Refund policy
How returns, refunds and exchanges work at Zimorah (operated by Lumora Media LLC): our 30-day return, how to get a return approved, where to send it, the condition we ask for, who pays return postage, refund timing, exchanges, and your rights under the Australian Consumer Law. Last updated: 29 August 2026.
1. Our 30-day return
You can return an item within 30 days of delivery if you change your mind - for example because the style or the fit is not right for you. The 30 days start on the day your order is delivered to you. This store policy sits on top of your statutory rights under the Australian Consumer Law - it never limits them (see section 9).
2. Start here: approval first
To start a return, email us at support@zimorah.com with your order number and a short note about the item you would like to return. We will check your request and reply, usually within one business day, with a return approval and the next steps.
Please only send a parcel back once we have confirmed your return by email. Every approved return goes to our warehouse, which is also our return address:
Zimorah Returns
29 Koolbirra Rd, Maryknoll VIC 3812, Australia
A parcel that reaches the warehouse without a prior email approval cannot be assigned to your order and can delay your refund - a short email first saves everyone time.
3. Step by step
- Tell us first: email support@zimorah.com with your order number and wait for our return approval.
- Pack securely: pack the item safely, ideally in its original packaging.
- Send it: post the parcel to the warehouse address above (or to any address we name in our approval reply).
- Keep your proof of postage: keep the lodgement receipt with the tracking number until your refund is complete - it is your proof of return.
- Receive your refund: after your return arrives and is checked, we refund within 10 days (see section 6).
4. Condition of returned items
Please return items unworn, unwashed and with the original tags attached. Trying an item on to check size and fit, as you would in a shop, is of course fine and does not affect your return. If an item comes back in a condition that goes beyond that kind of checking and its value is reduced as a result (for example worn, washed, or with removed tags), we may deduct the loss in value from the refund.
5. Who pays return postage
Change of mind: you organise and cover the direct cost of return postage. The amount depends on the carrier you choose - we do not require a specific carrier.
Faulty or wrong item: we cover the return cost. Please email us before sending anything back at support@zimorah.com so we can organise it for you.
No restocking fee: we do not charge a restocking fee. From our side there are no fees or deductions for a return.
6. Refunds
After your return arrives at our warehouse and is checked, we refund the purchase price within 10 days to the payment method you used for the original order. Since shipping is free with us, there are no delivery costs to add to your refund. Depending on your bank or card provider, it can take a few more days for the credit to appear on your statement.
7. Exchanges
You can exchange an item for a different product of equal value. Email us at support@zimorah.com within the 30-day window, tell us which product you would like instead, and we will confirm availability and the next steps. The same condition rules apply: unworn, unwashed, tags attached. If the item you want costs more, we will invoice the difference before dispatching; if it costs less, we refund the difference with your exchange confirmation.
8. Faulty or wrong items
If an item arrives faulty or you receive the wrong item, please email us straight away at support@zimorah.com with your order number and, if possible, a photo of the item. We cover the return cost in this case and arrange a replacement or a refund. Your statutory rights are not affected by this process.
9. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this returns policy limits those rights.
Related policies
Contact
Zimorah
Operated by Lumora Media LLC
Business address: 30 N Gould St Ste N, Sheridan, WY 82801, USA
Email: support@zimorah.com
Phone: +61 8 7649 4390
Support hours: Monday to Friday, 9:00 AM to 3:00 PM AEST/AEDT (Sydney time)