Returns.

RETURNS POLICY

At By Zero Labs (ABN 23238608308) (we, us or our), we want you to love your product experience. This Returns Policy outlines your options for returning eligible products. Please note that conditions may vary during promotional periods.

1 Returns & Refunds

(a) All items are eligible for return for a refund or store credit only (within 14 days of delivery). Your rights under the Australian Consumer Law are not limited by this policy.

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

  • Be in original packaging

  • Be unopened and unused

  • Be unmarked and not defaced in any manner

  • 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.

(c) Return shipping costs (except for faulty items) are the responsibility of the customer and are non-refundable, including returns due to:

  • Change-of-mind

  • Incorrect shipping address

  • Failure to collect your parcel

(d) Pre-order items 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 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 product

3 Store Credits

  • Store credits issued by By Zero Labs are valid for one year from the date of issue

  • 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 item)

Please email our Customer Service team within 30 days of delivery, or as soon as possible, at hello@byzerolabs.com and include:

  • Your order number or valid proof of purchase

  • 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. Please contact us at hello@byzerolabs.com and provide the following details:

    • Order Number

    • Date of Purchase

    • Item(s) to Return

    • Reason for Return

    • Photos Identifying Defect (If applicable)

    The instructions on how to proceed with the postal return from that point will be provided by email.

  2. 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.

All refunds will be processed using the original payment method.

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For any questions regarding this policy, please contact:

By Zero Labs (ABN 23238608308)
Email: hello@byzerolabs.com