Faulty products

If a product you have purchased from ZERODROP Australia (ZD) is faulty, damaged (excluding damage caused by misuse), wrongly described or breaches a consumer guarantee, we will refund your money, exchange or, where possible, repair the product. 

For some high value products, ZD reserves the right to have the product assessed for acceptable quality prior to discussing a suitable remedy with you. For products that cannot be assessed in store, we will arrange for the product to be sent to the manufacturer (or relevant repair agent) for assessment. It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). Our Support Team is happy to provide you with the relevant manufacturers' contact details to assist you.

To make a claim under our faulty returns policy, please contact us.

We will ask you for a valid proof of purchase when returning a faulty product. Some examples of acceptable proof of purchase are your original receipt, tax invoice, a credit card statement clearly showing your purchase at ZD. If your purchase incurred a delivery fee, then we will also cover the cost of delivery for the return.

Our products come with guarantees that cannot be excluded under 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 products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

Change of mind return

ZD will happily give you a refund or an exchange if you have changed your mind on a purchase, provided that the product is:

1. returned within 14 days after it has been purchased; 

2. within its use by or best before date; 

3. still in its original packaging (eg. when the product was sold in a carton, the carton must be unopened); and

4. not opened or damaged, and in a re-saleable condition.

4.1. Drinks that have been chilled then allowed to return to room temperature are often compromised in quality and not re-saleable. When purchasing for an event, please take this into consideration.

Please also provide your proof of purchase when returning a product under the change of mind policy. Please note that the delivery fee incurred will not be refunded if a purchase is returned as part of the change of mind policy.

To make a claim under our change of mind policy, please contact us.

Defective services

In respect to any other services ZD provides, our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Last Updated: 27 September 2024