At Zeloravion, we want you to be pleased with your wooden smoking pipes and accessories. We are committed to conducting our service according to legal requirements and ensuring your customer experience is transparent.
Our goods come with guarantees that cannot be excluded 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If your purchase suffers from a quality defect, damage during transport, or does not match our catalog description, you are entitled to a free return, repair, replacement, or refund, and you will not assume any costs for the return.
Return Window & Eligibility
If you are not completely satisfied with your purchase, we provide a return window of 30 days for change of mind returns, beginning from the day your package is successfully delivered.
We want you to feel confident when choosing our items. We welcome returns of items provided they remain in a completely unused, resale condition with all original packaging, tags, and components intact. Due to hygiene and safety standards for smoking accessories, items that have been put into practical smoking use cannot be accepted for return.
We understand that choosing real wood accessories involves organic characteristics. Please review our friendly notes regarding normal material traits:
Light and Screen Variations: The actual color of the wooden pipes may display slight differences under different ambient lighting or device screens. This is a common characteristic of organic wood items.
Natural Wood Grain Variations: Products featuring natural wood or textured elements may show unique grain patterns or organic depth, which are part of the natural characteristics of real wood.
These normal physical variations are part of the characteristics of wooden pipes and will never be used as a reason to limit or refuse your return. If you are unsatisfied with the aesthetic color variations or natural grain of your item, you remain fully eligible to return the item within our standard 30-day return window.
How to Initiate a Return
To make the return process smooth and simple, we use a straightforward authorization process:
RMA Authorization:You must contact our customer service email to obtain a Return Merchandise Authorization (RMA) number and the correct designated returns address before returning any items. Please note that our physical corporate office address in Florida is not an active intake facility for customer returns. Returning packages without an approved RMA number or sending them to the incorrect address may lead to delays or failure in your refund processing; please contact us to secure the correct return instructions and address.
This RMA number is used solely to identify your package in our record system when it arrives at our returns location, helping us process your request faster.
Return Shipping Costs
The responsibility for return transit costs is allocated depending on the reason for the return:
Quality Issues, Incorrect or Damaged Deliveries: If you receive an item that is damaged, defective, or incorrect due to our error, we are responsible for the return shipping fees. We will provide a pre-paid shipping label or issue a full reimbursement for the shipping costs you incur.
Change of Mind Returns: If you return an item because you changed your mind or decided you do not require it, you will be responsible for obtaining your own shipping label and covering the return shipping fees back to our designated facility.
Restocking Fees
We do not apply any hidden administration, restocking, or processing charges. We guarantee that you will experience a $0.00 restocking fee ($0.00 Restocking Fee) for all approved returns.
Refund Process & Timeline
Once your return is received at our designated returns address, our customer support team will process your refund according to the following schedule:
Mailing Review: Please allow 1-3 business days for us to log, inspect, and process your return once it arrives at our returns address. We will send you an email confirmation as soon as your return is processed.
Refund Issue: Once the return has been officially logged and approved, the refund will be automatically credited back to your original payment method.
Financial Processing: Depending on your financial institution or card issuer, it typically requires 5-10 business days for the credit to appear on your bank statement.
Order Cancellations & Fraud Prevention
If you need to cancel an order, please contact us within 12 hours of submitting your purchase. Once this time window passes, the order may have entered our carrier transit system, and you will need to follow the standard return process after the delivery arrives. For security purposes and to ensure a fair shopping environment for everyone, we reserve the right to decline refunds in clear cases of intentional product damage, return fraud, package manipulation, or returns missing their main functional parts.
