Refunds, Returns & Exchanges Policy
Returns, Refunds, Exchanges & Cancellations Policy
At ZBSCollection, we are committed to creating high-quality handcrafted products and providing excellent customer service.
Many of our products are handmade or made to order, which means that some items may be produced specifically for you after your order is placed. Please read this policy carefully before placing an order.
Our Handmade & Made-to-Order Products
Many ZBSCollection products are individually handcrafted or made to order. Because materials, labour and production may be committed specifically to an order, certain products may not be eligible for return, exchange or cancellation for customer-related reasons once production has started.
This policy does not exclude, restrict or limit any consumer rights or remedies that cannot legally be excluded under applicable South African consumer protection laws.
Returns
Where a return is permitted under this policy or applicable law, you must contact ZBSCollection within 7 days of receiving your order.
Returns are not generally accepted for:
- Change of mind
- Incorrect colour or fabric selection made by the customer
- Incorrect size selected by the customer
- Custom-made or personalised products
- Made-to-order products where production has already started
- Other customer-selected options where the product has been made specifically according to the customer's instructions
These exclusions do not apply where a product is defective, damaged, incorrectly supplied, or where applicable law provides the customer with a right or remedy.
Return Eligibility
Where a return is accepted, the product should generally be:
- In the same condition in which it was received
- Unworn or unused
- Returned with its original tags, where applicable
- Returned in its original packaging, where applicable
- Accompanied by proof of purchase
These conditions do not override any statutory consumer rights that may apply.
Defective, Damaged or Incorrect Items
Please inspect your order after delivery and contact ZBSCollection as soon as reasonably possible after discovering any issue if:
- The product is defective
- The product was damaged during delivery
- You received an incorrect product
- The product does not correspond with what you ordered
When contacting us, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where applicable
We will assess the reported issue and advise you of the appropriate next steps.
If the issue is confirmed to be the responsibility of ZBSCollection, we will provide an appropriate remedy in accordance with applicable South African consumer protection laws. Depending on the circumstances and applicable law, this may include repair, replacement, refund or another appropriate remedy.
If an identical replacement is unavailable, we will contact you to discuss an appropriate alternative or other remedy available under applicable law.
Replacements
ZBSCollection may replace a product where it is confirmed to be:
- Defective
- Damaged during delivery
- Incorrectly supplied
Replacement requests are subject to assessment and verification of the reported issue.
For handmade or made-to-order products, an approved replacement may require additional production time. We will provide an estimated timeframe when the replacement is approved.
Exchanges
Where an exchange is permitted, the customer may be required to return the original product before an exchange can be processed or before a new order is placed.
Where applicable, exchange requests should generally be made within 7 days of receiving the order.
Products eligible for an exchange should generally be:
- Unworn or unused
- In their original packaging, where applicable
- Returned with tags attached, where applicable
- Accompanied by proof of purchase
Custom-made, personalised or made-to-order products may not be eligible for exchange for customer-related reasons, particularly where production has already started.
Sale or clearance products may also have limited exchange eligibility for customer-related reasons.
These exclusions do not apply where applicable South African consumer protection laws provide otherwise.
Refunds
ZBSCollection does not generally provide refunds for change of mind, incorrect customer selections, or orders that have entered production, where applicable law permits these exclusions.
For products that are defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer protection laws, ZBSCollection will assess the matter and provide the appropriate remedy required by law. Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.
Where applicable law requires a refund or another remedy, ZBSCollection will provide that remedy.
Nothing in this policy is intended to exclude, restrict or limit any consumer right or remedy that cannot legally be excluded under applicable South African consumer protection laws.
Refund Processing Time
Where a refund has been approved, ZBSCollection will process the refund within 7 business days after the refund has been approved and, where applicable, the returned product has been received and assessed.
The time taken for the refunded amount to appear may vary depending on the original payment method and the customer's financial institution.
Order Cancellations
Orders may be cancelled before production begins.
Once production has started on a handmade, custom-made or made-to-order product, cancellation may no longer be possible because materials, labour and production resources may already have been committed to the order, subject always to any rights provided by applicable law.
If you wish to cancel an order, please contact ZBSCollection as soon as possible after placing the order.
Cancellation requests should include your:
- Order number
- Full name
- Contact details
- Reason for the cancellation
We will confirm whether the order can still be cancelled based on its production status and applicable law.
Return Shipping Costs
Where a return is approved for a customer-related reason, the customer is generally responsible for the cost of returning the product to ZBSCollection, unless applicable law provides otherwise.
If a product is confirmed to be defective, damaged, incorrectly supplied, or otherwise requires a return at ZBSCollection's responsibility, we will provide instructions regarding the applicable return shipping arrangements.
We recommend using a tracked shipping service when returning a product where the customer is responsible for arranging the return. ZBSCollection cannot be responsible for items lost during return transit where the customer independently arranged the return.
Non-Returnable Products
The following products generally cannot be returned for change of mind or customer-related reasons, unless applicable law provides otherwise:
- Handmade or made-to-order products
- Custom-made products
- Personalised products
- Products already in production
- Gift cards, where applicable
- Sale or clearance products, where applicable
This does not affect any rights a customer may have where a product is defective, damaged, incorrectly supplied, or where applicable South African consumer protection laws provide a right to return or another remedy.
Consumer Rights
ZBSCollection respects applicable South African consumer protection laws.
Nothing in this policy is intended to exclude, restrict or limit any consumer right or remedy that cannot legally be excluded.
Where a statutory consumer right applies, that right takes precedence over any conflicting provision of this policy.
Contact Us
If you have questions about returns, refunds, exchanges, replacements or cancellations, please contact us.
ZBSCollection
📧Email: info@zbscollection.com
📞Phone / WhatsApp: +27 71 848 8753
📍Location: 12 Delphinium Street, Winchester Hills, Johannesburg, Gauteng, South Africa, 2091
Business Hours:
Monday–Saturday: 09:00–18:00 SAST
Sunday: Closed
We aim to respond to customer enquiries within 24 hours.