TERMS OF SERVICE
Last updated: 20 March 2026
These Terms of Service apply to purchases made through the Zaya Mae online store by customers in Australia.
By placing an order through our website, you agree to these Terms of Service.
Nothing in these Terms of Service is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law or any other applicable law.
Article 1 – Definitions
The following definitions apply to these Terms of Service:
Cooling-off period: any statutory period during which a consumer may have a legal right to cancel or withdraw from a contract under applicable Australian law.
Consumer: a natural person who acquires products primarily for personal, domestic or household use.
Day: a calendar day.
Right of withdrawal: any legal right available to a consumer to withdraw from or cancel a contract under applicable law.
Entrepreneur: Zaya Womens, trading as Zaya Mae.
Distance contract: an agreement concluded between the entrepreneur and the consumer through the use of one or more forms of distance communication without the parties being physically present together.
Products: the goods offered for sale through the Zaya Mae online store.
Website: the Zaya Mae online store and related website operated by Zaya Mae.
Terms of Service: these Terms of Service.
Article 2 – Identity of the Entrepreneur
Store name: Zaya Mae
Company name: Zaya Womens
Registration number: 72950455
Company address:
Bokstraat 43a
6413AR Heerlen
Netherlands
Email: support@zayamae.com
Zaya Mae is operated by Zaya Womens, a company registered in the Netherlands.
These Terms of Service apply specifically to orders placed by customers purchasing products for delivery in Australia.
Article 3 – Applicability
These Terms of Service apply to all offers, orders and distance contracts concluded between Zaya Mae and customers purchasing products through the Website.
Before placing an order, customers will have the opportunity to review these Terms of Service.
By completing an order through the Website, the customer acknowledges that they have read and accepted these Terms of Service.
If any provision of these Terms of Service is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.
Any invalid or unenforceable provision will, where possible, be interpreted or replaced in a way that most closely reflects the original intention of the provision while remaining consistent with applicable law.
Nothing in these Terms of Service is intended to remove or limit any mandatory rights available to Australian consumers under the Australian Consumer Law (ACL).
Article 4 – The Offer
If an offer has a limited period of validity or is subject to specific conditions, this will be clearly stated on the Website.
All offers are subject to product availability.
Zaya Mae reserves the right to modify or withdraw an offer where reasonably necessary, including where products become unavailable or an obvious error has occurred.
The offer contains a description of the relevant products and, where applicable, information about sizes, colours, materials and other product characteristics.
Product descriptions and images are intended to provide an accurate representation of the products.
However, minor differences in colour, texture, appearance or presentation may occur due to lighting, photography, screen settings or manufacturing variations.
Obvious typographical, pricing or other errors in an offer do not bind Zaya Mae.
If an obvious pricing or product error occurs, Zaya Mae may contact the customer to confirm whether they wish to proceed with the order at the correct price. If the customer does not wish to proceed, any amount already paid will be refunded.
Article 5 – The Contract
A contract is formed when the customer places an order through the Website and the order is accepted by Zaya Mae.
After an order has been placed, Zaya Mae will send an order confirmation to the email address provided by the customer.
The order confirmation does not necessarily mean that the order has already been dispatched.
Orders remain subject to product availability and successful payment.
Zaya Mae may decline or cancel an order where:
- the product is unavailable;
- payment has not been successfully received;
- an obvious pricing or product error has occurred;
- the order appears to be fraudulent or unauthorised; or
- circumstances outside Zaya Mae's reasonable control prevent fulfilment.
If an order is cancelled by Zaya Mae after payment has been received, the customer will receive a refund of the amount paid for the cancelled order.
Article 6 – Order Cancellation
Customers may request cancellation of an order within 5 minutes of placing the order.
Cancellation requests must be sent as soon as possible to:
Due to the automated nature of our order processing and fulfilment systems, orders may enter processing shortly after they are placed.
After the 5-minute cancellation window, Zaya Mae may be unable to cancel or modify the order before dispatch.
If an order has already entered fulfilment or has been dispatched, the customer may instead use any applicable return, refund or consumer guarantee rights available under these Terms of Service and applicable Australian law.
Nothing in this cancellation policy limits or excludes any rights the customer has under the Australian Consumer Law.
Article 7 – Returns
Zaya Mae accepts returns in accordance with the return conditions communicated on the Website and any applicable rights under Australian law.
For change-of-mind returns, where no statutory refund or remedy is required, the following conditions may apply:
- The customer must contact Zaya Mae at support@zayamae.com before returning the product.
- The product should be returned within the return period specified by Zaya Mae at the time of purchase or in the applicable Returns Policy.
- The product should be unused and in its original condition.
- The product should be returned with its original packaging and tags where reasonably possible.
- The customer may be responsible for return postage costs for a change-of-mind return, unless otherwise stated by Zaya Mae.
A change-of-mind return is separate from a return relating to a product that is faulty, damaged, unsafe, not of acceptable quality, does not match its description or otherwise fails to meet a consumer guarantee.
Australian Consumer Law rights apply independently of any voluntary change-of-mind return policy.
Article 8 – Refunds
Where a refund is approved under our change-of-mind return policy, the refund will generally be issued after the returned product has been received and inspected.
Refunds will normally be made to the original payment method used for the purchase.
Processing times may vary depending on the customer's payment provider or financial institution.
Where a refund, replacement or other remedy is required under the Australian Consumer Law, Zaya Mae will provide the applicable remedy in accordance with the law.
If a product has a major failure under the Australian Consumer Law, the customer may have the right to choose between a refund, replacement or another applicable remedy.
Where a product has a minor failure, Zaya Mae may be entitled to provide a repair or replacement within a reasonable period, subject to the customer's rights under the ACL.
