Return Policy Refunds, returns and exchanges If you are not happy with something you have bought or you have simply picked up the wrong item from Zamzam market, please ask for assistance from our Customer Service Desk team. At Zamzam, our promise is to provide you with high-quality products to enjoy every day. If you are not 100% satisfied, let us know and we’ll happily give you a full refund or replacement - that’s a guarantee you can count on.
You can make a claim for a refund or credit if: you believe that Goods we charged you for were not provided; or there is a fault or defect with the Goods you have purchased; and You notify Zamzam within a reasonable period of time. Email firstname.lastname@example.org or call (02) 9643 8776 to lodge your claim. We'll assess your claim and are happy to offer a credit or refund for any missing or faulty goods. For standard home deliveries, Zamzam market may not, entirely at its own discretion pick up any goods that you don't accept. However we may need to inspect the goods before making an assessment, therefore please keep them until we advise they can be discarded. Credit for the value of any goods or credits applied for any other reason (including customer care or promotional activity), will be applied to your next order as long as the order is worth more than the credit. Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. Regardless of anything in this section, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You're 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. Modifying or cancelling orders You can cancel or make any changes to previously submitted orders, including the delivery day or time, right up until your order cut-off time, without incurring any cancellation fees. Once you have placed an order you can modify it via the ‘past orders’ option in the menu and selecting the appropriate order. This option only appears once you have placed at least one order. By modifying your order, you may lose your existing delivery or collection reservation or special prices (if changes occur across catalogue weeks). Once you do modify your order, you must check out again, or you won’t receive your order. Cancelling or changing an order after cut-off If you wish to cancel your order after the order cut-off time please contact us on (02) 9643 8776. Any orders cancelled after order cut-off time may incur a $30 cancellation fee. Out of stock items & product substitutions If a product is unavailable, we’ll let you know by email. If you have chosen to allow substitutions, we’ll choose a similar item that is either a different size of the same product or a different brand. If we substitute any item you'll be charged the lower of the original or the substitute price. When an item is out of stock you won’t be charged for that item.
There are some products we can’t substitute, such as alcohol, cigarettes and baby formula. This is because these products are specifically chosen by customers based on personal tastes & preferences and therefore aren’t appropriate to substitute. You can change whether you received substitutions or not at the last stage of the checkout process. Missing items If an item you have ordered is missing from your delivery and is not listed as out of stock on your delivery invoice, please contact us. Payment queries If you have any queries about your credit card charge please contact us on (02) 9643 8776. Online credit card order cancellations or refunds will be processed on the next business day in accordance with your bank handling time. Damaged items Your satisfaction is our primary concern. If you receive a damaged item, you can return it to your Customer Service Representative during delivery, or contact us. We can provide a refund or credit your account. You’ll be given the option to spend credits on future orders as you check out.