Refund policy
Warranties
Shopping Zone, through its supplier/s, generally offer a 12-month warranty on all products, unless stated otherwise. Some products will be provided with an extended warranty. Some electronics products come with a 3-month warranty. Please refer to the product listing for the warranty period.
Items not covered by our warranty include:
- damage that occurs as a result of misuse of the product by the user
- damage that occurs as a result of misuse during delivery
- damage arising from improper assembly or modification
- damage arising from failure to use in accordance with manufacturer’s instructions
- damage arising from abnormal use or abuse
- damage wear and tear as a result of improper or lack of maintenance and/or reasonable care
- damage to external or product packaging only
- insignificant minor variations in dimensions, colour, grain or finish
- insignificant minor imperfections or superficial blemishes
- provision of any accessories or bonus gifts (these would be noted in our listing, including (but not limited to) battery,
carry bag, etc.
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us.
In some cases products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated with you at time of query. We endeavour to list all information on the relevant product page. Shopping Zone will assist you, where possible, to achieve a positive resolution if you are not happy with their initial response.
Warranty claims
All warranty claims should be sent in the first instance to the Shopping Zone Team warranty-refunds@shoppingzone.com.au. To prevent unnecessary delays, we ask that the following be included in the initial claim email:
- order/invoice number
- manual with missing parts indicated (if applicable)
- images/video clearly showing the fault (if applicable)
- images/video clearly showing goods in the original packaging
(please note: All images and videos must be attached to the email in the appropriate size, we are not able to make a clear
assessment with thumbnails).
Please do not dispose of items before contacting us. We may ask for items to be sent back for inspection by the supplier/s. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
Please do not return the item to us and/or the supplier until instructed to do so.
Every claim is assessed on a case-by-case basis and can take several days.
Missing or damaged parts under 12-month warranty
Email the Shopping Zone Team at warranty-refunds@shoppingzone.com.au if your product is received with a missing or damaged part, specifying the instruction manual and the quantity needed. Where applicable, circle the part in the manual and send the pictures to us.
Once we and/or supplier/s receive all the necessary details, the part to be dispatched can be issued at the earliest time. An email will be sent to you containing tracking information when it is available. Dispatch of spare parts from the supplier/s warehouse can take up to two working days.
If no spare part is available at that time, you will be provided an alternative solution in-line with Australian Consumer Law.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at warranty-refunds@shoppingzone.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at warranty-refunds@shoppingzone.com.au.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions/non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to email Shopping Zone at warranty-refunds@shoppingzone.com.au, and after the return is agreed upon, return the item you have, and then make a separate purchase for the new item.
Refund payments
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. (Note: we are unable to refund to a different PayPal account, credit card or bank account). Please remember it can take some time for your bank or credit card company to process and post the refund too.
Faulty or Damaged in Transit Products
Email the Shopping Zone Team on warranty-refunds@shoppingzone.com.au with pictures/video of the received product clearly indicating the fault. If applicable, include the manual with the required part circled and inform us of the quantity. In addition, please provide a brief explanation of the fault and what you would prefer from the supplier/s (for example, full or partial refund or replacement of parts/product).
Every claim is assessed on a case-by-case basis and we will advise you (through advice from our supplier/s) whether we will send replacement parts, offer a full or partial refund, or replace the product.
Please do not return the product to us and/or supplier unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if the return is not approved and the return label has not been provided.
Returns, Refund & Exchange Procedures
You will be provided with a refund as stated at the time of investigation. In all cases, please contact Shopping Zone first via email at warranty-refunds@shoppingzone.com.au, and we will advise if the product needs to be returned. If your item is deemed suitable for returning, Shopping Zone will provide you with instructions on what actions to undertake next.
If you have initiated the payment through PayPal or credit card, you will be provided with the refund through the same mode of payment. (Note: we are unable to refund to a different PayPal account, credit card or bank account).
We do not offer exchanges, unless the offer has been made by us as a result of a return/refund arrangement.
Return to Sender
If there are any address discrepancies with your order and the product is returned to the supplier, a cost of Return to Sender (RTS) (if applicable) and re-delivery cost will occur for any products returned. Refund for RTS will be provided after item is received at the supplier/s warehouse facility.
All items returned due to incorrect or incomplete delivery information will be treated as a Change of Mind (COM) return, including items returned to sender due to being unclaimed.
Change of Mind
We do not accept change of mind (COM) for health, safety, or health/safety baby products. It is because we have a legal and moral responsibility to the health and safety of the customers using our products, and we are not allowed to sell products that have been opened, handled, or used, etc
For other products, we only accept COM within 7 days after the item is delivered. You MUST notify us via warranty-returns@shoppingzone.com.au of the COM within these 7 days. If not, change of mind could be rejected. The product must be unopened and in its original packaging.
Please send an email to warranty-refunds@shoppingzone.com.au with pictures or video, indicating the condition of the received product and the explanation on why you want to return the product and if the item is eligible for return.
Please do not return the product without our prior consultation. In this case, the refund will not be provided.
COM option is not applicable for bulk purchases.
If you have been provided with a return label, we shall refund the item price and the shipping fee MINUS return postage and a restocking fee of 10% of the item price and the shipping fee.
If you have not been provided with the return label, we shall refund the item price and the shipping fee MINUS a restocking fee of 10% of the item price and the shipping fee.
If you change your mind before the item is received and require the action of RTS, we shall refund the item price and the shipping fee MINUS a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at the supplier/s warehouse facility.
All items returned due to incorrect or incomplete delivery information will be treated as COM return, including items returned to sender due to being unclaimed.
Recalls
In the event of a recall, Shopping Zone will advise you by email of the procedure to be followed.
Liability
To the extent permitted by law, we, our directors and employees, and third parties connected to us hereby expressly exclude:
- all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity
- any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website,
products or services or in connection with the use, inability to use, or results of the use of our website, any websites linked
to it and any materials posted on it, including, without limitation any liability for loss of income or revenue, loss or
interruption of business, loss of profits or contracts, loss of anticipated savings, loss of data, loss of goodwill, wasted
management or office time and for any other loss or damage of any kind, however arising and whether caused by tort
(including negligence), breach of contract or otherwise, even if foreseeable.
This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation, nor any other liability which cannot be excluded or limited under applicable law.
Without limitation to the foregoing, we acknowledge that the laws in certain jurisdictions including Australia may imply warranties and conditions or impose obligations on the supply of goods and services through or by means of our website which cannot be excluded, restricted or modified except to a limited extent. If any such laws apply, then to the fullest extent permitted by the law of the relevant jurisdiction, and in the case of Australia to the extent permitted by the Competition and Consumer Act 2010 (Cth), our liability is limited and if any liability remains it will be limited to any one or more of the following in our sole discretion:
- in the case of any goods, the replacement or repair of the goods, or the supply of equivalent goods, or the payment of the
cost of repairing or replacing the goods or supplying equivalent goods; and
- in the case of any services, the supply of the services again or the payment of the cost of having the services supplied again.
Without limitation to the foregoing, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question. You agree to indemnify us, our directors, employees and representatives from and against all actions, claims, suits, demands, damages, liabilities or costs (including legal costs) arising from, or which is directly or indirectly related to the use of our website, or any other products or services accessed via our website.