Refund policy
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If your AuroraGlow setup is faulty, unsafe, significantly different from how it was described, or doesn't do what we said it would, you're entitled to a repair, replacement, or refund — for major failures, you choose which. These rights exist automatically and apply on top of the return policy below.
If you believe your item has a fault covered by these guarantees, contact us at zolveroco@gmail.com with your order number and photos or video of the issue, and we'll sort out the right remedy.
Returns
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, unshaped, and in its original packaging. Because AuroraGlow's LED strip and cloud filling are designed to be cut and shaped during installation, we're unable to accept a return once these components have been built into a design, as they can no longer be resold. This doesn't affect your rights above if the item is faulty. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at zolveroco@gmail.com.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at zolveroco@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. This is covered by the Australian Consumer Law guarantees above, so there's no cost to you for a genuine fault.
Exceptions / non-returnable items
Once your AuroraGlow™ setup has been shaped, cut, or installed, we're unable to accept a change-of-mind return on it, since the LED strip and filling can't be resold once built into a design. This doesn't apply if the item is faulty, unsafe, or not as described — those rights always apply regardless of condition.
We also do not accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. As above, your item must be in the same condition that you received it — unused, unshaped, and in its original packaging. You'll also need the receipt or proof of purchase.
Because AuroraGlow ™ ships as a standard kit rather than something made to your individual specifications, it doesn't fall under any "custom or personalised item" exclusion — your 14-day right applies in full.
Return shipping costs for EU change-of-mind returns are the customer's responsibility unless the item is faulty. If we provide a prepaid return label for a change-of-mind return, its cost will be deducted from your refund; for faulty items, return shipping is free.
Note for Zolvero™ as of 19 June 2026, EU regulation requires online stores selling to EU consumers to provide a functional, clearly visible electronic withdrawal button on the storefront itself — not just this written policy — allowing EU customers to cancel with a two-step confirmation and automatic email acknowledgment. This needs a technical solution (check the Shopify App Store or your theme), separate from publishing this page.*
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at zolveroco@gmail.com.
*This policy reflects our understanding of Australian Consumer Law and EU Consumer Rights Directive requirements at the time of writing. We recommend having it reviewed by a qualified legal professional before publishing, and periodically thereafter, as consumer law requirements can change.*