Refunds and Returns

RETURNS POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, issue a voucher to the value of your purchase or institute a cash refund, subject to the below terms. This Policy applies to products bought from Ziigie itself and from Third Party Sellers. Please note that DONATIONS WILL NOT BE REFUNDED.

This Policy forms part of the Ziigie Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

To initiate the Returns process, you must log in to your account, go into your purchase history and request to make a return. Or send an email to info@ziigie.com stating your cart reference number, the item that you wish to return and the reason for the return.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your cart number and/or return reference number on the outside of the parcel;
  • include all accessories and parts that were sold with the product;
  • clearly state that the product is a return/repair on the shipping label; and
  • secure the shipping label on the package.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

 

  1. Unwanted products

1.1. You can return an unwanted product to us, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
  • it is not missing any accessories or parts; and
  • you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective.

Note that this is subject to the terms of each product listing and may not apply to all Products and Services sold on the website.

You must return the product to us via Registered Parcel Post. Once we have inspected the product and validated your return, we will issue you a Voucher with a value equal to the purchase price of the product being returned within 10 days of the return (or refund you if that is your preference).

Please note that Vouchers issued for returns will be the full value of the product being returned. Vouchers can be used to purchase anything on Ziigie.com. Cash refunds will be made net of sales processing fees, delivery costs and bank charges on reimbursement.

1.2. Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
  • a beauty product or fragrance which has been used; or
  • a product which has been personalised for you or made to your specifications; and
  • any other Goods that by reason of their nature cannot be returned.

You must return the product to us via Registered Parcel Post. Once we have inspected the product and validated your return, we will issue you a Voucher with a value equal to the purchase price of the product being returned within 10 days of the return (or refund you if that is your preference).

Please note that Vouchers issued for returns will be the full value of the product being returned. Vouchers can be used to purchase anything on Ziigie.com. Cash refunds will be made net of sales processing fees, delivery costs and bank charges on reimbursement.

1.3. Want to exchange?

Products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, you must return the item to us via Registered Parcel Post and we will send you the requested product via the same means at no charge. If such variation is not available, we will issue you a Voucher with a value equal to the purchase price of the product being returned within 10 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return. Please refer to Sections 1.1 and 1.2 above to make sure that your product is returnable under this section.

Please note that Vouchers issued for returns will be the full value of the product being returned. Vouchers can be used to purchase anything on Ziigie.com. Cash refunds will be made net of sales processing fees, delivery costs and bank charges on reimbursement.

1.4. Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and return the item to us via Registered Parcel Post at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in Section 2 below. 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 issue you a Voucher with a value equal to the purchase price of the product being returned within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return on the Website or sending an email to info@ziigie.com.

Please return the item to us via Registered Parcel Post at no charge. 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 issue you a Voucher with a value equal to the purchase price of the product being returned within 10 days of the return (or refund you if that is your preference).

3: Defective products

We and the Seller do our best to ensure that the products we deliver to you are of a high quality and without defects.

3.1. What is a defect? 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.

3.2. The following will NOT be regarded as defects and will not entitle you to a return under this Section 3:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea/air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

3.3. Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery/collection of the product (except in the case of an extended supplier warranty, which is set out below, and subject to the terms and conditions specified for the product).

You can do so by logging a return on the Website, and return the item to us via Registered Parcel Post at no charge. Once we have inspected the product and validated your return, we will at your choice repair/replace the product (if such repair/replacement is possible) or issue you a Voucher with a value equal to the purchase price of the product being returned within 10 days of the return (or refund you if that is your preference). If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund.

3.4. Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

3.5. Extended Supplier Warranty (stipulated on product page)

A product may have a Seller/supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery/collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended Seller/supplier warranty period after delivery/collection of the product.

You can do so by logging a return on the Website, and we will facilitate your return of the product to the Seller/supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the Seller/supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the Seller/supplier or manufacturer’s discretion what remedy it can offer you. Ziigie is under no obligation to provide you with a credit, repair/replacement, as your remedy lies with the Seller/supplier or manufacturer. However, since we want your experience to be as good as possible, if the Seller/supplier or manufacturer has offered you a repair/replacement within the applicable extended supplier warranty and it takes longer than 21 days, please contact us at info@ziigie.com and we will work together to arrive at a suitable remedy.

4: Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Ziigie 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 the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned Product(s) (as applicable), and we will issue a Voucher for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Ziigie may in its sole discretion impose restrictions on the use of the replacement Fixed 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).

Where you have used a Percentage Coupon  to pay for an order, and you or Ziigie 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 the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will issue a Voucher for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Percentage Coupon of the same value as the discount received using the original Percentage Coupon. Ziigie may in its sole discretion impose restrictions on the use of the replacement Percentage 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).

Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will issue you another Voucher to the value of the return.

5: eBook and Downloadables Returns

eBooks and Downloadables are treated differently to other products when it comes to returns, given their digital nature and the fact that technical knowledge of eBooks and Downloadables may be required to assist you if the eBook, Downloadable, or its Link does not work. Once you purchase an eBook or Downloadable, we will only allow you to return it if defective.

5.1. Any defect in an eBook, downloadabke or its Link shall be dealt with as follows:

Should you experience any problems in using the Link to access the eBook or Downloadable, in opening or reading the eBook or Downloadable itself, or if the eBook or Downloadable is defective in some other way (missing pages, incorrect book, etc), please log a return on the Website as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. This will create a support request for you.

As a result, we will investigate the possible cause/s of the problem and how to rectify them. We may need to liaise with the relevant service providers to assess and rectify the problem or to issue you with a new Link so that you can get a replacement eBook or Downloadable of the same title and nature.

If the eBook or Downloadable is defective, we will at your choice replace it (if such replacement is possible) or issue a Voucher with a value equal to the purchase price of the eBook or Downloadable (or refund you if that is your preference).

6: Charges

If you return a defective product (excluding eBooks and Downloadables) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (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 parts and only to credit or refund you in respect of the returned item.

If you return a product (excluding eBooks and Downloadables) that does not comply with this Policy, you may be liable to reimburse Ziigie for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations be refunded.