RETURN & REFUND POLICY
At Zaya Mae, we want you to feel confident with every order. If something is not quite right, we will do our best to help resolve the issue.
This policy applies to customers purchasing products for delivery in Australia.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law (ACL).
Return Window
For change-of-mind returns, you may request a return within 30 days of receiving your order, provided the product is:
- unused;
- in its original condition;
- complete;
- undamaged; and
- returned with its original packaging and tags where reasonably possible.
Return shipping costs for approved change-of-mind returns are the responsibility of the customer unless otherwise stated by Zaya Mae.
This voluntary 30-day return policy does not affect your statutory rights under the Australian Consumer Law.
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, faulty, unsafe or materially different from what you ordered, please contact us at:
Please contact us as soon as reasonably possible after discovering the issue and include your order number together with clear photographs or videos showing the problem where appropriate.
Once we have assessed the issue, we will provide the appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include a:
- replacement;
- repair;
- refund; or
- other remedy available under applicable law.
You will not be required to pay return shipping costs where the return is required because of a fault or other issue covered by your statutory consumer rights.
Lost Parcels
If your parcel has not arrived within 30 days of your purchase date, please contact us at:
We will investigate the delivery with the relevant shipping carrier.
If the parcel is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or full refund, subject to applicable law.
Nothing in this section limits your rights under the Australian Consumer Law.
How to Start a Return
To request a return, email:
Please include:
- your order number;
- your full name;
- the reason for the return; and
- photographs or other relevant information where applicable.
We will review your request and provide the appropriate return instructions.
Please do not send your return to the address shown on the shipping label or to our registered company address unless we specifically instruct you to do so.
Returns sent to an unauthorised address may not be received or processed.
Partial Returns
You are not required to return your entire order.
Partial returns are accepted, provided the items being returned meet the applicable return conditions.
If only part of an order is returned, any approved refund will relate only to the eligible returned items and any applicable shipping charges, subject to the circumstances and applicable law.
Refund Processing
For approved change-of-mind returns, refunds will generally be processed once the returned item has been received and inspected.
Please allow approximately 5 to 7 business days for the return parcel to reach our designated return facility after it has been posted.
Once the return has been received and approved, we aim to process the refund within 2 business days.
After the refund has been processed, it may take an additional 3 to 5 business days for the funds to appear in your account, depending on your bank or payment provider.
Where a refund is required under the Australian Consumer Law, we will process the applicable refund in accordance with the requirements of the law.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the cost of return shipping unless otherwise stated by Zaya Mae.
We do not generally provide prepaid return labels for change-of-mind returns.
Return shipping costs may vary depending on your location within Australia, the size and weight of the parcel and the shipping provider selected.
Where a product is faulty, defective, damaged, unsafe, incorrectly supplied or otherwise covered by an applicable consumer guarantee, Zaya Mae will handle return shipping costs in accordance with the customer's rights under the Australian Consumer Law.
Refused or Undelivered Parcels
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If a parcel is refused, remains unclaimed, is undeliverable due to an incorrect or incomplete address, or is held because of unpaid customs, duties or other charges that are the customer's responsibility, please contact the relevant courier or postal service using your tracking number.
You may also contact us at:
We will make reasonable efforts to assist you.
Any refund or additional shipping costs in these circumstances will be handled in accordance with the circumstances of the order and applicable law.
Nothing in this section excludes or limits any rights you may have under the Australian Consumer Law.
Change-of-Mind Returns vs. Consumer Guarantees
Our voluntary 30-day change-of-mind return policy is separate from your statutory rights under the Australian Consumer Law.
If a product is faulty, unsafe, damaged, not of acceptable quality, does not match its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy regardless of whether the 30-day change-of-mind period has expired.
Depending on the circumstances, the remedy may include a repair, replacement or refund.
Contact
For any questions regarding returns, refunds or exchanges, please contact:
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)
We aim to respond to customer enquiries within 24 hours during business days.
Please include your order number in your message so we can assist you as quickly as possible.