At ZÜCA Australia, we operate according to strict quality control guidelines.
There will be a minimum $30 restocking fee for all goods returned. The product must be returned in original condition and packaging, with all accessories and contents. ZÜCA Australia does not accept liability for consequential loss, nor for injury or damage caused by circumstances beyond our control, including but not limited to misuse, neglect, excessive use, alteration, modification, defective installation, maintenance or repair of the product.
ZÜCA Australia does not accept liability for loss, injury or damage occasioned by the use or the product in a manner not designed, recommended nor intended by the manufacturer.
ZÜCA Australia recommends that all safety instructions are read prior to using any product. Remember to keep the safety instructions in a handy location for easy reference whenever the product is used. ZÜCA Australia recommends you seek medical clearance prior to beginning any exercise routine.
Procedure for Returning Goods
Do not under any circumstances send the goods back without notice. ZÜCA Australia will take no responsibility for goods that are sent back by the customer if they are lost or stolen before arriving.
Please do not return instore without prior authorisation.
If you receive goods that you find to be faulty or incorrect you must notify ZÜCA Australia via email or a phone.
You will need to provide:
- your name
- your invoice number
- daytime phone number or email address
- a description of the fault with the goods
- photos to clearly show what you feel the problem may be
- as we sell on behalf of many manufacturers and the warranty lays with them, these details will be forwarded to them for directions. Once we hear back from them we will advise your course of action.
If the goods are to come back to you, you will then be contacted by a Customer Service representative who will provide you with a Return Authorisation number. If an incorrect item was received we will either replace or refund at our discretion.
If the goods are not faulty you will be advised of this, or if a credit is offered for minor repairs you will also be advised of this.
On occasion, the goods are not required to be sent back and a replacement will be sent to you, usually directly from the owner of the product.
Returns of Faulty Goods
If the goods are faulty the following procedure will take place:
A customer service representative will organise for the goods to be picked up by courier and returned to the manufacturer for inspection. This usually takes approximately 10 working days to process from the date of receipt of goods by ZÜCA Australia (exceptions to this may occur from time to time). When we have received notification of the status of your return, a member of our Customer Service team will contact you via phone or email.
If the goods are found to be faulty by ZÜCA Australia they will either be repaired by the manufacturer or you will be provided with a replacement item free of charge. You will not incur any charge for the delivery of these items to you.
If the goods are found not to be faulty, you will be contacted by our Customer Service Staff who will inform you of the manufacturers decision. In this case you will incur the cost of both the pick up of the goods and the return to you by courier.
Return of Non-Faulty Goods
The cost and organisation for the return of non-faulty goods is the responsibility of the customer. Customer service will instruct you of the best return address for the item.
Goods that are not faulty will not be refunded.
ZÜCA Australia reserves the right to refuse to give credit in certain circumstances.