Returns & Exchanges

At Zilion, we want you to be completely satisfied with your purchase. If things don’t go quite as planned, we are here to help. Please review our combined policy below regarding returns, exchanges, and faulty items.

1. Change of Mind Returns

We offer a 30-day return window for customers who have changed their mind, provided the following conditions are met:

  • The product is unopened, unused, and in its original, undamaged packaging.

  • The return request is initiated within 30 days of receiving your order.

  • Postage Costs: For change-of-mind returns, the customer is responsible for the return shipping costs. Original shipping fees are non-refundable.

  • Restocking Fee: A restocking fee of $10.00 or 10% of the item’s value (whichever is lesser) will be deducted from your refund to cover processing and handling.


2. How to Initiate a Return or Exchange

To start the process, please email our support team at care@zilion.co.nz with the following:

  • Your Order Number.

  • A detailed description of the item(s) you wish to return.

  • Photos and/or videos showing that the product is still sealed and in original condition.

Once our team provides instructions, please do not send the item back until your return has been officially approved. Refunds and exchanges are only processed once the items have been received and inspected by our warehouse.


3. Damaged, Faulty, or Incorrect Items

We sincerely apologize if you have received an item that is incorrect, damaged, or faulty. We strive for perfection, but when mistakes happen, we want to fix them fast.

  • Reporting Window: Please contact us at care@zilion.co.nz within 5 days of delivery.

  • Evidence Required: Include your order number and clear photos of the damage or the incorrect item received.

  • Instructions: Do not use, open, or dispose of the item until we have confirmed the next steps.

  • Resolution: Depending on stock availability and the situation, we will arrange a replacement or a full refund.

  • Shipping Costs: Zilion Online will cover the return postage costs for items that are verified as faulty, damaged, or sent incorrectly by our team.


4. Exchanges

Exchanges are subject to stock availability.

  • The product is unopened, unused, and in its original, undamaged packaging.

  • Please contact us within 30 days of receiving your order to arrange an exchange.

  • Postage Costs: For exchange, the customer is responsible for the return shipping costs. Original shipping fees are non-refundable.

  • Restocking Fee: A restocking fee of $10.00 or 10% of the item’s value (whichever is lesser) to cover processing and handling.


5. Non-Returnable Items

For health, hygiene, and safety reasons, returns or exchanges will not be accepted if:

  • The product has been opened or used.

  • The original packaging is missing or significantly damaged.

  • The item has been modified or tampered with.

  • The return request is made outside of the specified timeframes.


6. Order Cancellations

If you need to cancel your order, please notify us immediately.

  • If the order has not shipped, we can cancel it. A cancellation fee of $10.00 or 10% (whichever is lesser) will be deducted from your refund to cover administrative and payment processing fees.

  • If the order has already been shipped, it cannot be canceled. You will need to follow the "Change of Mind" return process once the parcel arrives.


7. Unsuccessful Deliveries

If a parcel is returned to us by the courier due to an incorrect address provided by the customer or an unsuccessful delivery attempt where the parcel was not collected, a standard re-shipping fee will apply to send the order a second time.


8. Lost or Missing Parcels

We use reliable partners like Zappy, Post Haste, NZ Couriers, and NZ Post, but occasionally a parcel may go missing in transit.

  • Reporting a Delay: If your tracking hasn't updated for 3 business days (or 5 days for Rural), please contact us at care@zilion.co.nz.

  • The Investigation: We will immediately launch an inquiry with the courier service. These investigations can take between 2–7 business days to complete as the courier checks GPS data and depot logs.

  • Resolution: If the courier confirms the parcel is officially lost, we will arrange for a replacement to be sent at no extra cost (subject to stock availability) or issue a full refund.

  • Important Note: Zilion is not responsible for parcels that are stolen after a successful delivery has been made (e.g., "Authority to Leave" or "Signature Required" deliveries that have been completed). We recommend choosing a secure delivery address.


9. International Shipping

Zilion currently ships within New Zealand only. We do not offer international returns or exchanges at this time.