Returns for Change of Mind:

We understand that sometimes you can change your mind. If you wish to return your item(s), you can do so within 30 (thirty) days of receipt of the goods or 30 (thirty) days of notification of Awaiting Collection in the case of Click and Collect Orders.

Please note, to qualify for a Refund, all items must be unused, unwashed and in original packaging in original condition.

Please contact us via email - online@purezone.com.au with your Full Name, Order Number and the items you wish to return and a reason for the return and we will step you through the Refund process and advise how to return items to us. Please note for Change of Mind - the return postage is paid by the customer. 

Exchange:

We are unable to facilitate exchanges via our Online Store. If you wish to exchange your item(s), provided that the items you wish to return remain unused, unwashed, in all of the original packaging and in original condition, then you can return the items for a refunded within 30 (thirty) days of receipt of the goods and proceed with placing a new order with the required new items.

Simply contact us via email - online@purezone.com.au with your full name, Order Number and item(s) you wish to return. Our Customer Service Team will then respond within 1-2 business days and step you through the return process and can assist you with placing a new order if you need assistance.

Please do not send items back until you have had the written confirmation from the Pure Zone Customer Service Team. 

Returning Items can be done in two ways:

Online Returns can be done via Post (at customers expense) or dropped back at our Head Office in Dingley, Victoria. Please make sure all parcels being sent back to us include your Full Name (that matches the name on your Order) and the Pure Zone Order Number which can be found on the Order Confirmation Email.

Upon receiving the Parcel, we will process the Refund within 1-5 Business Days and you will receive a Refund Notification Email from us when this has taken place.

Further Information

If you believe your Pure Zone product is faulty, please contact us at online@purezone.com.au during business hours with Order Number, full details of item, including multiple photos of the issue and we will advise further action to be taken.

If the product is faulty and needs to be returned for assessment, Pure Zone will cover the costs of this return. Pure Zone has the right to Repair products if they are deemed to be repairable or Replace products. This is at the discretion of the experienced Pure Zone Customer Service Team.

Due to Health Regulations, we cannot accept any returns on Pillows, Quilts, Underquilts, Mattress Toppers, Mattress Protectors and Pillow Protectors if the packaging has been opened, unless items are faulty.

For all enquiries please email online@purezone.com.au or call 03 9558 1944 during Business Hours (AEDT) and we will happily help.

Parcels - Returned to Sender

If your Pure Zone Parcel has the incorrect address or is deemed undeliverable by the couriers and is therefore returned back to Pure Zone Head Office (Sender), then our Customer Service Team will contact you directly for redelivery. Please note, redelivery fees will apply and is calculated at the time of resending. This redelivery fee must be paid by the customer before we resend the parcel.