Refund Policy
How refunds, returns, and cancellations work for Zeal Biolab orders and subscriptions.
Last updated · August 202601 Refund eligibility
We want you to feel good about trying Zeal Biolab. You may be eligible for a refund in the following situations:
- Change of mind — unopened Products in original, resaleable condition, returned within 30 days of delivery
- Faulty or damaged items — Products that arrive damaged, defective, or not as described
- Incorrect items — if we've sent you the wrong Product or quantity
- Satisfaction guarantee — where applicable, as described above, within 30 days of your first order
Nothing in this policy limits any right or remedy you have under the Australian Consumer Law, including guarantees that cannot be excluded.
02 Non-returnable items
For hygiene and safety reasons, we're unable to accept returns of the following:
- Opened or used sachets, tubes, or boxes
- Products without their original packaging or labelling
- Gift cards and promotional items
- Products purchased from a retailer other than our official website — please contact that retailer directly
03 How to request a refund
- Email support@zealbiolab.com with your order number and the reason for your return
- We'll confirm your eligibility and, if approved, send you return instructions (or process your refund directly for faulty/incorrect items)
- If a physical return is required, pack the Product securely and post it to the address we provide
- Once received and inspected, we'll process your refund and send confirmation by email
04 Refund processing
Approved refunds are issued to your original payment method within 5–10 business days of approval. Depending on your bank or card provider, it may take a few additional business days for the refund to appear on your statement. Where a return has been requested for change of mind, no restocking fee applies unless stated otherwise at the time of approval.
05 Subscription cancellations
Cancelling your subscription stops future billing from your next scheduled date onward — it does not automatically refund shipments already processed or delivered. If you'd like to return an unopened subscription shipment, the standard eligibility rules in Section 1 apply.
If you're on a minimum-term subscription and cancel before that term is complete, any discount already applied to prior shipments may be adjusted in line with the terms you accepted at signup — see our Terms & Conditions for full details.
06 Faulty, damaged or incorrect items
Send us a photoFor faulty, damaged, or incorrect items, a photo showing the issue helps us resolve things faster — and in most cases means you won't need to return the item at all.
Contact us within 30 days of delivery and we'll arrange a free replacement or full refund, including any shipping costs you paid, at no expense to you.
07 Exchanges
We don't currently offer direct product-for-product exchanges. If you'd like a different Product, the simplest path is to request a refund for an eligible return and place a new order.
08 Late or missing refunds
If it's been longer than 5–10 business days since your refund was approved and you still haven't received it:
- Check your bank or card statement again — processing times vary by provider
- Contact your bank or card issuer, as it can take some time for a refund to post officially
- If you've done this and still haven't received your refund, contact us at support@zealbiolab.com
09 Sale & promotional items
Products purchased during a promotional sale or with a discount code follow the same refund policy as full-price items, unless the promotion's terms explicitly state otherwise. Bundle or gift-with-purchase items must be returned together for a full refund to be issued.
10 Contact us
Questions about a refund, return, or your subscription? We're here to help.
- Email — support@zealbiolab.com
We're happy to help.
Reach out any time and our team will get back to you.