We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at dylan@xinzuo.com.au. Please note that return shipping costs are the responsibility of the customer unless the item is faulty or not as described. Returns must be sent to the following address:

Xinzuo
59 Nashos Place
Wacol QLD 4076

Once your return is received and inspected, we’ll let you know if the refund is approved. Approved refunds will be processed back to your original payment method. Please allow up to 10 business days for your bank or payment provider to finalise the refund.

Damaged or faulty items
If your item arrives damaged, faulty, or incorrect, contact us immediately at dylan@xinzuo.com.au. We’ll assess the issue and arrange repair, replacement, or refund in accordance with Australian Consumer Law.

Exceptions
We do not accept returns for sale items or gift cards. Items that have been used, altered, or are missing original packaging may not be accepted.

Shipping Policy

We ship Australia-wide via regular and express services. Timeframes below are carrier estimates only. Delays can happen. If they do, we will act quickly to help.

Dispatch Times
Most orders dispatch within 1–2 business days. Business days are Monday to Friday, Queensland public holidays excluded.

Delivery Estimates
Express Post: 1–2 business days (carrier estimate)
Regular Post: 2–5 business days (carrier estimate)
Rural and remote areas may take longer.

Tracking
You will receive a tracking link once your order has shipped. Please allow up to 24 hours for scans to appear.

Shipping Costs
Calculated at checkout based on your address, order size, and selected service.

Authority to Leave
If you request Authority to Leave, the parcel becomes your responsibility once the carrier confirms delivery.

PO Boxes and Parcel Lockers
We can ship to PO Boxes and Parcel Lockers via eligible services. Some bulky items may require a street address.

Address Issues
Orders with incomplete or incorrect addresses may be delayed. Re-delivery or return-to-sender fees may apply.

Delays, Lost, or Damaged Parcels
If your parcel is delayed beyond the carrier’s estimated timeframe, contact us and we will lodge an investigation.
If items arrive damaged, email photos and your order number within 2 business days so we can assist.
A parcel is considered lost only after the carrier completes an investigation and confirms non-delivery.

Order Changes and Cancellations
We cannot guarantee changes after checkout because orders may ship quickly. Contact us as soon as possible and we will try to help.

Contact
Email: support@xinzuo.com.au