Refund policy
This policy covers returns and refunds for orders placed on Zuvo Goods. It sits alongside your rights under the Australian Consumer Law, which it does not limit in any way.
1. Your rights under the Australian Consumer Law
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 the failure does not amount to a major failure.
Nothing written below reduces those guarantees. Where this policy is more generous than the law requires, the more generous term applies.
2. Change of mind returns
Australian law does not give a general cooling-off period for online purchases, so this part is something we offer voluntarily. You may return an item within 30 days of delivery because you changed your mind, provided it meets the conditions in section 3.
3. Conditions for a return
- The item is unused, unworn and unwashed.
- The item is complete, including any accessories, manuals and free items that came with it.
- The item is in its original packaging, with any labels or tags still attached.
- Hygiene-sensitive items — grooming tools that have touched an animal, and earphone-style products — can only be returned unopened and with any seal intact.
- You have contacted us first and received a return address.
Items sent back without contacting us first cannot be traced to your order and cannot be refunded.
4. How to start a return
- Email info@zuvogoods.com within 30 days of delivery. Include your order number and tell us which item you want to return and why.
- We reply within one business day with the return address and instructions.
- Send the parcel using a tracked service and keep the tracking number.
- Email us the tracking number so we can watch for the parcel.
5. Return postage costs
For a change of mind return, you pay the return postage. We do not issue prepaid return labels; you choose the carrier and the service.
If the item is faulty, damaged in transit, not what you ordered or not as described, we cover the cost of returning it. Send us the receipt for the postage and we refund it along with the item.
Return parcels are your responsibility until they reach us, which is why we ask you to use a tracked service.
6. Refunds
Once your return arrives and we have checked it, we refund you within 5 business days to the payment method you used at checkout. Your bank or card issuer may take a few days more to show the money in your account.
The original shipping cost is refunded in full when the return is because of a fault, damage or an error on our side.
We will email you when the refund is issued. If you have not seen it after ten business days from that email, contact us and we will chase it.
7. Reduced refunds
You are welcome to handle and inspect an item the way you would in a shop. If an item comes back showing use beyond that — worn, marked, scratched, missing parts, or with the packaging destroyed rather than opened — we may reduce the refund to reflect the drop in value.
We will always email you first, explain what we found, tell you the amount we propose to deduct, and wait for your answer. If you would rather have the item back than accept the deduction, we will return it to you at your cost.
8. Order cancellations
You can cancel an order free of charge at any time before it is dispatched. Email us with your order number and we will cancel it and refund you in full.
Once an order has been dispatched it can no longer be cancelled, but you can still return it under section 2.
We may cancel an order ourselves if the item turns out to be unavailable, if the price or description contained an obvious error, or if we cannot deliver to the address given. In every case we tell you why and refund you in full.
9. Faulty, damaged or incorrect items
Email us within a reasonable time of noticing the problem, with your order number and photos of the item and its packaging. Photos let us sort most cases out without you having to send anything back.
Where there is a major failure, you choose between a refund and a replacement. Where the failure is minor, we will repair, replace or refund it — and we will tell you which before we act.
10. Items we cannot accept back
- Items returned after the return window has closed.
- Hygiene-sensitive items that have been opened or used.
- Items damaged by misuse, by an accident after delivery, or by normal wear.
- Items returned without the original packaging or with parts missing, unless they are faulty.
11. If we cannot agree
Email us first — most disagreements are a misunderstanding and we would rather fix it than argue about it. If we still cannot agree, you can raise the matter with the consumer protection agency in your state or territory, or with the Australian Competition and Consumer Commission. You can also take it up with your bank or card issuer.
Business details
- Registered business name: Mondeaux
- Trading as: Zuvo Goods
- Registered address: Torenlaan 5B, 1402 AT Bussum, Netherlands
- Chamber of Commerce: 96593849
- VAT: NL867675688B01
- Email: info@zuvogoods.com
- Phone: +31 6 17 55 02 20
Customer service
Monday to Friday: 08:00 – 18:00 CET
Saturday and Sunday: 12:00 – 17:00 CET
Email is the fastest way to reach us and we answer every message within one business day.