Refund policy

RETURNS POLICY

INTRODUCTION

We hope you love shopping at Zettuu! We want you to be happy with Your purchase.

If you are not completely satisfied, you can return the product to Us within 30 days and We will either repair / replace it or refund You, subject to the terms below.

All refunds will be processed using the same method of payment as the original purchase. Please note that refunds will only be issued to the same credit card that was used for the original purchase. Returns with a gift card or promotional coupons are eligible for exchange only. All gift cards and sale items are final sale.

  1. HOW DO I RETURN A PRODUCT?

1.1       Unsuited Products

In general, You can return an unsuited product to Us at no charge, provided:

  1. It is undamaged and unused, with the original labels and stickers still attached;
  2. It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
  3. It is not missing any accessories or parts;
  4. It is not listed as products that are not eligible for return; and
  5. You log a return on the Platform within 30 days or within 7 days for products marked “Clearance” of delivery to You of the unsuited product. After 30 days or 7 days for products marked “Clearance”, you can only return a product if it is defective within 6 months from delivery to you.

We will collect the product from you at no charge. We are entitled to refuse a return if the unsuited product is returned damaged, not in a re-saleable condition or missing any accessories.

Once We have inspected the product and validated Your return, We will refund You (if that is Your preference) with the purchase price of the product within 8 business days after receiving the returned product. Please bear in mind that the actual timing of the refund will depend on how quickly Your bank processes the request.

1.2       Defective Products

We do our best to ensure that the products We deliver to you are of a high quality and without defects. A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

We will arrange to collect the product from You at no charge. If You return a defective product to Us, but You fail to return all of the accessories that were sold with that product, We are entitled (subject to applicable law) to refuse the return, only to replace the item that You did return, or to estimate the value of the missing accessories and only to credit or refund You in respect of the returned item.

Once We have inspected the product and validated Your return, We will, at Your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or refund You (if that is Your preference) with the purchase price of the product .  Refunds are normally handled within 8 business days after receiving the returned product. Please bear in mind that the actual timing of the refund will depend on how quickly Your bank processes the request.

1.3       Products damaged on delivery

Should a product be damaged at the time of delivery, please notify Us of such delivery by logging a return on the Platform.

We will arrange to collect the product from You at no charge. Repairs and replacements could take longer, depending on parts / replacement availability.

The following will NOT be regarded as defects and will not entitle You to a return under this section:

  1. Faults resulting from normal wear and tear;
  2. Damage arising from negligence, user abuse or incorrect usage of the product;
  3. Damage arising from electrical surges or sea air corrosion;
  4. Damage arising from a failure to adequately care for the product;
  5. Damage arising from unauthorised alterations to the product; and
  6. Where the specifications of a product, although accurately described on the platform and generally fit for its intended purpose, do not suit You.

Once We have inspected the product and validated Your return, We will, at Your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or refund You (if that is Your preference) with the purchase price of the product .  Refunds are normally handled within 8 business days after receiving returned product. Please bear in mind that the actual timing of the refund will depend on how quickly Your bank processes the request.

 1.4      Incorrect Product

If We accidentally deliver the wrong product to You or if the product is not as described on the Platform (or if it is missing any accessories), please notify Us.

We will arrange to collect the product from You at no charge.

Once We have inspected the product and validated Your return, We will, at Your choice, deliver the correct product to You as soon as possible (if the correct product is available); or refund You (if that is Your preference) with the purchase price of the product within 8 business days after receiving the returned product . Please bear in mind that the actual timing of the refund will depend on how quickly Your bank processes the request.

Packaging Products to return

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to Us – regardless of whether you request a repair / replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

  1. WHAT PRODUCTS ARE NOT ELIGIBLE FOR RETURNS?

The following products are not eligible for a refund, exchange or credit:

  1. Electronic vouchers;
  2. Intimates, lingerie, swimwear, bodysuits or underwear;
  3. Jewellery for piercings;
  4. Products which have been personalised for You or made to Your specifications, unless defective.

If You return items to Us by mistake and You want these returned to You, You will be liable to reimburse Zettuu for the cost of having the product returned to You.

If You return a product that does not comply with this Policy, You will be liable to reimburse Zettuu for the cost of collecting the product from You and the cost of having the product returned to You.

  1. WHAT PRODUCTS CAN BE EXCHANGED?

Bags, footwear, Jewellery, Toys and homeware products can be exchanged for a different size provided that there is stock available at the same price as the product originally purchased. We reserve the right to inspect the product to validate Your return. In such a case, We will collect the product from You and deliver the requested product to You at no charge.

If such stock is not immediately available, We will refund You (if that is Your preference) with the purchase price of the product within 8 business days after receiving the returned product. Please bear in mind that the actual timing of the refund will depend on how quickly Your bank processes the request.

Please refer to our FAQs for some advice on making sure that Your product is returnable under this section.

  1. GIFT CARD AND PROMOTIONAL COUPONS

 4.1 There are three types of Promotional tools available for use on the Platform:

  1. a) Gift cards entitles the holder to make a purchase up to a maximum stipulated value:

 Wherever you have used a Gift Card to purchase a product that you later return for a refund in accordance with this Policy, We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Card, but We will credit Your account.

  1. b) Percentage Promotional Coupons entitles the holder a percentage discount off the sale price e.g. 10% off the sale price:

Where you have used a Percentage Promotional Coupon to pay for an order, and you or Zettuu cancels Your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Promotional Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and We will credit Your account for the balance, if any (or refund you if that is Your preference). We will also provide you with a replacement Fixed Promotional Coupon of the same value as the discount received using the original Percentage Promotional Coupon. Zettuu may in its sole discretion impose restrictions on the use of the replacement Fixed Promotional Coupon. For any subsequent cancellations or returns arising out of the same order, We will credit Your account as normal with the value of the returned product (or refund you if that is Your preference).

  1. c) Fixed Promotional Coupon entitles the holder a fixed amount as a discount off the sale price, e.g. R100 off the sale price:

Where you have used a Fixed Promotional Coupon to pay for an order, and You or Zettuu later cancels Your order (or part thereof) prior to delivery of the relevant product(s), or You log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Promotional Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and We will credit Your account for the balance, if any (or refund you if that is Your preference). We will also provide you with a replacement Fixed Promotional Coupon of the same value as the original Fixed Promotional Coupon used. Zettuu may in its sole discretion impose restrictions on the use of the replacement Fixed Promotional Coupon. For any subsequent cancellations or returns arising out of the same order, We will credit Your account as normal with the value of the returned product (or refund you if that is Your preference).

  1. STANDARD WARRANTY

 All products come with standard warranties directly from the Partners. For all warranty related queries, kindly contact the Partner directly. Zettuu is not liable for any warranty related queries.

During the warranty period the Partner will ensure that issues of defects, non-conformity and workmanship

are rectified at its expense. Zettuu is not liable to the Guest, Member or Third-party for such expenses.

  1. CONTACT

 If You have any questions about this Returns or the way in which We handle Your return, please contact Us at orders@zettuu.com.

CHANGES TO THIS POLICY

We may change this Policy at any time, in which case any amended terms shall be effective immediately upon the posting of the revised Policy and any subsequent activity in relation to the Zettuu Platform shall be governed by such amended terms. We therefore recommend that You check Our Website regularly. If You do not agree with any term in this Policy, please do not use the Zettuu Platform.

This Returns Policy was last updated on 05 November 2020