Refund Policy

Our commitment

ZUA Health wants you to buy with confidence, whether you are ordering a red light torch or a full size therapy bed. This page explains your rights under the Australian Consumer Law, how our change of mind returns work, and the simplest way to start a return, refund or warranty claim.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or replaces those rights.

• Major failure: if a product has a major failure, you can choose a refund or a replacement. You are also entitled to compensation for any other loss or damage that was reasonably foreseeable.
• Minor failure: if the failure is minor, we may choose to repair the product, replace it, or refund you, and we will do so within a reasonable time.

These guarantees apply to everything we sell. All you need to make a claim is proof of purchase, such as your order number or receipt.

Faulty or damaged goods

If your order arrives damaged or a product develops a fault, contact us as soon as you can with your order number, the product name and photos of the problem. For genuine faults we arrange the remedy at no cost to you: where a product is too large or difficult to return, such as a bed, sauna or ice bath, we organise collection or another suitable arrangement. Restocking fees and return freight charges never apply to faulty goods claims under the Australian Consumer Law.

Warranty claims

Every product page states the warranty for that product, and many of our beds typically carry a five year warranty. If you have an account, your equipment, warranty dates and documents are available in your account. These product warranties are provided in addition to your Australian Consumer Law rights, not instead of them. To make a warranty claim, contact us with your order number and a description of the issue. We manage the claim with you from start to finish, so you are not left chasing anyone.

Change of mind returns

Change of mind is not a right under the Australian Consumer Law, so these returns, including returns of an incorrectly purchased item, are accepted at ZUA Health's discretion. We will consider a change of mind return where:

• you contact us first and receive approval before sending anything back, so we can identify the goods when they arrive;
• the item is unused, in new condition and in its original packaging;
• you provide proof of purchase, such as your order number;
• return freight is arranged and paid by you; and
• for supplements, the product is unopened with all seals intact, for health and safety reasons.

How to start a claim or return

• Contact us through the contact form, by email at info@zuahealth.com.au, or by phone on 0419 347 492.
• Include your order number, the product name and a short description of the issue.
• For faults or transit damage, attach photos or a short video where you can. This usually speeds things up considerably.

We will confirm the next step with you before anything is shipped. Depending on the product, this may be a return to our showroom at Unit 1, 2 Darnick Street, Underwood QLD 4119, or a freight collection we arrange for large equipment. Please do not send goods back without prior approval.

How refunds are paid

Approved refunds are paid to your original payment method: the card you paid with, your PayPal account, or your Zip account. We process refunds promptly once the return or claim is finalised, though your bank or payment provider may take a few additional business days to show the funds. If your original payment method is no longer available, contact us and we will arrange an alternative with you.

Questions?

If you are not sure whether your situation is covered, just ask. Reach us any time through our contact page and we will talk you through your options before you send anything back.