Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Please be aware returns for 5 items or more may attract re-stocking fees, and shipping costs are non-refundable for change of mind or not fit for purpose orders.[accordion] [accordion-item title=”Change of Mind Returns”]
All our items or Products come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of item purchase being delivered, return the Product in the original packaging to ensure they are adequately protected in transit, with all tags and stickers still attached and with original condition. You may need to afford shipping postage. (If there is no proof of the delivery date it will be assumed to be three (3) business days from the date of dispatch of the product.)
Zmart Australia will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:
- Underwear & Swimwear
- Sexual Wellness
- Gift cards & Vouchers
- Personalised printed item
- Bedding accessories (for example, mattress and pillow protectors)
If these requirements are not satisfied. Zmart Australia reserves the right not to offer an exchange, voucher or refund for change of mind returns.[/accordion-item] [accordion-item title=”Other Returns”]
Zmart Australia will accept product returns and provide you with an exchange, voucher, refund or repair where:
- The product is faulty or is not of acceptable quality, or
- The product is not fit for its intended purpose, or
- The product does not match the sample or our description.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted within 24 hours of receipt of the product. Failure to do so may result in your claim being denied.
As an online retailer, Zmart Australia do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue.
Please contact us via Contact Us Form or Email firstname.lastname@example.org before returning products. Zmart Australia may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Zmart Australia reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.[/accordion-item] [accordion-item title=”Damage Claims or Shortages”]
Any claims for damage and/or shortages MUST be reported within 24 hours of the shipment been delivered. Be sure to check your deliveries upon receipt. In the event of receiving a damaged product, please contact us. We will require photos of damages to the product and to the packaging.[/accordion-item] [accordion-item title=”Size Exchange”]
If a product doesn’t fit and needs to be exchanged, please contact our support team via the contact us page. To be eligible for a size exchange, you must make the request within 30 days of receiving the goods and you must return the product within 10 days of the request. Please do not return the product until the customer service team has provided you with the relevant return details.
Clothing items must be returned in their original condition, unworn and unwashed and with all tags on in order to be approved for exchange. Footwear must be in its original box with all packaging and tags.
Due to hygiene reasons, Zmart Australia cannot offer a size exchange for socks, lingerie (bras, underwear and shapewear) or swimwear.
When returning a product for a size exchange, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at our return address. Zmart Australia does not accept any liability for any loss or damage which may occur in transit.
Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold at Zmart Australia.[/accordion-item] [accordion-item title=”Restocking Fee – Applied for returning 5 Items or more”]
Bulk order items (5 items or more) that are returned due to being wrongly ordered, size not fits or change of mind may be subject to a restocking fee of 15% of the item’s price or a minimum restocking fee of $15, whichever is greater, and will be deducted from your refund.
- Zmart Australia does not charge restocking fees for returns of 4 items or less. Please consider to purchase a sample before placing bulk orders.
- Zmart Australia does not charge restocking fees for returns for store credits. If you choose to receive your refund by store credit, you will be receiving the credit of full amount which valid for 1 year from the date of issue.
Pay your order with your PayPal account and Paypal can refund return shipping costs if you need to send anything back up to $45AUD per return and 8 returns each year (Australian Customer), or up to $30USD on 12 eligible purchases a year (American Customers). Offer provided by Paypal, file a claim online at
- Australian Customers: https://www.paypal.com/au/webapps/mpp/returns
- American Customers: https://www.paypal.com/us/webapps/mpp/returns
*Term and condition apply, please contact Paypal for more information.[/accordion-item] [/accordion]