Last updated: 1 August 2026
Return policy at a glance
Unused, unassembled and resaleable, with proof of purchase.
Keep the item and packaging and send clear photos.
Bank processing time may apply after we issue it.
Change-of-mind returns
You may request a change-of-mind return within 30 calendar days after delivery. Approval is subject to inspection and all of the following conditions:
- You provide the order number or another reasonable proof of purchase.
- The product is unused, unassembled, uninstalled, unwashed and free from marks, damage, odours and signs of wear.
- All parts, fixings, manuals and accessories are complete.
- The original packaging is intact and suitable for resale.
- All product tags, labels, protective films and seals remain attached and unaltered.
- You contact us and receive return instructions before sending or delivering the product.
We may decline a return where the product has been damaged through handling, assembly, installation, misuse, neglect, modification, weather exposure or failure to follow product instructions.
Change-of-mind exclusions
Not normally accepted
- Assembled, installed, used or altered products.
- Customised, made-to-order or specially sourced products.
- Clearance or final-sale products clearly marked before purchase.
- Hygiene-sensitive goods once opened or unsealed.
Costs
- You are responsible for safe return transport and its cost.
- Original delivery charges are not refunded for change of mind.
- For bulky items, an agreed collection cost may be deducted from the refund.
- The product remains your responsibility until received by the nominated return location.
These exclusions apply to voluntary change-of-mind returns only. They do not remove rights that cannot be excluded under the Australian Consumer Law.
Faulty, damaged, unsafe or incorrect products
If a product arrives damaged, is faulty, unsafe, materially different from its description or is not the item ordered, contact us as soon as reasonably possible. Include your order number, a clear description and photos or video where useful. Do not continue assembly or use if doing so may cause further damage or create a safety risk.
For a major failure, the Australian Consumer Law may allow you to choose a refund or replacement. For a minor problem, we may choose to repair the product or otherwise provide an appropriate remedy within a reasonable time. Original packaging or attached tags are not a condition of an Australian Consumer Law remedy, although keeping packaging can make collection and assessment easier.
A remedy is not available for a problem caused by abnormal use, misuse, customer damage, unauthorised modification, ignored instructions or ordinary wear and tear.
How to request a return
- Contact customer careEmail support@zinson.com with your order number and reason for return.
- Provide supporting detailsFor damage or faults, include clear photos and stop using the product if unsafe.
- Wait for instructionsDo not send bulky goods to the business address without written return approval.
- Pack the productUse suitable protective packaging and include every approved component.
- Assessment and outcomeWe will confirm the applicable repair, replacement, refund or return outcome after assessment.
Refund timing
Approved refunds are issued to the original payment method unless another method is required by law or agreed with you. We aim to process an approved refund within 5 business days. Banks and payment providers may take a further 2–10 business days to display the funds.
Proof of purchase can include an order confirmation, receipt, account record or another reasonable record that identifies the transaction.
Scope and order of priority
This policy applies to physical products purchased directly from the ZINSON website by Australian consumers. It explains our voluntary change-of-mind offer and the procedure used when a product is faulty, damaged, unsafe, incorrectly described or not the item ordered.
The Australian Consumer Law takes priority wherever it gives you a right that is more favourable than this policy. A fixed return window, missing packaging, removed tags or a manufacturer process cannot be used to refuse a remedy that the law requires. The 30-day limit and resale conditions apply only to voluntary change-of-mind returns.
Products bought from another retailer must be returned to that retailer unless ZINSON has expressly agreed otherwise.
Proof of purchase and claim details
For efficient processing, provide the ZINSON order number and the email address used at checkout. If these are unavailable, reasonable proof can include a receipt, payment record, account history or other evidence that identifies the product, price, date and seller.
We may ask for your name, contact details, product or serial information and reasonable evidence of the issue. Photos and video help with remote assessment but do not automatically determine the outcome. For higher-value claims, we may verify identity before releasing account information or issuing a refund.
A gift recipient can contact us about a faulty product, but a refund will normally return to the original purchaser’s payment method unless the law or both parties require another outcome.
Order changes and cancellations before delivery
Submit a cancellation or change request as soon as possible. We will try to stop an order before dispatch, but a request is not accepted until confirmed by ZINSON.
- Before stock allocation or dispatch, a cancellation can usually be processed without return freight.
