We are sorry to hear your order is not quite right. We do our best to make sure products are to their best quality. If you have had a change of mind or would like to exchange for something else, then orders maybe exchanged for a store credit. We have a 21-day return policy, which means you have 21 days after receiving your item to request a return or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We may have included in your order a 'Return's Form' that you are able to follow information on and fill in for a hassle free return.

If you did not receive a 'Return Form' in your order and are wanting to return an item; to start a return, you can contact us at hello@zusandco.co.nz to receive your return form. Please note that returns will need to be sent to the following address: Zus & Co., P.O Box 9133, Hamilton Central, WKO, Hamilton 3240, New Zealand. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note, return postage is not covered by Zus & Co. Return postage is at the expense of the customer. We recommend using a postage service that allows you to track your order as Zus & Co take no responsibility for lost parcels.

You can always contact us for any return questions at hello@zusandco.co.nz.

Damages and issues
Please inspect your order upon receiving your item and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will investigate this on a case by case basis.

Exceptions / non-returnable items
Certain types of items cannot be returned, so please make sure you choose carefully. Items such as hair products, swimwear, and personal care goods (such as beauty products) are in this group. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we also cannot accept returns on sale items, discount codes or gift cards.

Exchanges
The fastest way to ensure you get what you want is to contact us and return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded either to store credit via a Zus & Co. gift card or automatically refunded on your original payment method within 10 business days if the item is damaged or faulty. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@zusandco.co.nz.

Last updated: 08/10/2023