged and paid for by the customer.

12. Return Address

Please do not return products to the sender address shown on your parcel unless instructed to do so.

Once your return has been approved, ZegZog will provide the appropriate return instructions and return address.

Returns sent to an incorrect address or without sufficient identifying information may experience delays.

13. Need Help?

If you're unsure whether your product is eligible for return, please contact us before sending it.

Our team will help you understand the available options based on your order, the product and the reason for the return.