Refund policy

This Return and Refund Policy applies to all purchases on JACK WILSON's online apparel Shopify store. By placing an order, you agree to these terms, which comply with New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986. 

1. Return Window

We have a 30-day return policy: you can request a return within 30 calendar days of receiving your item. The period starts from the delivery date confirmed by the shipping carrier's tracking information. 

2. Eligibility for Returns

Your return request will be rejected if the item does not meet all the following conditions: 
  • The item must be unworn, unwashed, brand-new, with no signs of use, stains, odors or alterations. Customer is responsible for minor damage during return transit. 
  • All original tags, labels and packaging must be intact. Missing tags or damaged packaging may lead to partial refund or rejection. 
  • Valid proof of purchase (order number, receipt or confirmation email) is required.

3. How to Initiate a Return

Follow these steps to initiate a return; unapproved returns will not be accepted, and we are not liable for their loss or damage: 
  1. Email contact@zawilife.shop within 30 days, including your name, order number, item(s) to return and reason. 
  2. Our team will review your request within 2-3 business days and email you approval, return instructions and address. 
  3. Approved returns will get a shipping label (if applicable) via email. Return shipping fees are borne by you, unless the return is due to defective/damaged/incorrect items (see Section 4). 
Contact us at contact@zawilife.shop for any return questions. 

4. Damages and Issues

Inspect your order upon reception. Contact contact@zawilife.shop within 7 days if the item is defective, damaged or incorrect (wrong size/color/style). Late notification may affect our resolution. 
When reporting issues, provide clear photos/videos, order number and item details. We will respond within 2-3 business days with solutions (full refund, replacement if in stock, or partial refund). We will cover return shipping fees for such eligible returns. 

5. Exceptions / Non-Returnable Items

The following items are non-returnable/non-refundable unless defective/damaged/incorrect (per Section 4): 
  • Intimate apparel (underwear, bralettes, swimwear) — enforced for hygiene. 
  • Custom/personalized items (e.g., custom sizes, embroidery, prints). 
  • Sale items (30%+ discount or marked "Final Sale"). 
  • Gift cards — final purchase, non-returnable/non-refundable. 
  • Accessories with hygiene seals — non-returnable if seal is broken. 
Contact contact@zawilife.shop before ordering if unsure about an item's return eligibility. 

6. Exchanges

We do not offer direct exchanges (e.g., size/color swaps). Return the item (per Section 3), then place a separate order for the desired item after the return is processed. 
Pay the price difference if the new item is more expensive; we will refund the difference if it is cheaper. Defective/damaged/incorrect items can be exchanged (if in stock) or fully refunded. 

7. European Union 14-Day Cooling Off Period

For EU-bound orders, you have the statutory right to cancel/return within 14 days of receipt, for any reason (per EU consumer regulations). 
Email contact@zawilife.shop within 14 days to cancel. The item must meet return eligibility and you need to provide proof of purchase. Return shipping fees are your responsibility unless the item is defective/damaged/incorrect. 

8. Refunds

We will inspect returned items within 3-5 business days of receipt and email you about refund approval. Approved refunds will be processed to your original payment method within 10 business days. 
Bank/credit card processing times (5-10 additional business days) are beyond our control. 
Refunds include the item price and applicable sales taxes (per NZ law). Shipping fees are non-refundable unless due to defective/damaged/incorrect items. We may issue partial refunds (50-80% of the price) for items not in required condition. 
If no refund is received within 15 business days of approval, contact contact@zawilife.shop with your order number and refund confirmation.