Australian consumer guarantees cannot be excluded, restricted or modified by these Terms of Service.
Article 9 – Products Excluded from Change-of-Mind Returns
Certain products may not be eligible for a change-of-mind return where returning the product is not reasonably possible due to its nature or where hygiene or health considerations apply.
This may include products that:
- have been personalised or made specifically for the customer;
- are clearly of a personal nature;
- are sealed products where the seal has been broken for hygiene reasons; or
- cannot reasonably be returned due to their nature.
These exclusions apply only to voluntary change-of-mind returns and do not exclude or limit any rights the customer may have under the Australian Consumer Law.
If a product is faulty, unsafe, damaged, not as described or otherwise does not meet an applicable consumer guarantee, the customer should contact us regardless of whether the product falls within one of the above categories.
Article 10 – Prices
All prices displayed on the Australian version of the Zaya Mae Website are shown in Australian Dollars (AUD) unless otherwise clearly stated.
The applicable price is the price displayed at the time the customer places the order.
Prices may include applicable taxes, duties or other charges where stated at checkout.
Any applicable delivery fees will be displayed separately during checkout where possible.
Zaya Mae reserves the right to change product prices at any time. Price changes will not affect orders that have already been accepted and confirmed, except where an obvious pricing error has occurred.
Zaya Mae is not required to honour an obvious typographical, technical or pricing error.
Where an order has been placed at an obviously incorrect price, Zaya Mae may cancel the order and provide a full refund of any amount already paid.
Article 11 – Consumer Guarantees and Product Warranty
Products sold to Australian consumers are subject to the consumer guarantees provided under the Australian Consumer Law (ACL).
These guarantees include, among other things, that goods:
- are of acceptable quality;
- are fit for any purpose that the customer made known to the seller;
- match their description;
- match any sample or demonstration model;
- are free from undisclosed defects; and
- meet any other applicable consumer guarantees under Australian law.
Where a product does not meet an applicable consumer guarantee, the customer may be entitled to a remedy depending on the circumstances.
A remedy may include a repair, replacement, refund or other remedy available under the ACL.
The nature of the remedy depends on whether the failure is considered a major or minor failure and the circumstances of the individual case.
Nothing in these Terms of Service limits, excludes or modifies the customer's rights under the Australian Consumer Law.
Customers should contact:
as soon as reasonably practicable after discovering a problem with a product.
Where appropriate, Zaya Mae may request photographs, videos, order information or other reasonable information to assess the issue.
Any voluntary warranty offered by Zaya Mae or a manufacturer is in addition to, and does not replace, the customer's statutory rights under Australian law.
Article 12 – Delivery
Zaya Mae takes reasonable care when processing and fulfilling orders.
The delivery address is the address provided by the customer at checkout.
Customers are responsible for ensuring that their delivery address and contact information are correct.
Estimated delivery times are provided for guidance only unless a specific delivery timeframe has been expressly guaranteed.
Delivery times may be affected by circumstances outside Zaya Mae's reasonable control, including postal delays, customs processing, extreme weather, natural disasters, carrier disruptions or other unforeseen events.
If an order cannot be fulfilled within a reasonable period, Zaya Mae will contact the customer where appropriate.
If an order cannot be fulfilled, the customer will be entitled to a refund of amounts paid for the affected order, subject to applicable law.
Where applicable law provides that risk remains with the seller until delivery, Zaya Mae will comply with those requirements.
Article 13 – Payment
Payment must generally be completed at the time the order is placed unless another payment arrangement is expressly offered.
The customer is responsible for providing accurate billing and payment information.
Zaya Mae may accept payment methods displayed at checkout, which may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- PayPal
- other payment methods made available at checkout.
Payment transactions may be processed by third-party payment providers.
Where payment is processed by a third-party provider, payment information is handled in accordance with that provider's security and privacy practices.
Zaya Mae does not intentionally store complete payment card details on its own servers where payment processing is handled by a third-party payment provider.
Article 14 – Complaints
If a customer has a complaint regarding a product, order, delivery or service, they should contact Zaya Mae at:
The customer should provide:
- their full name;
- order number;
- a description of the issue; and
- photographs or other relevant information where appropriate.
Zaya Mae aims to acknowledge complaints within 14 days and will make reasonable efforts to resolve complaints as quickly as possible.
If additional investigation is required, Zaya Mae may request further information from the customer.
If a product issue is covered by an Australian Consumer Law guarantee, Zaya Mae will provide the applicable remedy required by law.
Nothing in this complaints procedure limits any rights the customer may have under Australian consumer law.
Article 15 – Governing Law and Disputes
These Terms of Service are governed by the laws applicable to the transaction, including the Australian Consumer Law where it applies to purchases made by Australian consumers.
Nothing in these Terms of Service is intended to deprive Australian consumers of mandatory rights or protections available to them under Australian law.
Where a dispute cannot be resolved directly with Zaya Mae, the customer may have access to relevant consumer protection bodies or dispute resolution mechanisms available in their Australian state or territory.
Nothing in these Terms of Service prevents a consumer from exercising any statutory right or remedy available under applicable Australian law.
Article 16 – Contact
For questions regarding these Terms of Service, orders, returns, refunds or complaints, please contact:
Zaya Mae — Zaya Womens
Bokstraat 43a
6413AR Heerlen
Netherlands
Registration number: 72950455
Email: support@zayamae.com
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)
COMPANY INFO
Store name: Zaya Mae
Company name: Zaya Womens
Registration number: 72950455
Company address:
Bokstraat 43a
6413AR Heerlen
Netherlands
Email: support@zayamae.com
Applicable consumer protection framework: Australian Consumer Law (ACL), where applicable.