Returns Policy

At Zmart Australia, we want you to be completely satisfied with your purchase. Our Returns Policy is in addition to your rights under the Australian Consumer Law and is designed to provide you with a seamless shopping experience.

Please read the following carefully to understand your rights and our obligations.

📌 Contact Us First

• You must contact us to obtain approval before returning any item.
• Returns without prior approval or not following our return instructions will not be accepted.

📌 No Refunds on Delivery Costs

• Delivery costs are non-refundable unless the return is due to a product fault or an error on our part.

📌 Return Processing Time

• Refunds will be processed within 1-3 business days after receiving the returned item.

We accept change of mind returns within 30 days of receiving your order, subject to the following conditions:

✔️ Notify us in writing within 30 days of receipt.
✔️ The item must be unused, unworn, unopened, with all accessories and components intact, and in resaleable condition.
✔️ The item must be returned within 10 business days after receiving a Return Merchandise Authorization (RMA) number.
✔️ You must follow all instructions in our returns process.

For hygiene and personalization reasons, we do not accept change of mind returns for the following items:
🚫 Hosiery
🚫 Underwear & Swimwear
🚫 Sexual Wellness Products
🚫 Gift Cards & Vouchers
🚫 Personalized or Custom Printed / Embroidered Items
🚫 Bedding Accessories (e.g., Mattress & Pillow Protectors)

If the above conditions are not met, Zmart Australia reserves the right to refuse a refund.

We offer a refund, exchange, store credit, or repair if:
✔️ The product is faulty or not of acceptable quality.
✔️ The product is not fit for its intended purpose.
✔️ The product does not match the description.

• For items damaged on arrival, provide photographic evidence within 7 days of receiving the product.
• Contact us via our Contact Us Form or email customerservice@zmart.com.au before returning the item.
• Our team may request additional photos or videos to assess the issue.

📌 If the issue is due to misuse, accidental damage, or Clothing not adhering to care instructions, we reserve the right to deny a refund or replacement.

• Claims for damaged items or missing products must be reported within 24 hours of delivery.
• Please inspect your order immediately upon receipt and contact us with photos of the damaged item and packaging if necessary.

We do not offer direct exchanges.

If you require a different size, please:
1️⃣ Place a new order for the correct size.
2️⃣ Return the original item for a refund following our "Change Of Mind" return process.

If returning 5 or more items, a restocking fee will apply:
✔️ 15% of the item’s price or a minimum of $15, whichever is greater.

📌 Exceptions:

• No restocking fees for returns of 4 items or less.
• No restocking fees if opting for a store credit instead of a refund.

✅ Step 1: Contact our customer service team via the Contact Us Form or email customerservice@zmart.com.au.
✅ Step 2: Wait for a response and receive a Return Merchandise Authorization (RMA) number with return instructions.
✅ Step 3: Package the item securely and ship it using a tracked postal service.
✅ Step 4: Once received, we will inspect the item and process your refund within 1-3 business days.

📌 Important Notes:

• Returns without prior approval or an RMA number will not be accepted.
• Zmart Australia is not liable for items lost or damaged during return transit. We recommend using a tracked shipping service.

📌 Return Shipping Costs & Responsibility

• Return shipping costs and risks, including potential loss or damage, are the customer's responsibility. We recommend using a tracked service and insuring high-value items for added protection.
• If the returned item does not meet the required conditions, the customer will be responsible for the shipping cost to have the item sent back to their address.

• Refunds will be issued via the original payment method.
• Refund processing times depend on your bank and may take 3-7 business days to reflect in your account.

For any questions regarding returns or refunds, please reach out to our support team.