Return Policy

This Return Policy applies to products purchased through the Zoispinespine gear shop. We aim to provide a straightforward and fair process for returns and exchanges in accordance with Australian Consumer Law.

1. Return Eligibility

You may return an item within 14 days of receiving your order, provided that:

• The item is unused and in its original condition with all tags attached.
• The item is in its original packaging where applicable.
• You have proof of purchase (order confirmation email or receipt).

2. Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Opened or worn socks and hosiery products.
• Items that have been used outdoors or show signs of wear.
• Items marked as final sale at the time of purchase.

3. How to Initiate a Return

To start a return or exchange:

• Contact us via the contact form or email with your order details and reason for return.
• We will provide return instructions and, where applicable, a return address.
• Pack the item securely to prevent damage during transit.
• Ship the item within 7 days of receiving return approval.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–10 business days to your original payment method. Shipping costs for returns are the responsibility of the customer unless the return is due to our error (such as a defective or incorrect item).

5. Exchanges

If you wish to exchange an item for a different size or product, please contact us before returning the item. Exchanges are subject to stock availability. If the requested replacement is unavailable, a refund will be offered instead.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no additional cost to you, including return shipping.

7. Australian Consumer Law

Our returns policy does not affect your rights 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

8. Contact Us

For return enquiries, contact us at:

Zoispinespine
31 Victoria Ave, Castle Hill NSW 2154, Australia
Email: help@zoispinespine.world
Phone: +61 2 7813 7724