Returns & Refunds Policy

Last updated: 18 August 2026

At Zountther, we want every purchase to meet the standard you expect from us. This Returns & Refunds Policy explains your rights and our processes for returns, exchanges, repairs, replacements and refunds.

This policy applies to purchases made through Zountther.store and is intended to operate in accordance with the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

1. Australian Consumer Law

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

Products supplied by Zountther must, where applicable:

• be of acceptable quality;

• be fit for any purpose we have represented or that you made known to us before purchase;

• match their description;

• match any sample or demonstration model where applicable;

• satisfy any express warranties made about them; and

• otherwise comply with all consumer guarantees required by Australian law.

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances and the nature of the problem.

Your rights under the Australian Consumer Law apply independently of any voluntary return rights offered by Zountther.

2. Major Problems With a Product

A product may have a major problem where, for example:

• it is unsafe;

• it is substantially or materially different from its description, image, sample or demonstration model;

• it has one serious problem, or several smaller problems, that would have stopped a reasonable consumer from purchasing it had they known about them;

• it cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or

• it cannot be used for a particular purpose that you told us about before purchasing and the problem cannot easily be fixed within a reasonable time.

Where a product has a major problem under the Australian Consumer Law, you are generally entitled to choose between:

• a replacement with the same type of product; or

• a refund.

You may also be entitled to keep the product and receive compensation for any reduction in its value.

Where required by law, you may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

3. Minor Problems

Where a product has a problem that is not major, Zountther may choose an appropriate remedy, such as repairing the product, replacing it or otherwise fixing the problem within a reasonable time.

If we cannot or do not fix a minor problem within a reasonable time, you may have further rights under the Australian Consumer Law, including the right to a replacement, refund or other remedy where applicable.

4. Faulty, Damaged or Incorrect Products

If you believe your item is:

• faulty or defective;

• damaged;

• unsafe;

• materially different from its description;

• not fit for its intended purpose;

• missing components; or

• different from the item you ordered,

please contact us at costumer@Zountther.store.

Please provide, where reasonably available:

• your name;

• your order number;

• a description of the issue; and

• photographs or video that clearly show the issue where this may help us assess the product.

Requesting photographs or other information does not remove or restrict your rights under the Australian Consumer Law.

We may reasonably assess the product before determining the appropriate remedy.

There is no arbitrary short return period that removes your statutory rights in relation to faulty goods. Consumer guarantee rights may continue for a reasonable period depending on matters including the nature, price and expected lifespan of the product.

5. Products Damaged in Transit

If your order arrives damaged, please contact us as soon as reasonably practical after discovering the damage.

Where the damage means the product does not comply with the Australian Consumer Law, we will provide the remedy required by law.

Providing photographs of the item and packaging may help us investigate transit damage and resolve your request more efficiently.

6. Incorrect Items

If we have sent you an item that is different from what you ordered, please contact us at costumer@Zountther.store.

Once confirmed, we will arrange an appropriate remedy, which may include sending the correct item, arranging a return or providing a refund, as appropriate.

Where the error is ours, you will not be required to bear reasonable return costs associated with correcting that error.

7. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, Zountther offers a 30-day change-of-mind return period commencing on the date your order is delivered.

To qualify for a change-of-mind return, the product must:

• be returned within the 30-day period;

• be unused, unworn and unwashed;

• be in its original condition;

• include all original accessories, tags and components; and

• where reasonably possible, be returned in its original packaging.

We reserve the right to decline a change-of-mind return where the product does not satisfy these conditions.

These requirements apply only to voluntary change-of-mind returns and do not restrict your rights in relation to faulty or non-compliant products under the Australian Consumer Law.

8. Change-of-Mind Exclusions

Unless required by law, change-of-mind returns may not be available for:

• personalised or customised products;

• products made specifically to your requirements;

• products that have been used, worn, washed, altered or damaged after delivery;

• hygiene-sensitive products where a hygiene seal has been removed or broken;

• gift cards; and

• clearance or final-sale products where they were clearly identified as such before purchase.

These exclusions do not apply where a customer is entitled to a remedy under the Australian Consumer Law.

A sale, promotional or clearance item remains covered by the consumer guarantees where those guarantees apply.

9. Exchanges

Eligible change-of-mind products may be exchanged subject to availability.

If the requested replacement product, colour or size is unavailable, we may offer an alternative product, store credit or refund in accordance with the applicable circumstances and your legal rights.

