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, opened products cannot be returned for food-safety reasons — but unopened items can be returned within 14 days of delivery. And if your order arrives damaged, incorrect, faulty or incomplete, contact us and we will make it right.
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 products cannot be returned for change of mind.
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 products cannot be returned for change of mind — but if something is wrong with them, we will still make it right.
- Unopened items can be returned for change of mind within 14 days of delivery, with seals intact and return shipping at your cost.
- Refunds, replacements or store credits may be offered depending on the issue.
- Gift orders can be reviewed if they arrive damaged, incorrect or incomplete.
Unopened items can come back within 14 days.
We understand it happens. We accept change-of-mind returns when the item is unopened, with all seals and packaging intact, in original resaleable condition.
- Contact us within 14 days of delivery to arrange the return
- The item must be unopened, with all seals and packaging intact
- You arrange and pay for return shipping to our Brisbane address — we recommend tracked postage
- The items remain your responsibility until they reach us
- Gift boxes can be returned only if complete and unopened
Once received and inspected, we refund the product price to your original payment method. Original shipping costs are not refunded for change-of-mind returns.
If you contact us before your order has been dispatched, we may be able to cancel or update the order.
This does not affect your rights under Australian Consumer Law.
Damaged Orders
Contact us within 48 hours where possible.
If your order arrives damaged in transit, please contact us within 48 hours of delivery where possible, with photos — this helps us lodge a claim with the carrier and does not limit your rights under the Australian Consumer Law.
- 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. You will not need to return damaged food unless we specifically ask.
Depending on the situation, we may offer a replacement, store credit or refund — including any shipping you paid where the whole order is affected.
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.
Returned items must be unopened, with all seals and packaging intact, in original resaleable condition, and sent back with proof of purchase within 14 days of delivery.
Food products that have been opened, consumed, damaged after delivery, or handled in a way that affects safety or quality cannot 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
- Gift boxes that are incomplete or opened — complete, unopened gift boxes can be returned for change of mind
- Products damaged after delivery due to misuse, incorrect storage or handling
This does not affect your rights under Australian Consumer Law.
The solution depends on the issue.
If a refund is approved, it is issued to your original payment method — funds usually appear within 5–10 business days depending on your bank or payment provider. Where you prefer, we can issue a store credit instead.
Original shipping costs are not refunded for change-of-mind returns. 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.
For change-of-mind returns, you arrange and pay for return shipping to our Brisbane address; we recommend tracked postage.
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 respond within 2 business days and provide a fair solution.
FAQ
Returns questions, answered.
Can I return food products if I change my mind?
Yes — unopened items with all seals and packaging intact can be returned within 14 days of delivery; you arrange and pay for return shipping. For food-safety reasons we cannot accept opened products.
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.
