Refund policy
Returns & Refund Policy
At Zaunder, we offer a 30-day return window for eligible voluntary returns. This policy is designed to provide a clear process while protecting the condition and resalability of our products. It does not limit rights that cannot legally be excluded.
Starting a return
To request a return, email support@zaunder.com within 30 calendar days after delivery. Include your order number, full name, the item you wish to return, and the reason for your request.
All returns require written authorisation from Zaunder before being sent. Do not send an item to an address shown on a package or supplier label unless we have supplied written return instructions. Unauthorised returns, returns sent to the wrong address, and returns that arrive damaged because they were not packaged reasonably may be rejected.
Return eligibility
To qualify for a voluntary return, the item must be in substantially the same condition in which it was received. It must be unused beyond reasonable inspection, undamaged, unaltered, complete with all included components, and packaged securely for transit.
Returns may be refused or may not qualify for a full refund if they are returned after the 30-day period; show signs of use, misuse, alteration, or intentional damage; are missing the remote, charging cable, or other included components; or are returned without prior authorisation.
The Two-Room Glow Set and Whole-Home Glow Set are discounted quantity offers. To receive the full bundle refund, the complete set must be returned. If Zaunder agrees to accept a partial return from a discounted set, any refund will be calculated from the amount paid less the applicable non-discounted value of items kept and any permitted deduction for missing, used, or damaged components.
Return shipping and refund timing
For an approved voluntary return, the customer is responsible for return-postage costs and remains responsible for the item until it is received at the authorised return location. We recommend using a trackable service.
Original shipping charges are not refundable for voluntary change-of-mind returns, except where required by applicable law. Zaunder does not charge a standard restocking fee. However, where permitted by law, we may reduce a refund to reflect an actual loss in value caused by use, damage, missing components, or handling beyond what is necessary to inspect the item.
After an approved return is received and inspected, any approved refund is issued to the original payment method. Please allow up to 7 business days for Zaunder to process the refund. Your payment provider may take additional time to post it.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, incorrect, or materially different from its description, email support@zaunder.com promptly, preferably within 7 days of delivery. Include your order number, a detailed description, and clear photos or a short video where relevant.
The prompt-reporting request helps us investigate shipping and fulfilment issues quickly; it does not waive rights that cannot legally be limited. After review, Zaunder may provide a replacement, replacement component, refund, return instructions, or another remedy required or appropriate under the circumstances. Do not return a damaged or defective item until we provide instructions.
Exchanges
Zaunder does not offer direct exchanges. Eligible items may be returned under this policy, and a new order may be placed separately. This does not apply where Zaunder approves a replacement for a damaged, defective, or incorrect item.