Zakka Return Policy
All refund rights under both State and Commonwealth law apply.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund.
Please read the following carefully to ensure you are fully aware of your rights under the policy and our obligations to you.
When you change your mind
At Zakka you have 30 days to return your items (some exclusions apply) for a full refund or exchange, as long as it is returned in a saleable condition with original proof of purchase. The refund will be provided using your original payment method.
For the item to be considered to be in a saleable condition, it must be:
It is in its original packaging, including instruction manuals and all accessories; and
It is unworn, unused, unassembled, in its original condition and in case of clothing items; and
In the case of mobile and internet connected electronic devices, the original plastic wrapping securing the product closed, is intact;.
In the instance where the product is classified as Big & Bulky, and specifically for beds and bedheads, a collection fee will be incurred by you if it is a change of mind; and
The product is not one where a change of mind return is not available (see below for exclusions).
You must provide a proof of purchase.
If you can’t provide proof of purchase we will be unable to provide you with a refund.
Excluded change of mind items
The following items cannot be returned if you change your mind:
- Cosmetics (if hygiene seal is broken)
- Beauty products
- Food items
- Underwear, except bras
- Personalised Products
- Pierced jewellery
- Bedding accessories (for example, mattress and pillow protectors)
- Gift cards, phone recharge or third party gift cards
Zakka will accept returns and provide you with a Gift Card, refund (refund will be provided using original payment method) or repair where:
- The item is faulty or is not of acceptable quality, or
- The item is not fit for its intended purpose, or
- The product does not match the sample or our description; and
- You can present a Zakka receipt or other adequate proof of purchase
Zakka may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. We reserve the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.
Please be aware that data (including, but not limited to, images, music and video) may be lost during the repair process of electrical and electronic products. It is the responsibility of the customer to ensure that all personal data is deleted before return to Zakka.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.
In the instance of Big & Bulky furniture items, the collection fee will be incurred by the business if the product is found to be not of unacceptable quality, faulty or otherwise be in breach of the Consumer Guarantees. However, if no fault is found, or it is found to be acceptable according to the Consumer Guarantees, the collection fee will be the responsibility of you.
Physical gift card orders:
Physical gift cards cannot be returned if you change your mind. They also will not be exchanged for another denomination or tender such as cash. Zakka will accept returns and provide you with a refund where the item is faulty or is not of acceptable quality. Please note that Zakka is not responsible for and is unable to replace gift cards which are lost or stolen.
Proof of Purchase
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Online Tax Invoice, including from the Zakka mobile application (order confirmations will not be accepted)
- Financial statements such as a bank statement, credit card statement (however, when the proof of purchase does not clearly itemise the goods, more than one type of proof of purchase may be required).
- Order summary on the Zakka App.
Online proof of purchase also includes Zip, Afterpay, Flypay and Paypal statements
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.
Gift cards are not redeemable for cash
Refunds will only be issued using your original payment method (includes the same card or device as purchase). However, if the original payment method cannot be verified due to a different digital platform, such as mobile payment, watch payment, e-wallet etc. or a card was replaced, then you will be asked for proof of identity. The acceptable forms of proof of identity are:
- Australian Driver’s Licence
- Australian Citizenship Certificate
- Australian document of identity
- Medicare card
- Australia Post Key Pass identity card
How to return a product ordered on Zakka.com.au and through the Zakka App
Products ordered online (with the exception of those nominated as online only Big & Bulky products), can be returned by post only, with proof of purchase. For change of mind on returns or exchanges for online only Big & Bulky (such as beds and bedheads), the delivery fee is non-refundable.
Buy Now Pay Later facilities
If the purchase was made through a buy now pay later facility, the refunded money will be returned to the account held, and the balance will then be adjusted accordingly.
To find out more about Afterpay visit www.afterpay.com
To find out more about Zip visit help.zip.co/en