Refund policy

Returns Policy

Your consumer rights

This Returns Policy operates alongside, and does not exclude, your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to 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 the failure does not amount to a major failure.

Change-of-mind returns

In addition to your ACL rights, we offer a 30-day change-of-mind return on eligible items. To qualify:

  • The return must be initiated within 30 days of the delivery date.
  • The product must be unworn, undamaged, and in its original condition.
  • The product must be returned with all original packaging — including the rigid box, pouch, cleaning cloth, and any inserts.
  • Proof of purchase (order confirmation or receipt) is required.

Change-of-mind returns are not available on:

  • Products that show signs of wear, damage, or modification.
  • Products returned without their original packaging or accessories.
  • Sale, clearance, or limited-edition items marked as final sale.
  • Custom-fitted prescription lenses (where applicable).

Faulty or damaged products

If your product arrives faulty, damaged, or develops a fault that constitutes a failure under the ACL, please contact us within a reasonable time at sales@zolare.com.au. Include:

  • Your order number.
  • A description of the issue.
  • Clear photos showing the fault or damage.

We will assess the claim and, where the product fails to meet a consumer guarantee, provide a remedy as required under the ACL. The choice of remedy (replacement, repair, or refund) depends on whether the failure is major or minor, in line with the ACL.

How to return a product

Step 1 — Request a return: Email sales@zolare.com.au with your order number, the item being returned, and the reason. We will respond within 3 business days with return instructions and a Return Authorisation (RA) number.

Step 2 — Pack and ship: Pack the product securely in its original packaging. Include the RA number on the outside of the parcel. Ship to the address provided in your return instructions — we recommend using a tracked service, as we are not responsible for items lost in return transit.

Step 3 — Assessment and refund: Once received, we will inspect the product within 5 business days. Approved refunds will be issued to the original payment method within 5 business days of approval. Bank processing times may add additional days.

Return shipping costs

  • Change-of-mind returns: shipping is at your cost.
  • Faulty or incorrect items: we cover return shipping costs and arrange a prepaid label or reimburse reasonable costs.
  • Original outbound shipping is non-refundable on change-of-mind returns.

Exchanges

Exchanges are processed as a return plus a new order. To exchange a product, follow the return process above and place a new order for the desired replacement. Where the exchange relates to a faulty product, we will work with you to provide a replacement at no additional cost.

Warranty claims

Issues that arise outside the 30-day return window may be covered under the Zolare Warranty. Please refer to the Warranty page or contact us for guidance.

Contact us

Zolare Pty Ltd
Email: sales@zolare.com.au
Web: www.zolare.com.au