Do you offer a No Fuss Returns Policy?
What do I do if my item is faulty or damaged in transit?
What do I do if I want to return an item to ZEST Dementia Care for exchange or my money back?
How much will my refund be?
How long will my refund take?
If I need to return my item, who pays for the postage costs?
Can I still return my item if I no longer have the original packaging?
What is your Full Warranty and Returns Policy?

Do you offer a No Fuss Returns Policy?

Yes we do. Our customers have total peace of mind when they shop with us. We offer a full refund on every product in our store with the exception of DVD’s and CD’s.

Click here to view our full warranty and returns policy.

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What do I do if my item is faulty or damaged in transit?

We check our products before dispatch to ensure they are not damaged or faulty prior to shipping. Unfortunately, on occasion, some items may be faulty, or get damaged in transit. If this occurs please contact us providing a detailed description of the problem, as well as your name, contact telephone number and order number, so that we can initiate the claims process with Australia Post and arrange for a replacement or refund. For insurance purposes, it is important that you also take digital photos of the carton in the condition it arrived and also of the damaged item/s.

Our customer service team will determine how best to resolve your problem with the minimum inconvenience to you and will contact you within 48 hours. If it is found that you received a faulty/damaged item, we will exchange it at no cost to you (subject to product availability) or offer you a full refund, including shipping costs.

Click here to view our full warranty and returns policy.

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What do I do if I want to return an item for exchange or my money back?

Please notify us of your intention to return the item/s within 14 days of receiving our dispatch notification email. We will then email you a return authorization number and you must then return the item/s to us within 10 days of receiving the return authorisation number.

To return your item/s please follow the procedure below:

  • Send an email to info@zestdementiacare.com.au stating your order number and the item/s you wish to return and the reasons for return.
  • If approved, we will then issue you a return authorisation number together with our return address and instructions.

You must ensure that:

  • The return authorisation number is included with the return of your item/s to enable us to process your refund promptly.
  • The item/s are returned to us in ‘as new’ condition with all packaging, accessories, tags, manuals and labels complete and intact.
  • The item/s are not used and are in 100% re-saleable condition when we receive them back.
  • The item/s are securely packed for return to ensure that the item/s and packaging are received back by us in original and re-saleable condition.
  • You do not stick or write anything on the item itself or its packaging.

Our No Fuss Return Policy applies in relation to every product in our store with the exception of CDs and DVDs.

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How much will my refund be?

Your refund will be the amount you paid for the item/s returned. We do not refund shipping costs.

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How long will my refund take?

Once your refund has been approved and the item has been returned to us, we will arrange for your refund to be processed. Your refund will be made into your nominated bank account or via PayPal. If preferred, a credit in the form of a voucher will be issued to you by email. If you have not received your refund, within 7 working days, after your approval notification, please contact us at info@zestdementiacare.com.au and we will promptly investigate and rectify the matter.

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If I need to return my item, who pays for the postage costs?

If the item becomes faulty during the Dead on Arrival (DoA) period, which is within the first 10 days after we dispatch or the item is damaged in transit then all return shipping costs will be covered by us. After the DoA period has expired, but during the warranty period, the return shipping costs will be your responsibility.

If you simply change your mind and would like to either exchange an item or return an item for a refund, the return shipping will be at your expense. We recommend registering and taking transit insurance on your return postage to us, as the item/s in transit are your responsibility until we take delivery of the item/s.

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Can I still return my item if I no longer have the original packaging?

If the item is faulty or damaged, you can still return the item for a full refund or exchange without the packaging. We would prefer the original packaging, but in any event please make sure the item is securely packaged so that it will not incur further damage during transit back to us. If your item is returned for a full refund or for exchange due to change of mind, we require complete and intact packaging. The item/s must be returned to us in ‘as new’ condition with all packaging, accessories, tags, manuals and labels complete and intact.

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What is your Full Warranty and Returns Policy

Our customers have total peace of mind when they shop with us. Our No Fuss Returns Policy applies in relation to every product in our store with the exception of CDs and DVDs.

To return your item/s for refund or exchange please follow the procedure below:

Send an email to info@zestdementiacare.com.au stating your order number and the item/s you wish to return

If approved, we will then issue you a return authorisation number together with our return address and instructions

You must ensure that:

  • You notify us of your intention to return the item/s within 10 days of receiving our dispatch notification email and you must return the item/s to us within 10 days of us providing you with a return authorization number.
  • The return authorization number is included with the return of your item/s to enable us to process your refund promptly.
  • The item/s are returned to us in ‘as new’ condition with all packaging, accessories, tags, manuals and labels complete and intact.
  • The item/s are not used and are in 100% re-saleable condition when we receive them back
  • The item/s are securely packed for return to ensure that the item/s and packaging are received back by us in original and re-saleable condition.
  • You do not stick or write anything on the item itself or its packaging.

Your refund will be the amount you paid for the item/s returned (calculated on the value of the item/s return). We do not refund shipping costs unless the item/s are returned on the basis that they were faulty or damaged in transit.

All items are sold with a Warranty that ensures what you ordered is received by you in good working order and is able to be used as intended by the manufacturer and/or as specified by us. Zest Dementia Care, or where applicable, our distributor /manufacturer, will replace any product found to be either damaged or not working correctly (DoA) when it is received. The DoA period is 10 days from the date you receive our dispatch notification email. Unless otherwise indicated this is the warranty that the product comes with.

Under the provisions of the warranty, ZEST Dementia Care or our distributor/manufacturer will repair or replace any goods that are damaged or faulty. If the product cannot be repaired or exchanged for the same or another item with the same specifications, then a credit voucher will be provided. In the case of a DoA item, a full refund will be provided.

It is a condition of warranty that you pack the damaged or faulty item securely so that it is able to be returned to us or our distributor/manufacturer via the transport carrier. It is advisable that you retain the packaging your item comes in for the duration of the warranty period so that, in the unlikely event you will need to return the item for repair or replacement, you will have adequate packaging available for transit. If you dispose of the packaging then it will be your responsibility to ensure adequate packaging to use to return the item. To enable us to make a claim for damage caused to a package in transit, our insurance policies require evidence of damage. If you receive a damaged item and wish to receive a replacement, please email photos of both the damaged item and the packaging, together with your claim so that it can be processed promptly. Warranties are return-to-base warranties, unless otherwise indicated.

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Distributor/Manufacturer Warranty

Please refer to the manufacturer’s warranty card received with your product for information on how to obtain product assistance or make a claim. Warranty terms and conditions, may vary from product to product.

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Procedure for Warranty Claims

Please refer to the manufacturer’s warranty card received with your product for information on how to obtain product assistance or make a claim. Warranty terms and conditions, may vary from product to product.

If your product did not come with a manufacturer’s warranty card, please contact us and include the following details in your email:

  • Order number (on your invoice)
  • Date of purchase
  • Detailed description of the problem
  • Digital Photographs clearly showing the problem

We will respond within 48 hours with the appropriate course of action.

To the extent permitted by law, warranties will only apply to products used for personal/private use. Using products purchased from ZEST Dementia & Aged Care for commercial purposes will result in the warranty being voided.

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