Refund policy

Welcome to House of Zach.

At House of Zach, we are committed to providing a smooth, transparent, and customer-focused shopping experience. We carefully source premium pet products through trusted suppliers and fulfillment partners to serve customers across Australia and internationally.

Please read this Return & Refund Policy carefully before placing an order.

By purchasing from House of Zach, you acknowledge and agree to the terms outlined below.

1. General Policy

House of Zach operates as an online ecommerce store using supplier and fulfillment partner networks to process and ship products directly to customers.

As a result, shipping timelines, product availability, returns, exchanges, and refund processes may vary depending on supplier location, carrier operations, and fulfillment requirements.

We aim to resolve all customer concerns fairly, reasonably, and in accordance with applicable Australian Consumer Law.

Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws.

2. Return Eligibility

Customers may request a return, replacement, store credit, or refund within 14 days of delivery if:

the item arrived damaged or defective
the incorrect item was received
the product is materially different from its description
the item contains a significant manufacturing fault

To be eligible for review and approval:

the item must be unused and in original condition
the product must not show signs of wear, pet use, washing, damage, odours, or misuse
original packaging should be retained where reasonably possible
proof of purchase must be provided
photographic or video evidence may be requested
requests must be submitted within 14 days of confirmed delivery

House of Zach reserves the right to decline returns that do not meet the conditions outlined in this policy.

3. Change of Mind Returns

We may approve change-of-mind returns on selected products at our discretion.

Approved change-of-mind returns must:

be unused and unopened
remain in resalable condition
include original packaging where possible
comply with all return eligibility requirements

For approved change-of-mind returns:

customers are responsible for all return shipping costs
original shipping fees are non-refundable
a restocking or processing fee may apply where permitted by law

Change-of-mind returns are generally not accepted for:

used products
opened hygiene-sensitive products
personalised or custom-made items
clearance or final sale products
consumable pet products

4. Non-Returnable Products

For hygiene, safety, and quality assurance reasons, the following products are generally non-returnable unless faulty, damaged, or incorrect upon arrival:

pet grooming items
opened pet beds or blankets
used pet apparel or accessories
pet feeding or hygiene products after use
personalised or made-to-order products
clearance or promotional sale items

This policy helps maintain safe and hygienic standards for all customers and pets.

5. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, faulty, or incorrect, please contact our support team within 14 days of delivery.

To assist with the review process, please provide:

your order number
clear photographs or videos of the issue
photographs of the packaging where relevant
a short explanation of the issue

Once assessed and approved, House of Zach may provide one of the following remedies where appropriate:

replacement item
store credit
partial refund
full refund

The resolution offered will depend on the circumstances of the issue, supplier policies, product condition, and obligations under Australian Consumer Law.

In certain situations, customers may not be required to return the product before a refund or replacement is issued.

6. Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Please allow:

approximately 3–10 business days for processing
additional time depending on your bank or payment provider

Refunds are only processed after review and approval.

Shipping costs are generally non-refundable unless:

the wrong item was supplied
the item arrived damaged or defective
otherwise required by law

House of Zach reserves the right to refuse refunds where claims cannot be reasonably verified.

7. Return Shipping

Customers may be responsible for return shipping costs unless:

the product was incorrect
the product arrived damaged or faulty
otherwise required under applicable consumer laws

Where a return is approved, customers may be asked to return the product to a designated return address supplied by our support team.

We strongly recommend using tracked shipping for approved returns, as House of Zach cannot guarantee receipt of returned parcels without tracking confirmation.

Returns sent without prior approval may not be accepted.

8. Shipping Delays, Lost Parcels & Delivery Issues

House of Zach is not responsible for delays caused by circumstances outside our reasonable control, including:

customs inspections or delays
courier disruptions
severe weather conditions
public holidays
carrier operational issues
incorrect shipping details supplied by the customer

Customers are responsible for ensuring shipping information is accurate at checkout.

If tracking confirms successful delivery but the package cannot be located, customers should contact the shipping carrier directly before contacting us.

While we will make reasonable efforts to assist with delivery issues, House of Zach cannot guarantee refunds or replacements for parcels marked as successfully delivered by the carrier.

9. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, variation, or size, we recommend placing a new order once your original request has been resolved.

10. Order Cancellations

Orders may be cancelled within 12 hours of purchase.

Once an order has entered supplier processing, fulfillment, or dispatch, cancellations may no longer be possible.

House of Zach reserves the right to cancel orders where:

stock becomes unavailable
pricing or listing errors occur
fraudulent or suspicious activity is suspected
orders cannot be fulfilled for operational reasons

If a cancellation occurs before dispatch, customers will receive an appropriate refund where applicable.

11. Chargebacks & Payment Disputes

We encourage customers to contact us directly before initiating a chargeback or payment dispute so we can attempt to resolve the matter promptly.

Fraudulent, abusive, or unreasonable chargebacks relating to processed or delivered orders may result in:

restriction of future purchases
submission of evidence to payment processors
formal dispute of the chargeback claim

Nothing in this section limits any legal rights available to customers under applicable laws.

12. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

Customers may be entitled to repairs, replacements, refunds, or compensation where products fail to meet consumer guarantees under applicable legislation.