REFUND & RETURN POLICY
All returns will be, subject to Australian Consumer Law, at our sole discretion. Unless approved in writing, returns will not be permitted.
We offer returns for refund or store credit on all full priced items if the below conditions are met:
- You create your return within 7 days of purchase,
- You can provide proof of purchase from us,
- The product is unused, unopened and in its original condition (without any damage to the packaging of the product),
- The product is returned to us in a condition that we consider resale-able,
- The product is returned to us in its original packaging within 28 days of purchase.
Please note return postage costs are the responsibility of the customer. We recommend using a trackable service to ensure that your return arrives back to us safely. Zodiaque Moon will not be responsible for any returns that do not arrive back to us. It is also the customer’s responsibility to ensure that the product(s) are returned to us undamaged in transit.
Any items purchased on sale can be returned for a store credit only, subject to Australian Consumer Law.
To create a return:
- Email firstname.lastname@example.org with the following:
- Your order number,
- Item(s) you want to return, and
- The reason for your return.
- Unless we require any additional information, we will email you your return instructions.
- Once you receive your return instructions, please package the item(s) carefully and be sure to include your order/return number inside the parcel. Please ensure that you pack the return to avoid any breakage or damage during transit.
- Take your return parcel to the post office and post it back to us using a tracked shipping method.
- Keep hold of your tracking number so that you can track the parcel throughout its journey.
Once your return has been received by our team, this will be processed through assessment. Any items that do not meet our return requirements will not be approved for return.
Unless we need further information from you to assess your return, you will be advised within 7 business days if your return is approved.
We do not offer exchanges and instead, encourage you to place a new order for the item you require and return the original for a refund in line with our returns policy.
Once your return is approved and processed through assessment, you will receive an email to confirm this. You will not be refunded the original shipping cost as this service has already been provided. Refunds can take between 5-10 business days to land back into your account, depending on your financial institution.
Please note we cannot refund to an alternative payment method. All refunds will automatically be processed through the original payment method.
INCORRECT OR DAMAGED ITEMS
In the unlikely event that you receive an incorrect or a damaged item, please let us know within 24 hours of receipt.
Please send an email to email@example.com with your order number and a photo of the item(s) so that we can investigate this for you as quickly as possible.
Please note that any refunds, exchanges, replacement, or store credits will only be issued once the damaged or incorrect item(s) have been returned.
If you have any questions and cannot find an answer in our FAQ’s, please feel free to reach out to the team at firstname.lastname@example.org and we will be more than happy to help.