Returns.

RETURNS POLICY

At By Zero Labs Pty Ltd (ABN [INSERT ABN]) (we, us or our), we want you to love your fragrance experience. This Returns Policy outlines your options for returning eligible products. Please note that conditions may vary during promotional periods.

1 Returns & Refunds

(a) The following items are eligible for return for a refund or store credit only (within 14 days of delivery):

  • 50ml fragrances

  • 100ml fragrances

(b) The following products are final sale and not eligible for return, unless faulty:

  • Discovery Sets

  • Collectives

  • Trios

  • 30ml bottles

  • 10ml bottles

(c) All returned items must meet the following conditions:

  • Be in original packaging

  • Be unopened and unused

  • Returned within 14 days of delivery

We reserve the right to reject returns that do not meet these criteria. Denied returns will be returned to the sender at their own cost.

(d) Return shipping costs are the responsibility of the customer and are non-refundable, including returns due to:

  • Incorrect shipping address

  • Failure to collect your parcel

(e) If your order included a free gift, it must be returned with the eligible item. If the gift is not returned, we reserve the right to deduct the full retail value of the gift from your refund.

(f) Pre-order items (50ml and 100ml only) may still be returned under this policy. The 14-day return period begins from the date your order is delivered.

2 Exchanges

Due to the made-to-order nature of our products, we do not offer direct exchanges. However, you may:

  • Return eligible 50ml or 100ml items within the return window for a refund or store credit

  • Use the store credit or refund to place a new order for your preferred fragrance

3 Store Credits

  • Store credits issued by By Zero Labs do not expire

  • You may use your credit across multiple purchases until fully redeemed

4 Faulty Items

If you believe your product is:

  • Faulty (manufacturing defect)

  • Incorrect (wrong scent or item)

Please email our Customer Service team within 30 days of delivery at [insert contact email] and include:

  • Your order number

  • 2–3 clear photos of the issue

Our team will assess the issue and advise you of the next steps. Please note: we do not accept returns for damage caused by mishandling, exposure to extreme conditions, or general wear and tear.

5 How to Return

To initiate a return:

  1. Download and complete our Returns Form – [Insert link to form]

  2. Include the completed form in your return package

  3. Ship the item within the 14-day window

We recommend using a trackable shipping method. Returns received outside the 14-day period may be denied and returned to the sender.

For any questions regarding this policy, please contact:

By Zero Labs Pty Ltd (ABN [INSERT ABN])
Email: [insert contact email]