Store Policies and other FAQs

Return Policy

Please ensure that you have chosen your products carefully - we are unable to provide refunds or exchanges due to a change of mind.

Damage and issues

Please make sure that you have inspected your order once received. If your items are defective, damaged, or incorrect, please contact us immediately with the details of your order to organise a return.

Refund for damaged products

Once we have received and inspected any returned items, we will notify you of whether the refund has been approved or not. If approved, you will automatically receive the refund on your original payment method within 10 business days.

My shipment was damaged, what should I do?

Our apology for that. Email us at hello@sorzero.com with an image of the damage and we will coordinate a refund or we’ll re-ship you replacement product free of charge.

How can I try sörzero first before buying?

sörzero is now available at Kiln at the Ace Hotel in Sydney and the Lounge at the UNSW campus in Kensington. We also partner regularly with various event organisations around Sydney, so make sure you make your way there to have a sip of sörzero. Follow our Instagram @drinksorzero or drop us an email at hello@sorzero.com for more info on brand partnership and upcoming events.

Do you sell product in stores?

By selling our product direct-to-consumer, it allow us to provide the best possible experience to our customers.

Alternatively, if you are in Sydney, you can always email us to buy direct from our HQ which is located at the heart of the UNSW campus in Kensington. If you drop us an email, we’ll be happy to sort you out. Plus, we’re always keen to meet our fans in person and cheers with sörzero!

I liked sörzero a lot, do you offer special discount for recurring order?

Yes we do! If you want to buy sörzero in bulk or want a regular supply of sörzero for both personal or corporate events, drop us an email and we’ll sort you out with special wholesale rate.

I live outside Australia, how can I buy sörzero?

🚚 Currently, we only serve sörzero in Australia and delivering to metro locations only across NSW, VIC, WA, QLD, TAS, NT, ACT.

If you are located overseas and keen to have sörzero for your special events, do drop us an email and we’d be happy to sort you out.

Terms of Service

Introduction

This website (Site) is owned and operated by SYNBIOTE PTY LTD (ABN: 15 652 014 198) (we, our or us). These terms and conditions (Terms) are between us and you, the person ordering beverages (Items) through the Site.

  • Use of the Site

    1. By placing an order via the Site, you accept these Terms.

      You represent that you are at least the age of 16 years old to use or purchase Products from the Site.

    2. When using the Site, you must not do or attempt to do anything that is unlawful or inappropriate, including but not limited to copyright laws.

  • Orders

    1. To order Items from us, visit our Site and select the item(s) you want to purchase at the listed price, which includes delivery fees, taxes, and other applicable charges.

    2. We may accept or reject an order at our discretion. If we reject your order, we will notify you within a reasonable amount of time. Once we accept an order, a binding agreement is formed for the supply of Items according to these Terms.

    3. It is your responsibility to check the order details, including selected products, delivery details and pricing, before submitting an order through the Site.

    4. All purchases made through the Site are subject to availability.

    5. We may cancel an order before delivery due to dispatch delay, inability to supply ordered products, or a mistake on our website regarding product description, price, or image. If we cancel, we will contact you using the details you provided and offer a refund, store credit, or backorder option. Refunds also include any delivery costs you paid. If you choose to wait for backorder, we'll contact you once stock becomes available for delivery at a later date.

  • Price and payments

    1. To buy a product, you must pay the purchase price and delivery costs listed on the site. All amounts are in Australian dollars and include GST where applicable.

    2. You must pay the Price upfront using one of the payment methods available on the Site.

    3. You must not pay, or attempt to pay, the Price by fraudulent or unlawful means.

    4. We may offer payment through a third-party provider, such as Stripe or Apple Pay. You acknowledge and agree that we have no control over the actions of the third-party provider, and that these actions may be subject to additional terms and conditions.

    5. We do not store any credit card details, and all payment information is collected and stored through our third-party payment processor.

  • Delivery

    1. If possible, we will deliver the Items to the delivery address you provide when making your order. We deliver to all states within Australia, however, we are currently unable to deliver to regional or remote areas, or locations within NSW that are outside of Metropolitan Sydney.

    2. If Items are unable to be delivered to your location and your order has been submitted, you will be contacted as soon as the order has been processed and a refund may be issued where we are unable to deliver your items.

    3. Delivery costs are set out on the Site and are to be paid in addition to the Price.

    4. Any delivery periods displayed on the Site are estimates only and may vary.

    5. You agree that Items may be left at your premises if you are not present at the delivery address to accept the delivery.

  • Returns

    1. Please ensure that the Items in your cart are correct upon checkout. We are unable to provide refunds or returns due to a change of mind.

    2. We offer refunds for Items that are damaged, faulty, or defective, upon reception where we determine (at our absolute discretion):

      1. you have provided the proof of purchase and have notified us immediately of the damage upon reception;

      2. the Items are in their original condition and have not been used, damaged, tampered with, or altered by you; and

      3. There are clear picture evidence detailing the damage that has been determined to have been caused while stored with us, or during the delivery process.

  • Intellectual property

    1. Our Intellectual Property (IP) will always belong to us, even if it was developed or created by our personnel in connection with the Terms, Site content, or Items. Our IP includes copyright.

    2. You may use Our IP for your personal use only and in the intended manner.

    3. You must not use Our IP for commercial purposes, such as advertising your business, reselling, or generating revenue.

    4. You must not, without our prior written consent:

      1. copy, in whole or in part, any of Our IP;

      2. reproduce or distribute any of Our IP to any third party; or

      3. breach any intellectual property rights connected with the Site or the Items.

    5. The above clause does not restrict your ability to publish, post or repost Our IP on your social media presence, provided that unless explicitly agreed by us in writing:

      1. you do not claim that you are the owner of Our IP;

      2. you do not claim that you are endorsed or approved by us;

      3. you do not act or behave in a defamatory manner; and

      4. you comply with these Terms.

  • User generated content

    1. You may be permitted to post, upload, publish, submit or transmit relevant information and content (UGC) on the Site. We may run campaigns via the Site and via social media that encourage you to post UGC on social media using specific social media hashtags (Tag).

    2. By making UGC available on the Site or through social media using a relevant Tag, you grant us a perpetual, global, irrevocable, non-exclusive, transferable, and royalty-free license to use it. We may publicly use or access such User Content on the Site and our social media platforms. We agree to only modify UGC to the extent reasonably required by us.

    3. You agree that you are solely responsible for all UGC that you make available on or through the Site (including on social media) using a Tag. You represent and warrant that:

      1. You have the necessary rights to grant us the rights in such content as outlined in these Terms, or own all UGC posted.

      2. Posting UGC on our Site will not violate any applicable laws or regulations including intellectual property rights, or privacy rights.

    4. We do not endorse or approve, and are not responsible for, any UGC. At our sole discretion, we may remove any UGC at any time.

  • Governing law: These Terms are governed by the laws of New South Wales. Each Party agrees to the jurisdiction of the courts in New South Wales and waives any right to object. The Site may be accessed worldwide. We make no representation of the Site's compliance with laws in any country outside of Australia. To access our Site, you are responsible for complying with local laws.

  • Third party sites: The Site may include links to third-party websites. We do not control or endorse the content of these websites unless otherwise specified. Any goods or services purchased from these websites are provided by the third-party, not us.