Refund policy

Return & Refund Policy

Last Updated: September 19, 2026

Thank you for shopping with us. We want you to be satisfied with your purchase. Please read this Return & Refund Policy carefully before placing your order.

Because many of our products are custom-made and personalized, certain products may have specific return and refund conditions.

1. Custom & Personalized Products

Many of our mugs and other products are custom-made or personalized specifically according to the information, images, names, text, or designs provided by the customer.

For this reason, customized and personalized products cannot generally be returned or exchanged simply because you change your mind, no longer want the product, or are unhappy with the design or personalization that you provided.

Please carefully review all personalization details before completing your purchase.

This policy does not affect any rights you may have under applicable consumer protection laws.

2. Damaged, Defective, or Incorrect Products

We will provide an appropriate replacement or refund if you receive a product that:

  • Arrives damaged or broken

  • Is defective

  • Is materially different from the product you ordered

  • Contains a personalization or printing error caused by us

  • Is otherwise incorrectly fulfilled due to an error on our part

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us investigate and resolve the issue, please provide:

  • Your order number

  • Your name and contact information

  • A clear description of the problem

  • Clear photographs of the product

  • Photographs of the packaging, where applicable

We may request additional information or photographs where reasonably necessary to verify the issue.

3. Incorrect Personalization Details

Customers are responsible for checking all personalization information before placing an order.

We are not responsible for errors caused by information entered or uploaded by the customer, including:

  • Incorrect names

  • Spelling mistakes

  • Incorrect dates

  • Incorrect text

  • Incorrect images

  • Incorrect colors or design selections

  • Other incorrect customization information provided by the customer

If you contact us before your personalized order enters production, we will make reasonable efforts to make changes where possible.

Once a personalized order has entered production, we may be unable to make changes or cancel the order.

4. Change of Mind

We do not accept returns or exchanges for personalized or custom-made products solely because of a change of mind, personal preference, or because the customer no longer wants the product.

For products that are not personalized, any applicable return rights will be stated on the relevant product page or otherwise communicated before purchase.

Nothing in this policy excludes or limits any rights that cannot legally be excluded under applicable Australian consumer law.

5. Return Request Process

If you believe your order qualifies for a return, replacement, or refund, please contact us within 7 days of delivery.

You can contact us using:

Email: support@shopzunoza.com
Phone: +61 2 4920 6563

Please include your order number and a description of the issue.

Please do not send a product back before contacting us and receiving return instructions.

If a return is approved, we will provide the applicable return instructions and return address.

6. Return Shipping Costs

If the product is damaged, defective, or incorrectly produced due to an error on our part, we will provide appropriate instructions regarding return shipping.

Where a return is approved for another reason and return shipping applies, the customer may be responsible for the applicable return shipping costs.

Any applicable return shipping costs will be communicated to you before the return is processed.

7. Refunds

Once an approved refund or returned product has been reviewed, we will notify you of the outcome.

If your refund is approved, the refund will normally be issued to the original payment method used to place the order.

We will initiate the approved refund after the applicable refund conditions have been satisfied.

The time it takes for the refunded amount to appear in your account may vary depending on your bank, credit card provider, payment processor, or other financial institution.

We are not responsible for processing delays caused by your payment provider after the refund has been initiated.

8. Replacement Orders

Where appropriate, we may offer a replacement instead of a refund for products that arrive damaged, defective, or incorrectly produced.

If a replacement is approved, we will provide information regarding the replacement process.

Replacement products may be subject to production and shipping times.

9. Products Damaged After Delivery

We are not responsible for damage caused after delivery through misuse, accidents, improper handling, or failure to follow reasonable care instructions.

If you believe your product was damaged during delivery, please contact us within 7 days of delivery and provide photographs of the product and packaging.

10. Delivery Issues and Lost Orders

If your order does not arrive within the expected delivery timeframe, please contact us so that we can investigate the shipment.

Where an order is confirmed as lost or there is another delivery issue caused by the shipping carrier, we will work with you to determine an appropriate resolution.

Customers are responsible for providing a complete and accurate delivery address when placing an order.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete address information supplied by the customer.

11. Refund Exclusions

A refund or replacement may not be available where the issue is caused by:

  • Incorrect personalization information supplied by the customer

  • Incorrect spelling or text supplied by the customer

  • Incorrect images supplied by the customer

  • An incorrect delivery address supplied by the customer

  • Change of mind for a personalized product

  • Personal preference regarding a custom design

  • Damage caused by misuse or improper handling after delivery

  • Accidental damage after delivery

  • Failure to follow applicable care instructions

This does not affect any rights or remedies available to consumers under applicable Australian consumer protection laws.

12. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Where applicable, consumers may be entitled to a repair, replacement, refund, or other remedy if a product does not meet the consumer guarantees required by law.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded, restricted, or modified.

13. Contact Information

If you have any questions about returns, replacements, refunds, or your order, please contact us:

ShopZunoza

Email: support@shopzunoza.com
Phone: +61 2 4920 6563

Business / Return Address:
1/28 Templar Place
Bennetts Green NSW 2290
Australia

When contacting us regarding an order, please include your order number so that we can assist you efficiently.

14. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes to our products, business practices, or legal requirements.

The updated version will be posted on this page with the revised "Last Updated" date.