REFUND & RETURN POLICY

Introduction

At ZY DREAM PTY LTD, we are committed to providing quality food and beverage products to our customers and international business partners. Customer satisfaction is important to us, and we strive to ensure that all products supplied meet expected standards of quality, safety, and condition. This Refund & Return Policy outlines the terms and conditions governing product returns, exchanges, replacements, and refunds.

By purchasing products from ZY DREAM PTY LTD, customers acknowledge and agree to the terms set forth in this policy. We encourage all customers to carefully review their orders upon receipt and contact us promptly if any issues arise.

Return Eligibility

Customers may request a return within seven (7) calendar days from the date of delivery, subject to the conditions outlined below.

To qualify for a return, products must:

  • Be unused and unopened.
  • Remain in their original packaging.
  • Include all original labels, seals, documentation, and accessories.
  • Be in a condition suitable for resale.
  • Be accompanied by proof of purchase such as an invoice or order confirmation.

Returns submitted outside the specified return period may not be accepted unless required by applicable consumer protection laws.

Food and Beverage Product Restrictions

Due to food safety, hygiene, and quality control requirements, certain products cannot be returned once opened, consumed, damaged, or improperly stored.

Products generally not eligible for return include:

  • Opened food products.
  • Opened beverage products.
  • Perishable goods.
  • Refrigerated or frozen products.
  • Customized or special-order products.
  • Clearance and promotional items.
  • Products with damaged packaging caused by customer handling.

These restrictions are implemented to protect product integrity and consumer safety.

Damaged, Defective, or Incorrect Products

Customers should inspect all products immediately upon receipt.

If products are received in a damaged, defective, contaminated, incomplete, or incorrect condition, customers must notify ZY DREAM PTY LTD within forty-eight (48) hours of delivery.

Supporting information may include:

  • Photographs of the product.
  • Images of packaging.
  • Delivery documentation.
  • Batch numbers or expiry information.
  • Description of the issue.

Once reviewed and verified, we may offer:

  • Product replacement.
  • Product exchange.
  • Store credit.
  • Partial refund.
  • Full refund.

The resolution offered will depend on the nature of the issue and product availability.

Return Authorization Procedure

Customers must obtain return authorization before sending any product back to us.

To initiate a return request:

Step 1

Contact our customer support team.

Step 2

Provide:

  • Order number
  • Product details
  • Reason for return
  • Supporting documentation

Step 3

Await return approval and instructions.

Step 4

Package products securely and return them according to the instructions provided.

Unauthorized returns may be refused and returned to the sender at the customer’s expense.

Return Shipping Costs

Unless the return results from our error or a verified defective product, customers may be responsible for all shipping and handling costs associated with returning products.

Shipping fees originally paid are generally non-refundable unless the return is caused by:

  • Incorrect shipment by ZY DREAM PTY LTD.
  • Product defect.
  • Product damage prior to delivery.

Refund Processing

Approved refunds will generally be processed using the original payment method whenever possible.

Processing times may vary depending on:

  • Financial institutions.
  • Credit card providers.
  • Payment gateways.
  • International payment processors.

Refunds may require between seven (7) and thirty (30) business days to appear depending on the payment provider.

Exchanges

Where stock is available, customers may request an exchange for approved returns.

If replacement stock is unavailable, we may offer:

  • Store credit.
  • Alternative product.
  • Refund.

Price differences between exchanged products may be payable by either party depending on the circumstances.

Limitation of Liability

To the maximum extent permitted by law, ZY DREAM PTY LTD’s liability relating to returned products shall not exceed the original purchase price paid for the affected product.

We shall not be liable for indirect losses, business interruption, loss of profits, loss of goodwill, or consequential damages arising from product returns, delivery delays, or product usage.

Policy Updates

ZY DREAM PTY LTD reserves the right to amend this Refund & Return Policy at any time without prior notice. Updated versions will be published on our website and become effective immediately upon publication.