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RETURN POLICY

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.

Change of Mind Returns

At Zmart Australia, we are happy to offer you a refund or exchange for a change of mind on most full-price and reduced merchandise. The following change of mind timeframes apply:

  • Pickup in-store (Click and Collect): 30 days from the date of purchase.
  • Online (Australia/New Zealand): 30 days from the date of delivery. (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.)
  • Online (International): 45 days from order placement.

Merchandise returned for change of mind within the above timeframes can be returned for an exchange, store credit or a refund subject to the following conditions:

  • The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
  • Any discounts received at the time of purchase will be carried over.
  • Delivery fees that you have paid for shipping will not be refunded.

Zmart Australia will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Hosiery
  • Underwear & Swimwear
  • Sexual Wellness
  • Gift cards & Vouchers
  • Personalised printed item
  • Bedding accessories (for example, mattress and pillow protectors)
  • Customized items (for example, embroidery or printing orders) Learn more about custom orders

If these requirements are not satisfied. Zmart Australia reserves the right not to offer an exchange, voucher or refund for change of mind returns.

Faulty, damaged or incorrectly described items

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 7 days 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 using Contact Us Form or Email customerservice@zmart.com.au 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.

Damaged Package 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.

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.

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 fit 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.

Note:

  • Zmart Australia does not charge restocking fees for returns of 4 items or less. Please consider purchasing 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 the full amount which valid for 1 year from the date of issue.

$15 Flat Rate Online Returns*

Need to return bulky items to us? Don't worry, we've got you covered with a flat rate return postage fee of $15.00, which enables you to return a package weighing up to 22 kg without any additional charges.

This offer applies to all online orders and is available for deliveries to Australian addresses only. Please note that the offer is valid for a limited time and is subject to rate adjustments.

To avail this offer, simply purchase a flat rate return label on our website at: https://zmart.com.au/products/return-label. We will send you a label via email within one business day, which you can use to return the merchandise at any Australia Post store/outlet or 24/7 parcel locker/street mailbox* (subject to availability).

Please be aware that we will not refund any delivery fees that you have paid at the time of purchase for the product to be delivered to you; this is in accordance with your rights under the Australian Consumer Law.