Nothing in this section limits any right you have to choose a refund or replacement where the Australian Consumer Law gives you that choice.

10. Return Shipping — Change of Mind

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to us unless we agree otherwise.

We recommend using a tracked shipping service. Zountther cannot be responsible for a change-of-mind return that is lost in transit before it reaches us.

Original shipping charges are generally not refundable for a voluntary change-of-mind return unless we state otherwise or the law requires a refund.

11. Return Shipping — Faulty or Incorrect Products

Consumers may be responsible initially for returning products that can reasonably be posted or easily returned.

If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage or transportation costs where required by law.

For products that are large, heavy or otherwise difficult to return, we will arrange collection or otherwise meet our obligations regarding return transportation where required under the Australian Consumer Law.

If, following assessment, a product is found not to have a problem covered by the Australian Consumer Law, you may be responsible for reasonable collection, inspection or return costs where legally permitted and where you were informed of those costs appropriately.

12. Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Zountther.

Proof of purchase may include:

• an order confirmation;

• an order number;

• an email confirmation;

• a payment record;

• a credit or debit card statement; or

• another reasonable record linking the purchase to Zountther.

An original paper receipt is not necessarily required where another reasonable form of proof of purchase is available.

13. Original Packaging

For voluntary change-of-mind returns, we may require the product to include its original packaging where reasonably possible.

However, a customer seeking a remedy for a faulty product under the Australian Consumer Law is not required to have the product's original packaging merely to exercise their statutory rights.

14. Refunds

Once a refund has been approved, Zountther will process it as promptly as reasonably possible.

Where a refund is required under the Australian Consumer Law, the refund will be for the amount required by law.

Refunds will generally be made using the same payment method used for the original purchase unless you agree to another method.

After Zountther processes a refund, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.

15. Shipping Charges on Faulty Products

We do not impose a blanket rule that shipping or delivery charges are non-refundable for faulty products.

Where the Australian Consumer Law requires delivery charges or reasonable return costs to be refunded, Zountther will provide that refund.

16. No Restocking Fees for ACL Remedies

Zountther will not charge a restocking, administration, processing or repair fee where doing so would reduce or interfere with a remedy to which you are entitled under the Australian Consumer Law.

17. Misuse, Accidental Damage and Normal Wear

Consumer guarantees may not provide a remedy where, for example:

• damage was caused by misuse or improper use by the customer;

• damage occurred because the product was used contrary to reasonable instructions;

• the customer caused the problem after receiving the product;

• the customer was informed about a particular defect before purchasing the product and the claim relates to that disclosed defect; or

• the issue is ordinary wear and tear rather than a product failing to meet an applicable consumer guarantee.

Each claim will be considered according to its individual circumstances and applicable law.

18. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at costumer@Zountther.store.

If the order has not yet been processed or dispatched, we may be able to cancel it.

If the order has already been processed or dispatched, cancellation may no longer be possible and the applicable return process will apply after delivery.

Nothing in this section affects any cancellation or refund right that applies under Australian law.

19. Refused or Unclaimed Deliveries

If a parcel is refused, unclaimed or returned to us for reasons unrelated to a failure by Zountther to meet its legal obligations, we may deduct reasonable costs actually incurred in connection with the return or redelivery where permitted by law.

We will not apply this provision in a way that limits any remedy available under the Australian Consumer Law.

20. How to Request a Return

Before returning an item, please contact:

Zountther Customer Support
Email: costumer@Zountther.store
Website: Zountther.store

Please include your order number and the reason for your return.

We will provide return instructions where required.

Please do not send a return to an address that has not been provided or confirmed by our customer support team.

21. Consumer Guarantees Take Priority

Any voluntary warranty, return period, exchange policy or other benefit offered by Zountther is provided in addition to your statutory rights.

If any provision of this Returns & Refunds Policy is inconsistent with a mandatory right or remedy under the Australian Consumer Law, the mandatory Australian Consumer Law right or remedy will prevail.

22. Changes to This Policy

We may update this policy from time to time to reflect changes to our operations, practices or legal requirements.

Changes to this policy will not retrospectively remove any consumer rights that cannot lawfully be excluded.

23. Contact Us

For questions, returns, refunds or concerns regarding an order, contact:

Zountther
Website: Zountther.store
Email: costumer@Zountther.store
Market: Australia