Refund policy

Last updated: March 31, 2026

INTRODUCTION - REGIONAL AVAILABILITY & STARTUP LIMITATION

At Zoobotanic™, we are an independent startup brand dedicated to advocating for nature and humanities worldwide. To sustain our specialized, small-batch inventory model and maintain high standards, our current operations are restricted to Singapore, Hong Kong, and Metropolitan areas within NSW, VIC, QLD, and ACT, Australia.

Remote Order Cancellations: If your shipping address is located in an international location not listed above, or within a restricted Australian state or postcode (WA, SA, NT, TAS, or regional areas), your order will be cancelled and a Full Refund issued to your original payment method. We appreciate your understanding as we build our foundation to expand worldwide in the future.

SECTION 1 - NO CHANGE OF MIND RETURNS

Please choose your items carefully. We do not offer refunds, returns, or exchanges for "change of mind" purchases. This includes:

  • Disliking the product's appearance or "feel" upon arrival.
  • Ordering the incorrect size (please refer to our size charts before purchasing).

SECTION 2 - ELIGIBILITY FOR REMEDIES (FAULTY OR INCORRECT ITEMS)

In accordance with the Australian Consumer Law, the Singapore Consumer Protection (Fair Trading) Act, and the Hong Kong Sale of Goods Ordinance, we will provide a remedy if an item is:

  • Incorrect:
    You received a different item than what was ordered.
  • Defective/Damaged:
    The item has a manufacturing defect or was damaged during transit.
  • Not-as-Described:
    The item is significantly different from the description on our website.

Singapore Lemon Law Notice: For customers in Singapore, if a defect is reported within 6 months of delivery, it is presumed to have existed at the time of sale unless proven otherwise.

SECTION 3 - HOW TO INITIATE A RETURN

If you receive a faulty or incorrect item, you must notify us by following these steps:

Step 1: Submit Request
Complete the Return & Refund Request Form via our Contact Us page within 3 business days of delivery.

Step 2: Provide Order Details
You must provide your Full Name, Email Address, and Order Number.

Step 3: Upload a Photo
You must upload a clear image of the issue directly via the form to process your claim.

Step 4: Authorization
Wait for our authorization. Do not ship items back without prior written authorization from our team.

Step 5: Dispatch
Once authorized, we will provide a pre-paid shipping label via email. Items must be dispatched back to us within 10 days of receiving authorization.

SECTION 4 - INSPECTION & RESOLUTION

We aim to review and respond to all requests within the next 3 business days of submission. Upon receiving an authorized return, we will inspect the item within 7 business days (excluding weekends and public holidays).

For verified faults, we provide the following remedies:

  • Replacement: If the item is in stock, we will ship a replacement at our expense. For incorrect items, the product must be returned unused, in original packaging, and with all tags attached.
  • Full Refund: If a replacement is unavailable or preferred, we will issue a full refund to your original payment method.

SECTION 5 - REFUNDS

Approved refunds are issued to your original payment method. Once your refund is approved, you will receive an email notification; please allow 7–10 business days for the credit to appear in your account, depending on your bank's processing times.

SECTION 6 - INTERNATIONAL CONSIDERATIONS

Tax Reimbursement: If local customs authorities in Australia or Singapore charge import GST or duties on a replacement for a faulty item, you may be eligible to claim a refund of those taxes from your local customs department.

Customs Delays: International transit may be subject to customs inspections or delays beyond our control.

CONTACT

If you have any questions or concerns about our return and refund practices, you can contact us by submitting a request through our online contact form at https://zoobotanic.com/pages/contact-us or by emailing our customer support team at support@zoobotanic.com.