Refund Policy
Contact: support@zanelejohannesburg.com
Thank you for shopping with Zanele Johannesburg.
We hope you are completely satisfied with your order. However, if for any reason you are not satisfied, you may return your item in accordance with the policy below.
Return Eligibility
To be eligible for a return, items must meet the following conditions:
- The product must not have been used, worn, or washed.
- All original tags, packaging, and accessories must be included.
- Items must be returned in the same condition in which they were received.
Returns that do not meet these conditions will not be accepted or refunded.
Please note: Items marked as Final Sale, Seasonal Sale, or Personalised are not eligible for return or refund.
Return Period
You may request a return within 30 days of receiving your order.
Any return request submitted after this period cannot be accepted.
Return Procedure
To initiate a return, please contact our Customer Service team at support@zanelejohannesburg.com and provide the following information:
- Your order number
- The reason for the return
- A photo of the product (and any defect, if applicable)
- Your full name
- Your delivery address
Once your request has been reviewed, our team will provide you with detailed return instructions, including return authorisation and the address of our central warehouse in Asia, where all returns must be sent.
Returns sent without prior authorisation will not be accepted or processed.
Return Shipping Costs
Return shipping costs are the responsibility of the customer.
As our central warehouse is located in Asia, international shipping costs may vary depending on your location.
We recommend using a tracked shipping service to ensure that your return is safely received.
Zanele Johannesburg cannot be held responsible for lost, delayed, or untracked returns.
A processing and restocking fee (generally €10 per returned item) may apply to cover administrative costs.
Refunds
Once your returned item has been received and inspected, we will send you a confirmation email.
If your return is approved:
- Your refund will be issued to the original payment method used for your order.
- Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
Shipping costs and any applicable restocking fees are non-refundable.
Damaged, Defective, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 5 days of receiving your package.
Please include clear photos of the issue, your order number, and a brief description of the problem.
Our quality team will review your case as quickly as possible and offer a replacement or refund where appropriate.
Claims submitted after the 5-day period may not be accepted.
Cancellations
Our orders are processed automatically to ensure the fastest possible preparation and shipping.
For this reason, we recommend submitting any modification or cancellation request within one hour of purchase.
However, we cannot guarantee that an order can be modified or cancelled after this period, as processing is automated and the order may already have been forwarded to the carrier.
In exceptional cases, it may still be possible to modify or cancel an order before it has been shipped, depending on its processing status at the time of the request.
If the order has already been shipped, any cancellation request will be subject to the carrier's terms and may no longer be possible. In this case, you will need to wait for delivery and, if you wish, submit a return request in accordance with this policy.
Important Information
- All returns are shipped to and processed through our central warehouse in Asia.
- Any return sent to an address other than the one provided in your return authorisation will be refused.
- Refunds are only issued after the returned items have been physically received and inspected at our warehouse.
Legal Information
This Return Policy is designed in accordance with applicable European e-commerce standards while taking into account our international logistics operations.
By completing a purchase with Zanele Johannesburg, you acknowledge that you have read and accepted this Return Policy.
Zanele Johannesburg
Customer Service: support@zanelejohannesburg.com