Return & Refund Policy

Last updated: July 3, 2026

This Return & Refund Policy explains how Ziloa reviews return requests, exchanges, return labels, inspections, and approved refunds. These pages are written to remove uncertainty, define the store's responsibilities, and show customers what to expect at each step. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.

For foldable fabric storage baskets with handles, return inspection may include checking material condition, included components, original packaging, and whether the item has been used beyond normal inspection. For foldable fabric storage baskets with handles, the practical review points are the ordered model, listed material, included pieces, visible condition, and the customer's intended household use. For towel and cloth orders, return review may consider fabric condition, unused status, package count, absorbency-related listing details, and cleanliness.

RETURN WINDOW

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.

RETURN CONDITION & ELIGIBILITY

Product condition accepted for return: new only. 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.

Returned items should be clean, complete, undamaged, and sent back with original packaging, tags, manuals, accessories, and included parts where applicable. Items affected by misuse, improper care, unauthorized changes, or ordinary wear may not qualify unless consumer law requires otherwise.

RETURN PROCESS & RETURN ADDRESS

To start a return, you can contact us at support@ziloa.shop. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return questions are handled by email so the request, evidence, and next steps can be kept in one written thread.

Return method: by mail. Return label: included in the package, free. Approved returns should be mailed to this return address: 54 HUNTER ROAD DERRIMUT, 3026 Australia.

When opening a return request, include the order number, checkout email, item name, and reason for return. For damaged, defective, or incorrect items, photos or video of the product and packaging help us review the case clearly. For condition-based questions, photos of the item and packaging are more useful than general descriptions alone.

RETURN SHIPPING FEES

If the product is defective, damaged, or incorrect upon delivery, we will bear the return shipping costs and provide a free return label.

For accepted returns, the return label is included in the package, free.

RESTOCKING FEE

Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.

Fabric Basket Condition Review

Ziloa returns are reviewed for new-only condition, clean fabric, complete package quantity, handle condition, and original foldable structure. We may check rope handles, stitched side handles, flat woven handles, lining, reinforced rim, collapsible seams, and whether the basket has been filled, stained, washed, or reshaped through use.

Items may not qualify as new-only returns if they show lint buildup, pet hair, storage odor, food residue, makeup transfer, heavy fabric creasing from use, stretched handles, torn stitching, crushed rims, or missing pieces unless the issue is a verified delivery defect, wrong item, or transit damage.

Basket Evidence for Support

If a customer reports a defect, wrong item, missing basket, or damaged package, useful photos include the full basket, handle attachment, fabric texture, fold seam, lining, package count, and the specific damaged area. Full-room organizer photos are not needed for most Ziloa support reviews.

REFUND TIME_FRAME

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.

EXCHANGES AND CANCELLATIONS

Exchanges are available when the requested replacement is in stock and the returned item meets this policy. If an exchange cannot be completed, an approved return may be refunded to the original payment method. Customers may request cancellation before the order has been processed or shipped.