Refund policy

Return & Refund Policy

Last updated: October 2026

At Shop Zunoza, we want you to be happy with your purchase. This page explains how returns, refunds and exchanges work — for change-of-mind returns, damaged items, and faulty products alike — so you know exactly what to expect before you buy.

This policy applies to all orders placed on shopzunoza.com, shipped within Australia and the United States.

If anything is unclear, contact us at support@shopzunoza.com (Mon–Fri, 9:00 am–5:00 pm AEST).

1. Change-of-Mind Returns

Changed your mind? You may return most items within 30 days of delivery for a refund.

To qualify, items must be:

  • Unused and in their original condition
  • In their original packaging, with all tags and accessories included

Personalised and customised products

Because personalised products are made specifically for you — printed with your chosen photo, name, text or design — they are final sale and cannot be returned for change of mind. This includes all personalised mugs and custom-printed items.

Please review your personalisation details (spelling, photo, layout) carefully before placing your order.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered (including a personalised item made incorrectly compared with the details you submitted), please contact us within 7 days of delivery.

Include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product, and of the packaging where relevant

We may ask for additional information while we investigate. If the item is confirmed as damaged, defective or incorrect, we will fix it — see section 5 below. You will not be charged return shipping in these cases.

3. How to Make a Return

  1. Email support@shopzunoza.com with your order number and the reason for the return.
  2. Wait for our reply with return instructions and the return address — please do not send items back before hearing from us.
  3. Pack the item securely in its original packaging and post it to the address we provide. Use a trackable service and keep your tracking number.

Return method: returns are accepted by post only. We do not have a physical store for in-person returns.

4. Return Shipping Costs

  • Change-of-mind returns: return postage is paid by the customer. Original shipping charges are non-refundable.
  • Damaged, defective or incorrect items: we cover the return shipping. We will provide a prepaid return label or reimburse reasonable postage.

For orders shipped within Australia and the United States, any customs duties, import taxes or other destination charges are the responsibility of the customer and are non-refundable.

5. Refunds

Once we receive your returned item, we will inspect it and notify you of the outcome.

  • Approved refunds are issued to your original payment method within 7 business days of us receiving the return.
  • After we issue the refund, your bank or payment provider may take additional time (typically 3–10 business days) to show it in your account.
  • Restocking fees: we do not charge any restocking fee.

6. Exchanges and Replacements

If your item is damaged, defective, or incorrect, we will offer you a choice of:

  • A replacement sent at no extra cost to you, or
  • A full refund to your original payment method.

Change-of-mind returns are refunded rather than exchanged. If you would like a different item instead, simply place a new order after your refund is processed.

7. Sale and Discounted Items

Items purchased during a sale or with a discount code are covered by this same policy, unless the product page or checkout stated the item was final sale.

8. Your Consumer Rights

Nothing in this policy limits your rights under applicable consumer protection laws in Australia and the United States. For our customers in Australia, our goods come with guarantees under the Australian Consumer Law that cannot be excluded — including that goods be of acceptable quality, match their description, and be fit for purpose. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

9. Contact Us

For questions about returns, refunds, or your order:

Shop Zunoza

  • Email: support@shopzunoza.com
  • Phone: +61 2 4920 6563 (Mon–Fri, 9:00 am–5:00 pm)
  • Address: 1/28 Templar Place, Bennetts Green NSW 2290, Australia

Please include your order number when contacting us about an existing order.