Returns & Exchanges

Most items can be returned within 30 days of delivery for a refund, exchange or store credit. Suitcases can be returned within 100 days. Start every return in our returns portal.

Condition

• Unused, in original condition, with no signs of use, wear or damage.
• All original tags attached and returned in the original packaging.

Items we cannot accept as change-of-mind returns

• Hygiene items such as earplugs, eye masks, socks, pillows and blankets.
• Final markdown and clearance items.

Costs

Change-of-mind return shipping is at your cost: a prepaid label is A$15 per box, or send it yourself. Original shipping charges are not refunded.

Outside the return window

Email help@zoomlite.com.au with your order number and details and our team will advise.

Faulty or damaged items are not change-of-mind returns. See What should I do if my product is faulty or damaged?

Not for change-of-mind returns. Register your return in the returns portal, then choose how to send it back:

• Prepaid label (Australia): A$15 per box including tracking, deducted from your refund. New Zealand customers, email us for a label.
• Self-ship: any tracked carrier at your own cost.
• Drop-off: bring it to our Braeside warehouse. Register in the portal first, then book a time so someone is ready for you.

If the item is faulty or we sent the wrong item, contact us before returning it and our team will assess it and decide on return shipping. See What should I do if my product is faulty or damaged?

Start in the returns portal. You need your order number, the email used at checkout and a brief reason. No return authorisation email is needed.

Option 1: Prepaid label (Australia)

A$15 per box including tracking, deducted from your refund. Nothing to pay upfront.

1. Select Prepaid label in the portal. Automated labels arrive by email straight away; manual labels within 3 business days.
2. Pack the item securely with all tags and original packaging. Remove old labels from the box.
3. Drop it at any Australia Post outlet. For suitcases use a larger outlet, as small counters may not take oversized parcels.
4. Keep your lodgement receipt until your refund is confirmed.

Option 2: Send it yourself

Register the return in the portal, then send it with any tracked service at your own cost. We cannot refund items lost in transit. Include your order number in the parcel and address it to:

Zoomlite Returns, [your order number]

2/80 Mills Road

Braeside VIC 3195

New Zealand

• Prepaid label: email help@zoomlite.com.au with your order number and reason and we issue one manually.
• Self-ship: register in the portal, then send it tracked at your own cost.

Refunds are processed within 3 to 5 business days of your return arriving and being checked.

Yes. Exchanges are handled through the returns portal.

1. Enter your order number and select Exchange for the item you want to swap.
2. Exchanges must be requested within 30 days of delivery, or 100 days for suitcases. The item must be unused with tags attached and in its original packaging.
3. Send the item back with a prepaid label (A$15 per box) or your own tracked service.
4. Your replacement ships after we receive and check your return. If the new order is under the free shipping threshold, we confirm the shipping charge before it ships.

Need the new item sooner? Place a fresh order now and return the original for a refund. That keeps the two separate and gets the replacement to you fastest.

Exchanges depend on stock on hand.

Yes, within the normal window: 30 days from delivery, or 100 days for suitcases, unused and with tags and packaging.

The returns portal needs the order number and the email address the buyer used. Ask the person who gave you the gift for these. If you would rather not, email help@zoomlite.com.au with whatever you know (buyer's name, approximate date, the item) and we will help.

Refunds go back to the buyer's original payment method. An exchange or store credit keeps it with you.

Items returned without their tags or original packaging may not qualify for a refund. Keep both until you are sure you are keeping the item.

If the packaging is only slightly damaged, register the return in the returns portal and note it in the reason. We assess these case by case.

Repack the item securely so it is not damaged in transit, as transit damage can affect your refund.

We process your refund within 3 to 5 business days of your return arriving at our warehouse and being checked. You get an email when it is done.

Your bank or payment provider then takes a further 3 to 5 business days to show the money in your account.

Refunds go to your original payment method. If you used a prepaid return label, the A$15 per box fee is deducted. Original shipping charges are not refunded.

If it has been more than 10 business days since our refund email, check with your bank first, then email help@zoomlite.com.au with your order number.

When you return part of a bundle or promotional order, we reprice the items you keep. Your refund is the difference between what you paid and the new total.

• If the items you keep still qualify for the bundle or promotion, the discount still applies.
• If they no longer qualify, they are priced at full retail.

Example: still qualifies

You bought 9 packing cubes in a Build Your Own Bundle that discounts 6 or more. You return 2. The 7 you keep still get the bundle price, and you are refunded the difference.

Example: no longer qualifies

You bought 6 cubes in the same bundle and return 3. The 3 you keep are repriced at full retail. If that equals or exceeds what you paid for 6, there is no refund.

We confirm the exact refund amount with you before processing the return.