Refund policy
RETURNS & REFUNDS
Last updated: 8 September 2026
This Refund Policy applies to all purchases made from Zurelo at zurelo.co. Please read it together with our Terms of Service.
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you are outside Australia, you may have equivalent rights under the consumer protection laws of your own country. Those rights are not affected by this policy.
14-DAY MONEY-BACK RETURNS
If a product is not right for you, you may return it within 14 days of delivery for a refund of the purchase price.
To qualify, the item must be:
- returned within 14 days of the delivery date;
- unused and in the same condition in which you received it; and
- in its original packaging, with all accessories, cables and manuals included.
For hygiene and safety reasons, personal-care and skincare devices that have been used cannot be returned under this policy. Unpacking a device to inspect it does not count as use. A device that has been applied to the skin does.
Return postage for a change-of-mind return is at your cost, and we recommend a tracked service — we cannot refund a return we do not receive. Original shipping charges are not refunded.
HOW TO START A RETURN
Email support@zurelo.co within 14 days of delivery with your order number and the reason for the return. We will reply within 2 business days with a return address and instructions. Please do not send anything back before we have given you a return address.
Once we receive and inspect the item, we will email you to confirm the outcome. Approved refunds are issued to the original payment method and generally appear within 5 to 10 business days, depending on your bank or card issuer.
If a returned item arrives used, damaged, incomplete or outside the 14-day window, we may decline the refund or reduce it to reflect the reduction in value. We will contact you before doing so.
FAULTY, DAMAGED OR INCORRECT ITEMS
The 14-day window above is for change of mind. It is separate from, and in addition to, your rights if something is wrong with the product.
We will replace or refund any item that:
- arrives damaged or broken;
- is faulty or stops working other than through misuse;
- is not the item you ordered; or
- does not match the description on our website.
Email support@zurelo.co with your order number, a description of the problem, and clear photographs or a short video showing the fault or damage, including the packaging if the item arrived damaged. We cover the cost of return postage on approved fault claims, and you may choose a replacement or a refund.
ITEMS NOT DELIVERED
If your order has not arrived within the delivery window set out in our Shipping Policy, contact us at support@zurelo.co and we will investigate with the carrier. If the order cannot be located, we will replace it or refund it in full.
ORDER CANCELLATIONS
If you need to cancel an order, email support@zurelo.co as soon as possible. We can usually cancel an order and refund it in full if it has not yet been dispatched. Once an order has been dispatched it cannot be cancelled, and the terms above apply.
INCORRECT DELIVERY ADDRESS
Please check your shipping address carefully at checkout. We are not able to redirect an order once it has been dispatched. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange redelivery at your cost.
CONTACT
All returns, refunds and warranty enquiries: support@zurelo.co
