Refund policy
At Zogata, we want everything you order to earn its place in your home. If a piece isn't right, this policy sets out exactly how returns and refunds work.
1. Contact information
Store name: Zogata. Address: 14 Blyth St, Somerton Park SA 5044, Australia. Email: support@zogata.com. Phone: +61 8 7477 7921. Customer service hours: Monday to Friday, 9:00am–5:30pm; Saturday and Sunday, 10:00am–2:00pm (ACST). We respond within 24 hours on business days.
2. Order fulfilment and return location
Zogata is an Australian business based in South Australia. Our products are dispatched through fulfilment and logistics partners, so the shipping origin of your parcel may differ from our business address, and approved returns may need to go to a returns facility rather than to our office. The correct return address is confirmed when your return is approved — please don't post anything back until our team has told you where to send it.
3. 30-day return window
You can request a return within 30 days of the day your order is delivered. To be eligible, the item needs to be unused and undamaged, in its original packaging, and matched to an order number so we can locate your purchase. Requests made after the 30 days may not be accepted.
4. How to start a return
Email support@zogata.com with your order number and the reason for the return. We'll reply within 24 hours, and if your return is approved we'll send you instructions and the return address. Please post the item back, with tracking, within 7 days of approval. Returns sent without approval may not be accepted.
5. Damaged, faulty or incorrect items
If your item arrives damaged or faulty, or isn't what you ordered, email us within 30 days of delivery with your order number and photos of the problem. Once we've reviewed it, we'll arrange a free replacement or a full refund — including any shipping you paid — and if the item needs to come back, we cover the return postage.
6. Change-of-mind returns
Changed your mind? That's fine — the 30-day window above applies. For change-of-mind returns, the cost of tracked return postage is yours, and the original shipping charge isn't refunded.
7. Refund processing
Once your return arrives and has been inspected, we'll email you the outcome. Approved refunds go back to your original payment method within 10 business days of us receiving the return; your bank or card issuer may take a few extra days to show the funds.
8. Exchanges
To swap an item, contact us and we'll handle it as a return under the rules above — once it's approved, you simply place a new order for the piece you'd like instead.
9. Cancellations
You can cancel for a full refund at any time before your order is dispatched — email us as soon as possible with your order number. Once an order has shipped it can no longer be cancelled, but the return process above applies after delivery.
10. Order not received
If your order hasn't arrived within 20 business days of dispatch, contact us and we'll investigate with the carrier. If it's confirmed lost in transit, you choose: a free replacement or a full refund.
11. Non-returnable items
Custom or personalised pieces, and hygiene-sealed items that have been opened, can't be returned unless they arrive faulty.
12. Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law, which provides guarantees and remedies for goods that are faulty, unsafe or not as described.