Last Updated: 6. April 2026

At Bluezela, we know that sometimes an item might not be quite right. That’s why we’ve created a return and exchange process that is simple, transparent, and customer-friendly for shoppers across Australia.

Quick Summary

  • Applies To: Customers based in Australia
  • Eligible Products: New and unused items (both faulty and non-faulty)
  • Return Window: 30 calendar days from the purchase date
  • Return Method: By mail
  • Return Shipping Fees: Covered by the customer, unless the item is faulty
  • Restocking Fees: None
  • Refund Processing Time: Within 7 business days of receiving the return
  • Non-Returnable Items: Gift cards and discounted or clearance items

1. Who Can Initiate a Return and How

If you're located in Australia and would like to return a product, please email our support team at info@bluezela.com. within 30 days of receiving your order. You will be given clear return instructions along with the appropriate return address.

2. Product Condition for Returns

All returned items must be in unused, undamaged, and resellable condition, with original tags, packaging, and any included accessories intact.
Products showing signs of use, wear, or damage may qualify for only a partial refund depending on the extent of the deterioration.

3. Return Process and Shipping Responsibility

  • Returns must be sent by post.
  • Customers are responsible for return postage unless the item is defective or was sent in error.
  • Full return instructions will be emailed once your request has been approved.

4. Exchanges

We accept exchanges for customers in Australia. The process is the same as for a return. After the original item has been received and reviewed, you may place a new order for your desired replacement.

If the exchange is required due to a faulty item or an order mistake on our part, we’ll send the replacement at no additional cost to you.

5. Refund Process

Once your return is received and inspected, we will initiate your refund to the original payment method within 7 business days.
You will receive a confirmation email when your refund has been processed.

Note: Depending on your bank, the credit may take additional time to appear on your account.

6. Restocking Fees

We do not apply restocking fees on approved returns.
However, if a returned product is incomplete, used, or damaged, we reserve the right to adjust the refund amount to reflect the diminished value.

7. Undeliverable Orders and Refused Parcels

If a package is returned due to:

  • An incorrect address
  • The recipient refusing delivery
  • Failure to collect the parcel from a pickup point

…then we may deduct the cost of return shipping and any re-delivery fees from your refund amount.

8. International Orders & Import Taxes

This return policy currently applies only to Australian customers.

If you are ordering from overseas:

  • Customs duties, GST, and import taxes are the responsibility of the customer.
  • We are actively working to introduce a return process for international customers in the near future.

9. Updating Shipping Details

Need to update your shipping address?
Please contact us immediately at info@bluezela.com.
If your order has not yet shipped, we’ll do our best to make changes. Once it has been dispatched, updates can no longer be made.

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

E-mail Address: info@bluezela.com
Phone number: 
Contact form: Contact page

We thrive to respond within 24 hours during our opening hours.

Business name: Bluezela
Address: 20 Robinson Street, Rakaia 7710, New Zealand

Customer service available hours
Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+12 Auckland)
Operating Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+12 Auckland)