Refund policy

RETURNS & REFUNDS POLICY

Last updated: 6 September 2026

At ZARO, we want you to be happy with your purchase. If there is a problem with your order, we're here to help.

This Returns & Refunds Policy explains when and how you can return products purchased from our online store.

Nothing in this policy limits or removes any rights you may have under applicable South African consumer-protection legislation.

1. RETURNS

You may be eligible to return a product if:

  • You received the wrong product.

  • The product arrived damaged or defective.

  • The product does not match the product description in a material way.

  • You have another return right provided by applicable South African law.

For products returned because of a change of mind, the product must generally be unused, undamaged, and in its original condition and packaging, subject to any statutory rights that may apply.

2. CHANGE-OF-MIND RETURNS

Where a change-of-mind return is permitted, the following conditions apply:

  • The product must be unused and in its original condition.

  • The original packaging should be included where reasonably possible.

  • Tags, accessories, manuals, and other included items should be returned with the product.

  • The customer may be responsible for reasonable return delivery costs where permitted by law.

  • Certain products may not be eligible for change-of-mind returns due to their nature or applicable legal exceptions.

If you are unsure whether your product qualifies, contact us before sending it back.

3. DEFECTIVE OR DAMAGED PRODUCTS

If your product arrives damaged or you believe it is defective, please contact us as soon as possible.

Please provide:

  • Your order number.

  • Your name.

  • A description of the problem.

  • Clear photographs or videos showing the issue where applicable.

We may request additional information so that we can assess the problem.

If the product is confirmed to be defective or incorrectly supplied, we will provide the appropriate remedy required by applicable law, which may include a repair, replacement, refund, or other appropriate remedy.

4. WRONG PRODUCT RECEIVED

If we sent you the wrong product, please contact us before returning it.

We will arrange an appropriate solution and, where the error was caused by ZARO, we will cover the reasonable return and replacement costs as required by applicable law.

5. HOW TO REQUEST A RETURN

To request a return, contact us using the details below:

Email: [INSERT EMAIL]
WhatsApp: [INSERT WHATSAPP NUMBER]

Please include your:

  • Full name

  • Order number

  • Product you wish to return

  • Reason for the return

  • Photos/videos where relevant

Do not send a product back before contacting us unless we have instructed you to do so.

6. RETURN APPROVAL

Once we receive your return request, we will review the information and let you know whether the return is approved and what steps you need to follow.

Products returned without following the required return process may experience delays.

Where a return is required because of a defective, damaged, or incorrectly supplied product, we will handle the return in accordance with applicable law.

7. REFUNDS

Once an eligible returned product has been received and assessed, we will process the applicable refund.

Refunds will generally be made using the original payment method where reasonably possible.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

We will not unreasonably delay a refund that is legally due to you.

8. SHIPPING COSTS

If the return is due to an error by ZARO, such as receiving the wrong product, or where a product is defective or damaged and a remedy is required, ZARO will handle applicable return delivery costs in accordance with the law.

For eligible change-of-mind returns, the customer may be responsible for return delivery costs where permitted by applicable law.

9. PRODUCTS THAT CANNOT BE RETURNED

Certain products may not be eligible for return where permitted by law, including products that:

  • Have been used or damaged by the customer.

  • Cannot reasonably be returned because of their nature.

  • Have been altered or modified by the customer.

  • Are excluded from return by applicable legislation.

Any exclusion will not apply where South African law gives you a mandatory right to return the product.

10. SALE AND DISCOUNTED PRODUCTS

Sale and discounted products may be eligible for returns, refunds, repairs, or replacements where required by applicable law.

A product being sold at a discounted price does not remove statutory consumer rights relating to defective or incorrectly supplied goods.

11. EXCHANGES

If you would like to exchange a product, please contact us.

Exchanges are subject to product availability and any applicable return requirements.

Where an exchange is not possible, we may provide another appropriate remedy where required by law.

12. COURIER DELAYS OR LOST ORDERS

Once your order has been handed to the applicable delivery provider, delivery may be affected by circumstances outside ZARO's reasonable control.

If your order appears to be delayed or lost, contact us and we will assist with investigating the delivery.

Where ZARO is responsible for the issue, we will provide the appropriate remedy in accordance with applicable law.

13. COOLING-OFF RIGHTS

Certain online purchases may qualify for a statutory cooling-off period under South African law.

Where a cooling-off right applies, you may have the right to cancel the transaction within the applicable period, subject to the requirements and exceptions provided by law.

This policy does not remove or restrict any statutory cooling-off rights that apply to your purchase.

14. IMPORTANT NOTE ABOUT CONSUMER RIGHTS

Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or waive any consumer rights that cannot legally be excluded under South African law.

If any part of this policy conflicts with a mandatory legal requirement, the applicable law will take precedence.

15. CONTACT US

For all return and refund enquiries, please contact:

ZARO
Email: zaro010612@gmailcom
Location: South-Africa

Please include your order number when contacting us so that we can assist you as quickly as possible.

© 2026 ZARO. All rights reserved.