Returns and Refunds Policy

The short version:if you've changed your mind, you have 7 days from delivery to send it back unused, at your cost. If something is actually wrong with the product, you have 6 months, and we'll sort it out.

1. Changed your mind

In terms of section 44 of ECTA, you may cancel your order within 7 days of receiving it, without giving a reason and without penalty.

To qualify, the product must be returned unused, unwashed and in its original, resaleable condition, with all packaging, inserts and tags intact.

We inspect every returned item. We consider a product used if it shows any of the following: it has been washed, it carries sand, sunscreen, chlorine, salt water, perfume, smoke or pet hair, the tags have been removed, the fabric shows creasing, pilling or snagging consistent with use, or the zip shows wear. A product in any of those conditions cannot be resold, and we cannot accept it as a change-of-mind return.

You are responsible for arranging and paying the cost of returning the product to us. This is provided for in section 44(2) of ECTA. The product remains your responsibility until it reaches us, so please use a tracked courier service and keep your tracking number.

This right applies to natural persons who bought online. It does not apply to purchases made by companies, close corporations or trusts.

2. We don't offer exchanges

We sell one product in a range of sizes and colours, and we're a small operation. Running exchanges means holding stock aside, tracking parcels in both directions, and delaying the customer either way, so we've chosen not to offer them.

Please use the sizing guide on the product page before you order. It shows the dimensions of each size and who each one suits. If you're between sizes or unsure, email us at info@ziptique.storebefore you buy and we'll help you choose.

If you'd prefer a different variant, and the product is still unused and within the 7-day window, return it under section 1 for a refund and place a new order. You're welcome to place the new order straight away rather than waiting for the refund to land.

3. Faulty, damaged or incorrect items

This is different from changing your mind, and different rules apply.

If your Ziptique Zippa Towel is defective, arrives damaged, or isn't what you ordered, you may return it within 6 months of delivery in terms of section 56 of the Consumer Protection Act. You choose whether we repair it, replace it, or refund you.

Start by emailing info@ziptique.store with your order number and clear photographs of the problem. Most claims can be settled from photos alone without you having to send anything back. Where we do need the product returned, we arrange and pay for the collection.

Please report transit damage or an incorrect item within 7 days of delivery so that we can take it up with the courier while their claim window is still open.

This does not cover:

• normal wear and tear, fading or pilling from ordinary use over time
• damage from misuse, or from using the product for something it wasn't designed for
• damage caused by not following the care instructions supplied with the product
• alteration or repair by anyone other than us
• damage that happened after delivery

If we assess a returned product and find no manufacturing defect, or find that the damage falls into one of the categories above, we can't repair, replace or refund it. We'll send it back to you at your cost or hold it for collection.

4. Discounted and promotional items

Products bought on sale, with a discount code, or as part of a promotion are returnable on exactly the same terms as full-price items. A discount does not change your 7-day cancellation right or your 6-month right in respect of a defective product.

Where an item is clearly marked as clearance, a second, or sold as-is because of a specific fault we have disclosed to you and you have accepted, that particular fault is not grounds for a return. Any other defect still is.

Refunds on discounted items are calculated on the price you actually paid, not the full retail price.

5. Cancelling a pre-order

You may cancel a pre-order at any time before it is dispatched, for any reason, and we will refund you in full. Just email info@ziptique.store with your order number.

If we can't fulfil your pre-order within the timeframe stated on the product page or in your order confirmation, we'll let you know, and you can either wait for the revised date or cancel for a full refund.

Once a pre-order has been dispatched it is treated like any other order, and sections 1 and 3 apply.

6. Undelivered parcels and failed deliveries

Please double-check your delivery address at checkout. If a parcel is returned to us because the address was incorrect or incomplete, or because nobody was available to accept it after our courier's delivery attempts, you can choose between:

• Redelivery, with the redelivery cost for your account; or
• A refund of the order, less the original delivery cost we have already paid.

Email us at info@ziptique.storeand we'll set it up.

7. How to start a return

1. Email info@ziptique.store within the applicable window, with your order number and the reason for the return. Include photographs if the item is faulty or incorrect.
2. Wait for our reply. We'll confirm whether the return is approved and give you the return address, or arrange collection where we're covering it. Please don't send anything back before you hear from us, as unannounced returns can go astray.
3. Pack it properly in its original packaging, with all tags still attached if it's a change-of-mind return.
4. Send it with a tracked service and send us the tracking number.

We aim to acknowledge every return request within 2 business days.

8. Refunds

Once we've received the product and confirmed it meets the conditions of this policy, we'll process your refund within 10 business days, and in any event within the 30-day period required by law.

Refunds are made to the original payment method through Payfast. We can't refund to a different card or account, or pay out in cash.

Your bank or card issuer may take a few additional working days to reflect the money in your account, which is outside our control.

Where the refund is for a change of mind, we refund the price of the product. The original delivery charge is not refunded, and the cost of returning the item to us is yours.

Where the refund is for a faulty, damaged or incorrect item, we refund the full amount you paid, including the original delivery charge, and we cover the cost of getting the item back to us.

If your order qualified for free delivery and a partial return brings it below the R600 threshold, we may deduct the standard delivery charge from the refund.

9. Contact

Brandcore Media (Pty) Ltd t/a Ziptique
Email: info@ziptique.store
Telephone/WhatsApp: +27 71 227 6426

If we can't resolve a complaint to your satisfaction, you can refer it free of charge to the Consumer Goods and Services Ombud at www.cgso.org.za, 0860 000 272, or complaints@cgso.org.za.