Refund policy

Returns & Refund Policy

Last updated: 26 October 2026

At Zolani Capetown, we want you to feel happy with your purchase. If something is not quite right, contact us and we will help you with the next steps.

This policy applies to purchases made through Zolani Capetown. It does not limit your rights under applicable South African consumer law, including the Consumer Protection Act (“CPA”) and Electronic Communications and Transactions Act (“ECTA”).

1. How Returns Work

Please contact us before returning an item so we can provide the correct return address and instructions.

Products may be fulfilled by international partners. Our return destination is located in China. