Refund policy

Last updated: 27 August 2026

Change-of-mind returns

We want you to love what you ordered. If you change your mind, you can return an item within 30 days of delivery for a refund or exchange.

To be eligible, the item must be unused, in its original condition and in its original packaging, with a receipt or proof of purchase (your order number is fine).

For hygiene reasons, we cannot accept change-of-mind returns on feeding items, dummies, teethers or other personal care items once opened or used. Gift cards cannot be returned. Sale and clearance items are not eligible for change-of-mind returns.

None of these limits apply to faulty items. See Faulty or damaged items below.

Faulty or damaged items

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.

If your item arrives damaged, develops a fault or is not as described, email us at info@zoesage.com.au with your order number and a photo of the issue. We will arrange a repair, replacement or refund as required by the Australian Consumer Law, and we will cover the cost of returning a faulty item to us. Refunds for faulty items are always for the full amount you paid, including shipping, with no fees deducted.

How to return an item

Email us first at info@zoesage.com.au so we can approve the return, then post your item to:

Zoe Sage
Unit 4, 14 Hamersley Drive
Clyde North VIC 3978

Please do not send your purchase back to the manufacturer. For change-of-mind returns you are responsible for the cost of return shipping, and we recommend a tracked service, as we cannot refund items that do not reach us.

Refunds

Once your return arrives, we will inspect it and email you to confirm whether your refund has been approved. Approved refunds are processed to your original payment method within 5 business days. Your bank or card issuer may take a further 5 to 10 business days to post the refund to your account.

For change-of-mind refunds, the original shipping cost is not refunded, and the transaction fee our payment provider charges us and does not return is deducted from the refund: 2% for Shopify Payments (card, Apple Pay and Google Pay) and 3% for PayPal. These deductions never apply to faulty items.

Exchanges

Within the same 30-day window we can exchange an eligible item for another colour or product of the same value, subject to stock. Email info@zoesage.com.au and we will set it up before you post the item back.

Gifts

If your item was sent to you as a gift, we can issue your refund as a Zoe Sage gift card so the surprise stays yours. Otherwise, refunds go back to the original payment method used by the purchaser.

Late or missing refunds

If you have not received an approved refund, check your bank account again, then contact your card issuer or bank, as posting times can vary. If it still has not arrived after 10 business days, email us at info@zoesage.com.au and we will chase it with our payment provider.