1. Eligibility for Returns
- Products can be returned within 30 days from the date of delivery.
- Only unopened, unused, and undamaged items are eligible for return.
- The original packaging, including any seals or labels, must be intact.
- For product bundles, individual bottles cannot be returned separately. All bottles within the bundle must be returned together.
2. Non-Returnable Items
- Opened bottles are non-returnable.
3. Refund Process
- Refunds will be processed once the returned items are received and inspected by our team.
- The refund will be issued to the original payment method within 5-10 business days.
- Shipping costs for the return are the responsibility of the customer and are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item sent).
4. Damaged or Defective Products
- If you receive a damaged or defective product, please provide photographic evidence when contacting us.
- We offer a replacement or full refund for damaged or defective items, including covering the return shipping costs in such cases.
5. Return Shipping
- Customers are responsible for paying the return shipping costs unless the return is due to a fault on our part.
- We do not offer prepaid return labels; customers must arrange and pay for return shipping independently.
6. Exchanges
- We are happy to offer an exchange if you wish to switch to a different flavour or size.
- To initiate an exchange, please send the original bottles back to us, and we will cover the shipping costs for sending out the new bottles.
7. How to Initiate a Return or Exchange
- To start a return or exchange, please contact our customer service team via email at info@zerup.com.au with your order details and reason for the return/exchange.
- Our team will provide you with further instructions, including the return address.
8. Final Sale Items
- Some items, such as clearance or sale items, may be marked as final sale and are not eligible for return or refund.
9. Changes to the Policy
- Zerup reserves the right to modify this returns and refunds policy at any time. The latest version of the policy will always be available on our website.