Returns Policy



THE RETURNS PROCEDURE


1.   Log a return within 14 days of the order being delivered free of charge (conditions may apply)

2.   Once your return has been logged you will receive an email to confirm that our courier partners will contact you to arrange collection.

3.   Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order number associated to that item.

4.   Collection and return to our warehouse can take up to 4 working days for Main centres and 8 working days for Outlying/Regional areas from date of logging return.

5.   Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.

6.   We will make a maximum of 2 attempts to collect your parcel from you. If we are unable to collect after the second attempt, we will cancel your return and collection request




WHAT ITEMS CAN BE RETURNED?


You can return an item if:

  Return must be logged within 14 days of the item being delivered

  The item is in a re-sellable condition

  The item being returned qualifies for return

  The item is in its original packaging, with labels attached


 You can't return an item for public health reasons if the item is:

  Cosmetics and fragrances

  Underwear

  Swimwear

  Earrings for pierced ear

  Adult Shop items

  Face masks and other PPE

   Wigs/Hair Pieces

  All other Products marked with a disclaimer - This item does not qualify for return according to our Returns Policy.


The only non- returnable items that we will accept are:

  Defective Product or

  Incorrect Product delivered, provided that it is in it's original packaging with all labels attached.



RETURNS TERMS AND CONDITIONS


1. We reserve the right to reject a return for the following reasons:

  1.1  Product is part of the non-returnable list

  1.2  Product is not returned in a resellable condition i.e. Is returned with an odour or is dirty/worn or is damaged in a way that is not specified in the return reason.

  1.3  A product is missing from the returned order

  1.4  Incorrect Product is returned


2. Rejected Returns:

  2.1   Should we reject your return for any reason specified above, we shall return the product to you.

  2.2   If we are unable to deliver your rejected return to you for any reason, we will keep the product aside and require you to collect it.

  2.3   Should you not collect the product within 1 month from notice to collect, we will have no alternative but to destroy the product for inter alia public health reasons.


3. Refunds and Store Credit:

  3.1  Store credits will be sent immediately via email and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.

  3.2  You will receive a cash refund or store credit (your choice) for the rand value of the Product you paid.

  3.3  A Coupon discount is applied proportionally across the items in your cart. In the event that you return 1 or some of the items in your Order where you have redeemed a Coupon, the proportional discount applied across those Items, will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.

  3.4  We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.


4.   You cannot exchange any products, however, you may return the product for a refund or store credit.


5.   We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned. Please ensure that you log a return for the free gift to ensure that your returns are processed speedily.


6.   If a personal item or parcel meant for another retailer is returned to us in error, we will provide you with two options: You can arrange collection at your cost from our warehouse or We can discard the unwanted items on your behalf. Should you wish to arrange collection of the item, we will provide you with a reference number, which you must ensure that your courier quotes upon collection. Should you not collect within 30 days of us contacting you, we will have no further option but to discard.


7. Product under Warranties:


  7.1  The 6 Month Warranty:

    7.1.1  All products (including certain non-returnable items) can be returned if they are faulty/defective, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached within 6 months of delivery.

    7.1.2  A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected under the circumstances. A product is in a defective condition if it is dangerous to the user or to the consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.

    7.1.3  When returning a product after the standard 14 day returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilized during the period that it was in the customer’s possession.

    7.1.4  If your watch is defective or of poor quality, contact our Customer Service Department, who will put you in contact with the relevant Third Party Vendor, watch manufacturer or distributor.


  7.2  The Supplier Warranty for Watches:


    7.2.1  Watch manufacturers (Third Party Vendors) may provide warranties, which extend past the 6 Month Warranty.

    7.2.2  If your watch is defective or of poor quality, contact our Customer Service Department, who will put you in contact with the relevant Third Party Vendor, watch manufacturer or distributor.

    7.2.3  The relevant Third Party Vendor will then assist you further. If you have any difficulty, please let us know and we will be happy to assist you where we can.

    7.2.4  Supplier warranties are subject to specific terms and conditions which are usually stated in a booklet or brochure accompanying the Product under warranty. Zando does not extend this warranty to you and it will be in the Seller’s discretion what remedy it can offer you.

    7.2.5  It is your responsibility to make yourself aware of any such terms and conditions as Zando shall not be obliged to get involved in the event of a dispute.



SPECIAL RETURNS POLICIES


These policies apply to specific products available on our website and take precedence over any other terms you may have seen elsewhere in this Returns Policy.


Marketplace Returns

  • You can return a Marketplace product online by logging into your customer profile and accessing your order in the ‘My Orders’ menu. You may also contact our Customer Service Department via the contact us form here within 14 days from delivery.
  • Our Customer Service Department will put you in contract with the relevant Third Party Vendor, who will facilitate your return directly.
  • Zando is not obliged to resolve any dispute between you and Third Party Vendor.
  • All products can be returned if they are faulty, not fit for their intended purpose or do not match the sample or description within 6 months from Delivery. These products need to be returned in their original packaging with all labels attached. The Product must show no sign of usage.

Global Returns:

Please contact our Customer Loyalty team to request a return and then send the returned item to our warehouse: 7 West Building, North Precinct, Topaz Boulevard, Montague Gardens, 7441 at your own expense for processing.

Please note that the international shipping fees are non refundable for any returns of Zando Global items.


The Wedding Shop

  • You can return a Product in our Wedding Shop by contacting our Customer Service Department via the contact us form here within 7 days from delivery.
  • Our Customer Service Department will put you in contract with the relevant Third Party Vendor, who will facilitate your return directly.
  • Zando is not obliged to resolve any dispute between you and Third Party Vendor.
  • All products can be returned if they are faulty, not fit for their intended purpose or do not match the sample or description within 6 months from Delivery. These products need to be returned in their original packaging with all labels attached. The Product must be returned in the original packaging. The Product must show no sign of usage. We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned.