Refund policy
Last updated: 28 June 2026
We want you to feel confident ordering a Zoot Suit online. This policy explains our 30-day change-of-mind return option, size exchanges, preorder cancellations and your rights when something is faulty or incorrect.
Your Australian Consumer Law rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, not of acceptable quality, not fit for a disclosed purpose, or materially different from its description or sample.
These rights apply regardless of the 30-day change-of-mind period below. We do not impose an arbitrary time limit on rights that continue under the Australian Consumer Law.
30-day change-of-mind returns
You may request a change-of-mind return within 30 days after your order is delivered. The return must be lodged with the carrier within that same 30-day period.
For a change-of-mind return, the item must be:
- unworn other than briefly trying it on for fit;
- unwashed, clean and free from marks, odours, pet hair or damage;
- returned with its original tags attached; and
- returned with its original packaging where reasonably possible.
We may decline a change-of-mind return that does not meet these conditions. This does not affect your rights if the item is faulty or otherwise fails a consumer guarantee.
Size exchanges
If you need a different size, contact us within 30 days of delivery. Exchanges are subject to the requested size being available. You are responsible for returning the original item, and we will send one approved replacement size by standard shipping within Australia at no additional delivery charge.
If the requested size is unavailable, you can choose an available size or receive a refund once the original item is returned and approved.
How to request a return
- Email support@zootsuit.com.au or use our Support page.
- Include your order number, the reason for the return, and photographs if the item is faulty, damaged or incorrect.
- Wait for return approval and the correct return address before posting the item.
- Pack the item securely and keep your tracking receipt until the return is complete.
Please do not send a return to an address found elsewhere on the site without first receiving return instructions.
Return shipping costs
For change-of-mind returns and ordinary size exchanges, you are responsible for the cost of sending the item back to us. Original delivery charges are not refundable for change-of-mind returns.
If the product is confirmed to be faulty, damaged in transit, materially different from its description, or sent incorrectly, we will cover or reimburse reasonable return shipping costs where required by law.
Faulty, damaged or incorrect items
Contact us as soon as reasonably possible with your order number and clear photographs. We will assess the issue and provide the remedy required by the Australian Consumer Law. Depending on the circumstances, this may be a repair, replacement, refund and reimbursement of reasonable return costs.
Preorder cancellations and delays
You may cancel a preorder for a full refund at any time before dispatch. Once a preorder has been dispatched, the ordinary return terms in this policy apply.
If the estimated dispatch timing changes materially, we will give you a revised estimate and the choice to continue waiting or cancel the affected item for a full refund.
Refund timing
Once an approved return is received and inspected, we aim to process the refund within 5 business days. Refunds are issued to the original payment method. Your bank or payment provider may take a further 5 to 10 business days to show the funds.
If you have not received an approved refund after those timeframes, contact support@zootsuit.com.au.
Sale items
Sale items follow the same change-of-mind policy unless they were clearly marked as final sale before purchase. Final-sale wording never limits rights that cannot be excluded under the Australian Consumer Law.
Contact
For return, exchange or refund help, email support@zootsuit.com.au or use our Support page.