Refund policy

Refund & Return Policy – Zyra Belle™

At Zyra Belle™, we are committed to providing quality products and excellent customer service in accordance with the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

By placing an order with Zyra Belle™, you agree to the terms below.

1. Returns Eligibility

You may request a return, replacement, repair, or refund under the following conditions:

A. Defective, Damaged, or Incorrect Products

If your item:

  • arrives damaged,
  • is defective,
  • is materially different from what was ordered, or
  • does not function as intended,

you are entitled under South African consumer law to request:

  • a repair,
  • replacement, or
  • full refund,

within 6 months of delivery.

Zyra Belle™ reserves the right to inspect the product before approving a refund or replacement.

B. Change-of-Mind Returns

Due to hygiene, cosmetic, beauty, and personal care considerations, Zyra Belle™ does not generally accept returns for:

  • buyer’s remorse,
  • incorrect selection by the customer,
  • dissatisfaction with colour or style variations,
  • products that have been used, opened, or unsealed.

However, unused products in their original packaging may be considered for return at our discretion within 7 days of delivery.

Approved discretionary returns may:

  • be subject to a reasonable handling/restocking fee,
  • exclude original shipping fees,
  • require the customer to pay return courier costs.

South African law does not automatically require retailers to accept returns for simple buyer’s remorse unless specific cooling-off provisions apply.

2. Cooling-Off Rights for Online Purchases

In accordance with the ECTA, customers purchasing goods online may cancel qualifying orders within 7 days after delivery, provided:

  • the product is unused,
  • returned in substantially original condition, and
  • not excluded for hygiene or safety reasons.

Customers are responsible for direct return shipping costs unless otherwise required by law. Refunds will be processed after the returned goods are received and inspected.

3. Non-Returnable Items

For hygiene, health, and safety reasons, the following items are non-returnable unless defective:

  • opened beauty products,
  • used skincare tools,
  • opened cosmetic accessories,
  • personal care products,
  • intimate-use items,
  • gift cards,
  • clearance or final-sale items.

Returns may also be refused where:

  • products have been misused,
  • accidental damage occurred after delivery,
  • items were altered,
  • original components/accessories are missing.

4. Return Conditions

To qualify for a return:

  • proof of purchase/order number is required,
  • items must be returned in original packaging where reasonably possible,
  • all accessories, manuals, and components must be included,
  • products must not show unreasonable wear, misuse, or intentional damage.

Zyra Belle™ may refuse returns that do not comply with these conditions where legally permitted.

5. Refund Processing

Once your return is received and inspected:

  • approved refunds are processed within 15 business days,
  • refunds are issued to the original payment method where possible,
  • original shipping fees are non-refundable unless the return is due to our error or a defective product.

Banks and payment providers may take additional time to reflect funds.

6. Exchanges

We may offer exchanges for:

  • defective items,
  • incorrect products shipped,
  • size or colour issues where applicable and stock is available.

Exchange requests remain subject to inspection and approval.

7. Return Shipping

Defective or Incorrect Items

Where legally required under the CPA, return shipping costs for defective or incorrect goods will be covered by Zyra Belle™.

Change-of-Mind Returns

Customers are responsible for:

  • return courier fees,
  • safe packaging of returned items,
  • risk of loss or damage during return transit.

We recommend tracked courier services.

8. Order Cancellations

Orders may only be cancelled before dispatch.

If an order has already been packed, processed, or shipped, cancellation may:

  • be denied, or
  • incur handling and courier recovery fees where legally permissible.

9. Chargebacks & Fraud Prevention

Zyra Belle™ reserves the right to:

  • refuse refunds where fraud or abuse is suspected,
  • request identity verification,
  • dispute unlawful or fraudulent chargebacks.

False chargeback claims may be reported to relevant financial institutions or authorities.

10. Consumer Rights

Nothing in this policy limits or replaces any rights granted to consumers under applicable South African law, including the CPA and ECTA.