Returns & Exchanges (Wholesale)

How do I return or exchange my order?

If you have placed an order with us, and you decide that the item you have purchased from Zero Offset is not for you based on one of the following reasons below, you can return or exchange it within 30 days of receiving the product once approved by our team.

Factory fault or manufacturing defect

Sometimes things may go wrong during production, and that is okay. If your item arrives with a factory fault or manufacturing defect, please email photos to support@zerooffset.com.au with your order number. We urge you to get in contact within 7 days of delivery for our team to best assess the item. If the item is deemed defective, we will issue a replacement sent to you. If a replacement is unavailable, we will issue store-credit, refund or initiate an exchange for another item from our store.

Change of mind

If you, or your customer has a change of mind, then you may return the item if the product(s) meet the conditions set out in this policy. The products must be unused, in their original condition and in their original packaging.

We cannot accept a return if:

• Used items - products must be unused, in their original condition and in their original packaging
• The item has been fitted – screwed, drilled, cut etc.
• You have already returned or exchanged the item once previously (an item can be returned once per order. This does not apply if the original return or exchange was due to a factory fault or manufacturing defect)
• The order was purchased during a promotion where T & C's specified that the item is excluded from the returns policy
  
  

Is Packaging Required?

Zero Offset requires all returns & exchanged items to be re-packaged in its original packaging, including any hardware or promotional items such as stickers, booklets etc. If the returned item is not packaged accordingly, Zero Offset reserves the right to withdraw the order for refund or exchange. You will need to pay for any subsequent re-shipping fees.

Please note: Refunds will not include any original shipping fees and handling fees. Buyer will also be responsible for the return shipping charge. All change of mind returns will be processed with a 20% restocking fee. This will be deducted from your final refund. We urge all dealers to take the item back themselves to avoid any unneccessary delays for their customers.

Pre-order Cancellation

If you have secured an item(s) through our pre-order service and would like to cancel, we will offer a full refund if the expected time of delivery is delayed by more than two months from its original expected delivery date. For example, if the item was scheduled for mid-late July, you will be eligible for a full refund if the expected delivery date is pushed past the start of October. If our team does notify you of the delay within this period, to which you agree to keep the order with us, the period will then restart two months from the new expected delivery date.

However, if you would like to cancel a pre-order within this new period, the pre-order will be subject to a 20% cancellation fee if the item was paid in full. Please also be advised, if a deposit was made to secure an item(s) and you choose to cancel, you will forfeit that deposit.