Return Policy

Contents

Buying gear online is a bit of a leap of faith. We know that. So if what you ordered from Zookti Store (store.zookti.com) isn't working out, send it back to us. You get 15 days from the day it reaches your door, and you can take a refund or swap it for something else.

This page is the policy for orders delivered in Australia, whether you bought from our website, our Instagram page, or over WhatsApp. Australian returns come back to us by post, to an address we hold in Australia and give you once the return is approved. Nothing written here takes away your rights under the Australian Consumer Law. Where the law gives you more than this page does, the law wins.

Short answer: almost anything you bought from us, for almost any reason.

• ▸ Faulty products. It arrived damaged, it stopped working, or it never worked properly in the first place.
• ▸ Products that are perfectly fine. You changed your mind, ordered the wrong one, or it just wasn't what you pictured.
• ▸ Things you've already opened and used a little. Unbox it, mount your phone on it, shoot with it. That's fine.
• ▸ Wrong item delivered, or something missing from the box.

You don't owe us a reason for a change of mind return. Though if you tell us what put you off, it helps us stock better gear next time. One thing the reason does decide in Australia is who pays the postage back. See section 5.

You get 15 days from the day your order is delivered. Tell us inside those 15 days and you're covered.

• ▸ The clock starts on the delivery date our courier records, not on the day you placed the order.
• ▸ Messaging us inside the window is enough. The parcel itself can reach us a few days later.
• ▸ Once we approve it, please post the parcel within 7 days so we know it's on its way.
• ▸ Found a manufacturing defect after 15 days? The warranty may still cover it, so write to us anyway.

New or slightly used, both are fine. Opening the box doesn't cancel your return, and neither does trying the product out for a few days.

What we do need back with it:

• ▸ The product, along with the accessories, cables and mounts that came with it
• ▸ The original box, if you still have it lying around
• ▸ Any free gift that came with the order, if the whole order is going back

So a change of mind costs you one parcel's postage and nothing else. We never cut a fee out of the refund itself. If the problem was ours, you shouldn't be out of pocket at all; tell us if you are.

Would you rather have a different product than your money back? Easy. Just tell us which one you want.

• ▸ Same 15 day window and the same condition rules as a return
• ▸ Faulty, wrong or damaged? Send us the tracking number once you've posted it and the replacement goes out straight away, rather than making you wait for the parcel to cross the country twice.
• ▸ Changed your mind? The replacement goes out once your return reaches us and passes its check, which we do the day it arrives.
• ▸ Picked something costlier? Pay us the difference. Something cheaper? We refund you the difference.
• ▸ Sending the replacement to you is free

If the one you want is out of stock, we'll show you the closest thing we have, or refund you in full. Your call.

Your parcel reaches us, we give it a quick check, and your refund goes out within 7 days.

7.1 Where the money goes

• ▸ It goes back the way you paid: to your card, or to your Afterpay, Klarna or Zip account, which settles your instalments. Our payment provider can only return money the way it came, so we can't pay it out to a bank account instead.
• ▸ Everything is refunded in Australian dollars, the same currency you were charged in.

7.2 How long it takes to show up

We release the refund within 7 days of your return arriving. A card refund then takes another 5 to 10 business days to appear on your statement, which is your bank's pace rather than ours. We'll send you the confirmation the day we release it, so you have something to hold us to.

We've kept this list short on purpose. A return won't work out when:

• ▸ More than 15 days have gone by since delivery. Ask us anyway, because the warranty may still cover you.
• ▸ The product was dropped, got wet, was opened up for repair somewhere else, or has been used hard rather than lightly.
• ▸ Cables, mounts, accessories or bundled items are missing from what you send back.
• ▸ We can't match the item to any order placed with us.

Did we send you something broken, faulty, or just plain wrong? That one is our mistake, and we sort it out first.

• ▸ Message us within 48 hours of delivery with a photo or a short video of the problem
• ▸ These jump the queue. You get a prepaid return label the same day, or we refund what you paid to post it if you've already sent it.
• ▸ Take a replacement or a full refund, delivery charge included

Telling us quickly helps us claim from the courier. Take a little longer and you still have your full 15 days, so don't lose sleep over it.

Your order number and one line about what went wrong. That's all we need to get going.

We reply to return requests within one business day. Please wait for our reply before posting anything. The return address, and a prepaid label if the fault is ours, come with it.

We may update this policy from time to time, and any change shows up here with a fresh date on top. Whichever version was live on the day you ordered is the one we'll honour for that order.