Order Cancellation Policy
Order Cancellation Policy
At Zelbourne, we understand that sometimes you may need to cancel an order. We aim to make cancellations as simple as possible. This policy applies to all orders placed in Australia and the United States.
When You Can Cancel
You can cancel your order, in full or in part, at any time before it is dispatched. Orders are usually dispatched within 1–2 business days.
How to Cancel
Contact us in either of two ways:
- Email: support@zelbourne.com
- Phone: +61 3 4709 6413 (AU) | +1 504 944 5873 (US)
Please include:
- Your order number
- Whether you want to cancel the whole order or specific items
If your request reaches us before your order is dispatched, we will cancel it, even if our reply comes after that time. We'll confirm the cancellation by email within one business day.
Your Refund
Cancelled orders are refunded in full to your original payment method, in the currency you paid. Refunds are processed within 5 business days of the cancellation confirmation. Your bank or payment provider may take a further 3–5 business days to show the funds.
If Your Order Has Already Been Dispatched
Once an order has been dispatched, it can no longer be cancelled. Instead, you can return it within 30 days of delivery for a full refund or a free exchange under our Refund & Returns Policy. Change-of-mind returns are subject to the conditions and return postage costs set out in that policy.
If you refuse delivery of a dispatched order, we will refund you once the parcel is returned to us. The cost of returning the parcel to us may be deducted where permitted by law. Faulty, damaged or incorrect items are never charged return postage.
Changing Your Order or Address
To change a size, colour or delivery address, contact us before dispatch and we'll update your order. Once dispatched, changes can't be made, but exchanges are free.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrect or not as described, contact us with your order number and a photo. We'll arrange a free replacement or full refund, whichever you prefer, and cover all postage.
Sale and Promotional Orders
Orders placed during sales or promotions follow the same cancellation rules: they can be cancelled for a full refund before dispatch.
Your Consumer Rights
Nothing in this policy limits or excludes your rights under the Australian Consumer Law or any other consumer protection law that applies where you live. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where applicable, you may be entitled to a repair, replacement, refund or compensation.
Questions
Email support@zelbourne.com, or call +61 3 4709 6413 (AU) or +1 504 944 5873 (US). We aim to respond to every enquiry within one business day.
Zelbourne LLC
Warehouse C/441-459 Kororoit Creek Rd, Altona VIC 3018, Australia