Damaged Parcel?
Send us photos within 48 hours where possible.
Returns, Refunds & Damaged Orders
Fair support for food, gifts and delivery issues.
We want every ZAGARA Selection order to arrive safely and correctly.
Because we sell food products, pantry items, beverages and gift packages, some returns may not be possible for food safety and handling reasons. However, if your order arrives damaged, incorrect, faulty or incomplete, please contact us and we will help resolve the issue.
This policy does not affect your rights under Australian Consumer Law.
Quick Summary
What to do if something is wrong.
Wrong Item?
Contact us with your order number and product photos.
Food Safety First
Opened food products usually cannot be returned.
Fair Support
We review every issue and provide a suitable solution where possible.
- Contact us as soon as possible if your order arrives damaged, incorrect or incomplete.
- Please include your order number and clear photos where relevant.
- Opened food products cannot usually be returned unless there is a product issue.
- Change-of-mind returns are generally not accepted once food items have been dispatched.
- Refunds, replacements or store credits may be offered depending on the issue.
- Gift orders can be reviewed if they arrive damaged, incorrect or incomplete.
Food and gift orders are handled carefully after dispatch.
Due to the nature of food, beverage and pantry products, we generally do not accept change-of-mind returns once an order has been dispatched.
- You no longer want the item
- You ordered the wrong product
- You changed your mind after purchase
- The recipient no longer wants the gift
- The product has already been opened, handled or used
If you contact us before your order has been dispatched, we may be able to cancel or update the order where possible.
This does not affect your rights under Australian Consumer Law.
Damaged Orders
Contact us within 48 hours where possible.
If your order arrives damaged, please contact us within 48 hours of delivery where possible.
- Your order number
- Photos of the damaged product
- Photos of the outer packaging
- Photos of the shipping label
- A short explanation of the issue
Please do not throw away the damaged item or packaging until we have reviewed the issue, as photos may be required for courier or insurance purposes.
Depending on the situation, we may offer a replacement, refund, store credit or another suitable solution.
Tell us what arrived and what is missing.
If you receive the wrong item or something is missing from your order, please contact us as soon as possible.
- Your order number
- Photos of the items received
- A description of what is missing or incorrect
Once we review the issue, we will help arrange the correct solution.
Contact us before consuming or disposing of the product.
If you believe a product has a quality issue, please contact us before consuming or disposing of the product.
- Your order number
- Product name
- Batch number or best-before date if visible
- Photos of the product and packaging
- A short explanation of the issue
We will review the product issue and respond with the next steps.
Sender or recipient can contact us.
If a gift order arrives damaged, incorrect or incomplete, either the sender or recipient can contact us.
Please provide the order number if available. If the recipient does not have the order number, we may ask for the sender's name, delivery address or other details to locate the order.
For gift orders, we will handle the issue as discreetly and respectfully as possible.
If a return is approved, condition matters.
If a return is approved, the item must usually be unopened, unused, in its original packaging, in resellable condition where applicable, and returned with proof of purchase.
Food products that have been opened, consumed, damaged after delivery, or handled in a way that affects safety or quality cannot usually be returned.
Some items are limited by food safety and hygiene.
- Opened food products
- Opened beverages
- Products with broken seals
- Products that have been consumed or partly consumed
- Custom gift packages after dispatch
- Seasonal gift orders after dispatch
- Products damaged after delivery due to misuse, incorrect storage or handling
- Change-of-mind food orders
This does not affect your rights under Australian Consumer Law.
The solution depends on the issue.
If a refund is approved, it will usually be processed back to the original payment method. Refund processing times may vary depending on your bank, card provider or payment platform.
Shipping fees may not be refundable for change-of-mind situations. If the issue is caused by damage, incorrect items or another order problem, we will review the shipping cost as part of the resolution.
- Replacement of the affected item
- Replacement of the full order
- Partial refund
- Full refund
- Store credit
- Another suitable solution
Please contact us before sending anything back.
If a return is required because of an approved product issue, damaged item, incorrect item or order error, we will provide instructions for the return process.
If a return is approved for another reason, return shipping costs may be the customer's responsibility.
Please do not send items back without contacting us first.
Send the details we need to review the issue.
- Your order number
- Your full name
- Delivery address
- Photos if the item is damaged, incorrect or faulty
- A short explanation of the issue
Email:info@zagaragroup.com.au
We aim to review order issues as quickly as possible and provide a fair solution.
FAQ
Returns questions, answered.
Can I return food products if I change my mind?
Generally, no. Because we sell food, beverage and pantry products, we usually cannot accept change-of-mind returns once an order has been dispatched.
What if my order arrives damaged?
Contact us within 48 hours where possible and include photos of the product, outer packaging and shipping label.
What if I receive the wrong item?
Contact us with your order number and photos of what you received. We will review the issue and help arrange a solution.
Can I return an opened product?
Opened food or beverage products usually cannot be returned unless there is a genuine product quality issue.
Can I cancel my order?
If your order has not been dispatched yet, contact us immediately. We may be able to cancel or update it before shipping.
What if the gift recipient has an issue?
The sender or recipient can contact us. We may need order details to locate the purchase.
Do you refund shipping?
Shipping refunds depend on the situation. If the issue was caused by damage, incorrect items or an order problem, we will review the shipping cost as part of the resolution.
Should I send the product back immediately?
No. Please contact us first. We will tell you whether a return is required.
Need Help?
If something is wrong, contact us first.
If something is wrong with your ZAGARA Selection order, contact us before returning or disposing of any product. We are here to help make the situation right where possible.