- After packing, carrier booking or dispatch, cancellation may no longer be possible.
- Specially sourced, customised or made-to-order products may not be cancellable once production or supplier commitment has started.
- An address change after dispatch depends on the carrier and may attract a redirect fee.
- Refusing delivery without approval may result in reasonable return and re-delivery costs.
If an order has already left the warehouse, an unwanted product is handled under the change-of-mind conditions after it is safely returned.
Exchanges, replacements and repairs
Direct exchanges depend on stock availability and delivery practicality. For an approved change-of-mind request, we may process a refund and ask you to place a new order instead of reserving replacement stock.
For a major product failure, you may be entitled to choose a refund or replacement under the Australian Consumer Law. For a minor failure, ZINSON may choose to repair the product or provide another appropriate remedy within a reasonable time. If a minor problem cannot be remedied within a reasonable time, further rights may arise.
A replacement product may be the same model or, with your agreement, a reasonably equivalent product where the original is unavailable. Replacing one component does not necessarily require replacement of unaffected components when a partial remedy is reasonable and lawful.
Assessment and condition inspection
Returned products are checked against the approved reason for return. Assessment can include confirming identity, completeness, condition, installation history, usage, serial numbers and the reported fault. We may consult a supplier, technician or manufacturer, but ZINSON remains responsible for remedies it is legally required to provide as the seller.
For change of mind, we may refuse the return or reduce the proposed voluntary refund where the product is incomplete, packaging is damaged, tags are removed or handling has reduced resale value. We will explain the reason and provide available evidence.
For a claimed fault, inspection may determine that the product is operating normally, has suffered ordinary wear, or was damaged by misuse, incorrect assembly, unsuitable installation, weather exposure or unauthorised repair. If no product failure is found and the law permits, reasonable inspection or return transport costs may be payable after they are disclosed.
Return transport and packaging
Do not send a product until ZINSON provides the return location and instructions. The Williamstown business address is not automatically a returns depot and may be unable to accept unannounced bulky freight.
Change of mind
- You arrange or pay for approved return transport.
- You must package the item to prevent transit damage.
- Use tracking and suitable transit insurance for valuable goods.
- Risk remains with you until the approved return location receives the product.
Consumer guarantee claim
- We will provide reasonable return instructions.
- For large or heavy faulty goods, we will arrange or reimburse reasonable transport where required by law.
- Do not independently book costly freight without approval unless urgent safety circumstances make that reasonable.
- Keep receipts for any authorised expense.
Bundles, promotions, gifts and discounts
A change-of-mind return for a bundle must include every component unless we approve a partial return. If only part of a discounted bundle is returned, the refund may be recalculated using the price that would have applied to the retained items without the bundle discount.
A gift-with-purchase must also be returned unused and complete, or its reasonable advertised value may be deducted from a voluntary refund. Promotional codes and discounts are not redeemable for cash and are not reissued automatically after a return.
If a faulty item formed part of a bundle, the remedy will reflect the failure and your rights under the Australian Consumer Law; voluntary promotion rules do not remove those rights.
Refund calculations and deductions
An approved refund can include the product price and any delivery amount that must be refunded by law. Original delivery charges are not refunded for change of mind. Reasonable approved return, collection, storage or re-delivery costs may be deducted only where this policy permits and the basis is explained.
Refunds are not issued before ZINSON has enough information to approve the outcome. Cash refunds are not available for card, Stripe, PayID or bank-transfer orders unless required or expressly agreed. If the original payment account has closed, contact the provider and ZINSON so a lawful alternative can be assessed.
If you disagree with an outcome
Reply to the customer-care decision with the order number, the outcome you are seeking and any additional evidence. Ask for the matter to be reviewed if you believe important information or an Australian Consumer Law right was missed.
We aim to acknowledge a return complaint within 2 business days and provide a substantive response within a reasonable time, depending on inspection and third-party information. You may also seek information from the ACCC or contact the consumer affairs or fair trading body in your state or territory. These bodies may provide guidance even where they do not decide individual disputes.
Email support@zinson.com. Include the order number, product name, reason for return and photographs where relevant.
ZINSON is operated by David Bowles (sole trader), ABN 36 645 685 720.
Monday to Saturday 9:00 am–6:00 pm
Sunday Closed