Refund policy
At Ziravia, every order is carefully reviewed and prepared before dispatch. Some products are personalized or made to order, while others are prepared without personalization.
This policy explains when returns, replacements and refunds may be available. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable consumer protection laws.
Change-of-Mind Returns
Ziravia does not accept returns or exchanges for change of mind. This includes situations where:
- You no longer want the product
- You selected the wrong product, colour, style or size
- You found the product elsewhere at a different price
- The product was purchased as an unwanted gift
Please review the product description, measurements, materials, options and personalization details carefully before completing your purchase.
This change-of-mind policy does not affect your rights if a product is faulty, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee.
Personalized and Custom-Made Products
Personalized products may include names, initials, dates, photographs, birthstones, engravings, custom messages or other information supplied by the customer.
Personalized and custom-made products cannot be returned or exchanged because of:
- Spelling mistakes or incorrect wording submitted by the customer
- Incorrect names, initials, dates, photographs or other custom details supplied at checkout
- Incorrect product, colour or size selections made by the customer
- Low-quality or unsuitable customer-supplied images
- A change of mind after production has begun
Please check all personalization information carefully before placing your order. Once production begins, changes or cancellations may no longer be possible.
Personalized and custom-made products are still covered if they arrive faulty, damaged, incorrectly produced, materially different from the approved order details or otherwise fail to meet an applicable consumer guarantee.
Faulty, Damaged or Incorrect Products
If your order arrives faulty, damaged, incorrectly supplied or materially different from what you ordered, please contact us as soon as possible so we can investigate and assist.
Please provide:
- Your order number or other proof of purchase
- A clear description of the problem
- Clear photographs of the product
- Clear photographs of the packaging, where relevant
- A photograph of the shipping label, if the wrong product was received
Please keep the product and its original packaging until we have reviewed your request and provided further instructions.
When to Contact Us
Please contact us as soon as possible, preferably within 7 days of delivery, if your product arrives damaged, faulty or incorrect.
Prompt notification helps us document the problem, contact the production or delivery partner and resolve the issue more efficiently.
The preferred 7-day notification period is not a fixed expiry period and does not limit any rights or remedies available under the Australian Consumer Law or other applicable consumer protection laws.
Available Remedies
The remedy available will depend on the nature and seriousness of the problem and your rights under applicable consumer law.
If a product has a major problem, you may be entitled to choose between a replacement or refund. A major problem may include a product that:
- Would not have been purchased by a reasonable customer if they had known about the problem
- Is significantly different from its description, sample or approved personalization
- Is unsafe
- Cannot be used for its normal purpose and cannot easily be repaired
If the problem is not major, Ziravia may provide an appropriate remedy within a reasonable period, such as a repair or replacement. If an appropriate remedy cannot be provided within a reasonable period, you may be entitled to a refund or another remedy available under applicable consumer law.
Store credit may be offered as an option where appropriate, but it will not replace a refund or other remedy when one is required by law.
Items Not Eligible for a Change-of-Mind Return
The following are not eligible for return, exchange or refund solely because of a change of mind:
- Personalized or custom-made products
- Products containing customer-submitted names, dates, photographs, initials or messages
- Products ordered in the wrong size, colour, style or option by the customer
- Products containing incorrect personalization details submitted by the customer
- Products damaged through misuse, accidental damage, normal wear and tear or failure to follow care instructions
Reasonable variations in colour or appearance may occur because of screen settings, lighting, production methods or the natural characteristics of materials. However, this does not apply where the product is materially different from its description, sample or approved order details.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible. We will try to assist, but changes and cancellations cannot be guaranteed after an order has entered production or preparation.
If we receive your cancellation request before production or preparation begins, we may be able to cancel the order and issue a refund to the original payment method.
Personalized and made-to-order products may enter production shortly after purchase, so please check all order and personalization information carefully before completing checkout.
Return Authorisation
Please contact us before returning a product. If a return is required, we will provide the appropriate return address and instructions.
Products should not be returned to the address shown on the original parcel unless we specifically instruct you to use that address. Some orders are dispatched by production or fulfilment partners, and the original sender address may not be the correct returns location.
Returns sent without contacting us first may be delayed because we may be unable to identify the order or confirm the correct returns destination.
Return Shipping Costs
If a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by an applicable consumer guarantee, Ziravia will provide return instructions and cover reasonable return shipping costs where a return is required.
We may provide a prepaid return label or reimburse reasonable return postage after receiving a valid postage receipt. Please do not pay for expedited or unusually expensive return shipping unless we have approved it in advance.
Refund Processing
Approved refunds will be issued to the original payment method used for the purchase.
Once Ziravia has issued the refund, please allow approximately 5–10 business days for it to appear in your account. The exact processing time is determined by your bank, card issuer or payment provider.
Original and return shipping costs will be included in the refund where required by applicable consumer law.
Delayed, Missing or Lost Deliveries
If your tracking shows that a parcel has been delivered but you cannot locate it, please:
- Confirm that the shipping address on your order is correct
- Check around the delivery location and any safe-drop areas
- Ask household members, neighbours or building management
- Contact the local carrier for additional delivery information
You may also contact Ziravia for assistance. We will review the available tracking information and may open an investigation with the carrier.
If a parcel is confirmed as lost in transit, Ziravia will provide an appropriate resolution based on the circumstances and any rights available under applicable consumer law.
Delivery investigations may take additional time depending on the carrier and destination.
Contact Us
For returns, refunds, replacements or order problems, please contact:
Ziravia Customer Support
Email: support@ziravia.store
Please include your order number and a description of the issue. We aim to respond within 24–48 business hours.