Zagara
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Refund policy

ZAGARA SELECTION — REFUND POLICY

Last updated: 9 July 2026

  1. THE SHORT VERSION

If anything in your order arrives damaged, faulty, spoiled or incorrect, we will make it right with a replacement, store credit or refund — contact us with your order number and a couple of photos and we will take care of it. Because we sell food, we cannot accept change-of-mind returns on opened products, but unopened items can be returned within 14 days of delivery. Nothing in this policy limits your rights under the Australian Consumer Law.

  1. 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 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.

  1. DAMAGED, FAULTY OR INCORRECT ITEMS

If your order arrives damaged in transit, is faulty or spoiled, is past its best-before date on arrival, or is not what you ordered:

  • Contact us as soon as possible — for transit damage, ideally within 48 hours of delivery, with photos of the product and the packaging. This helps us lodge a claim with the carrier; it does not limit your rights under the Australian Consumer Law.
  • We will offer you a replacement (subject to availability), a store credit or a refund, including any shipping you paid where the whole order is affected.
  • Please do not dispose of the item or packaging until we have confirmed your claim. You will not need to return damaged food unless we specifically ask.
  1. CHANGE OF MIND

We understand it happens. We accept change-of-mind returns under these conditions:

  • The item is unopened, with all seals and packaging intact, in original resaleable condition.
  • You contact us within 14 days of delivery to arrange the return.
  • You arrange and pay for return shipping to our Brisbane address (we recommend tracked postage; the items remain your responsibility until they reach us).
  • Once received and inspected, we will refund the product price to your original payment method. Original shipping costs are not refunded for change-of-mind returns.

For food-safety and hygiene reasons we cannot accept change-of-mind returns of opened products or items with broken seals. Gift boxes can be returned for change of mind only if complete and unopened.

  1. HOW TO MAKE A CLAIM

Email us at info@zagaragroup.com.au (or use the contact page on the Site) with:

  • your order number,
  • a short description of the issue,
  • photos of the product and packaging, where relevant.

We aim to respond within 2 business days.

  1. REFUND PROCESSING

Approved refunds are issued to your original payment method. Depending on your bank or payment provider, funds usually appear within 5–10 business days. Where you prefer, we can issue a store credit instead.

  1. INTERNATIONAL ORDERS

For orders delivered outside Australia: any customs duties, taxes or import charges are the recipient's responsibility and are not refundable. If a parcel is refused at customs or returned because import charges were not paid or the products are not permitted in the destination country, we can refund the product price only, less any costs charged to us. Your local consumer rights may also apply.

  1. CONTACT

Zagara Group Pty Ltd trading as ZAGARA Selection Brisbane, Queensland, Australia Email: info@zagaragroup.com.au