Return & Refund Policy
At Zani Africa, we strive to ensure you’re satisfied with your purchase. If you are not fully satisfied, we offer the following return and refund process:
Returns
We accept returns within 7 days of receiving your item.
- Eligibility for Return: To be eligible, the item must be in the same condition as received — unworn, unused, with tags still attached, and in its original packaging. A receipt or proof of purchase is also required.
- Initiating a Return: To start the return process, please create a support ticket with your order number or contact us at Ops@zaniafrica.co with your order number. Our dedicated team will get back to you within 24 hours. Once your return is approved, we’ll send you a return shipping label along with instructions.
- Return Method:
- Pickup Service: We will arrange a pickup through our courier partners for a R150 fee per return request. This fee will be deducted from your refund amount, this is only applicable for defective products.
Refund Process
- Refund Timing: Your refund will be processed within 3-5 business days after we have received your return and it passes inspection. Refunds will be issued to your Zani Wallet or the original payment method, as per your request.
- Inspection: Please ensure the return is free from non-Zani items. We cannot be responsible for items not purchased through Zani Africa.
Damages and Issues
If the item you received is defective, damaged, or incorrect, please contact us immediately by opening a ‘support ticket’ with your order number or contact us immediately at Ops@zaniafrica.co to report the issue. We will work with you to resolve it promptly.
Exceptions / Non-returnable Items
Certain items are not eligible for return, including:
- Perishable goods (e.g., food, flowers, plants)
- Custom products (e.g., personalized or special orders)
- Personal care goods (e.g., beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Please reach out if you have any questions regarding these exceptions.
Exchanges
To exchange an item, follow these steps:
- Log in to your Zani account.
- Go to your most recent order.
- Open the receipt and click on the ‘support ticket’ option.
- Describe your exchange request in the ticket and attach the link to the new product you wish to exchange.
Once your exchange is approved:
- The Zani team will respond to your ticket with guided steps
- They will provide you a coupon code equivalent to your original purchase amount
- Redeem the coupon at checkout of your new purchase request.
- You will also receive guided steps for the return of the old product.
Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, a refund will be issued to your original payment method within 3-5 business days. Please note, it can take additional time for your bank or credit card company to process and post the refund.
If you haven’t received your refund after 7 business days from approval, please contact us at Finance@zaniafrica.co.
For EU (Europe) Customers
Cancellation Rights
- Under UK and EU consumer protection laws, you have the right to cancel your order within 14 days of receiving the goods. This is known as the “cooling-off period.”
Returning Items
- To qualify for a return:
- Items must be unused, in original packaging, and in the same condition as when received.
- A receipt or proof of purchase is required.
- Refunds: Your refund will include the cost of the goods and the original standard shipping fees. You are responsible for return shipping costs unless:
- The item is defective.
- The wrong product was delivered.
Once we receive the returned goods and confirm their condition, refunds will be processed to your original payment method within 7 days.
Additional Information
- Return Costs for Non-Defective Items: If the item is not defective, the return shipping cost will be the responsibility of the customer. Zani Africa will always send our courier partners for returns.
- Contact for Returns: To initiate a return simply open a support ticket together with your order number or email us at Ops@zaniafrica.co with your order number.
International Returns
- Return Shipping Costs: For international returns, the return shipping cost is the responsibility of the customer.
- Customs Duties and Taxes: International customers may be subject to customs duties or taxes on the returned goods. Please ensure that the return is processed through a trackable shipping method to avoid complications with customs.
- Return Conditions: The return conditions (unused, original packaging, etc.) for international orders are the same as for domestic returns.