💤 Zoala – Return, Refund, Guarantee & Trial Policy

1. Return & Refund Overview

Refunds to the original payment method are only issued where required by the Australian Consumer Law, including products that are:

• Faulty
• Defective
• Unsafe
• Misdescribed (see Clause 1.1)

All other eligible returns are processed as store credit or exchanges only.

Once a return is approved, the parcel must be lodged within 10 business days. If not lodged, the return will be closed and eligibility will lapse.

1.1 Misdescribed Products – Clarification

“Misdescribed” refers only to objective product details, such as:

• Measurements and dimensions (allowing a 1–2 cm manual production variance)
• Materials used
• Product specifications or construction

It does not include subjective opinions or preferences, such as:

• “It’s not comfortable for me”
• “Too firm / too soft”
• “Not what I expected”
• General dissatisfaction with feel or outcome

2. Order Mistakes & Cancellations

Orders placed incorrectly are classified as change-of-mind returns.

Refunds for these cases are issued as store credit only once the item is returned.

If cancelled before fulfilment, a refund to the original payment method may be issued, less a $20 administration fee.

Once fulfilled or shipped, cancellations are no longer possible and refunds are processed as store credit only after return.

3. Marketing Names & Transparency

Some Zoala products are marketed under brand-specific names.

Original supplier or manufacturer names may differ and are disclosed on the product page.

This does not affect product authenticity, quality, or performance.

4. Change-of-Mind Returns

• Must be initiated within 14 days of delivery
• Items must be unused, unopened, and in original packaging
• Return shipping is at the customer’s expense
• Customers assume all risk during return transit
• Incorrect address or non-collection returns are refunded as store credit only

5. Faulty or Defective Products (ACL Rights)

If a product is faulty, defective, unsafe, or misdescribed, customers are entitled under ACL to a refund, repair, or replacement.

Zoala covers return shipping for approved ACL claims.

Photo or video evidence is required before a return label is issued.

6. 30-Day Money-Back Guarantee

Applies only to selected non-pillow products where explicitly advertised.

• Claims must be submitted within 30 days of delivery
• Items must be in original condition and packaging
• No stains, odours, or misuse

Refunds to the original payment method apply only where the product is faulty, misdescribed, or fails to perform objective features.

7. 90-Night Trial (Pillows)

Applies only to pillows marked with a “90-Night Trial” badge.

• Trial period of up to 90 nights from delivery
• Eligible for store credit or exchange
• Normal use only; excessive wear or stains excluded
• Return shipping is the customer’s responsibility

8. Exclusions

• Change of mind based on personal preference
• Minor variations (1–2 cm)
• Hygiene-sensitive items once used
• Heavily used, stained, or damaged pillows
• Sale, clearance, or final-sale items

9. Return Process

• Email hello@zoala.com.au
• Include order number, reason, and photos or videos
• Once approved, a tracked return label is issued
• Parcel must be lodged within 10 business days

10. Refund, Exchange & Resolution

• ACL cases: refund to original payment method
• Other cases: store credit or exchange only
• Processing time: 5–10 business days
• Shipping fees are non-refundable unless required under ACL

11. Compliance with Australian Consumer Law

This policy operates alongside and does not limit your rights under the Australian Consumer Law.

11.1 ⚠️ Important Product Disclaimer

12. Contact Us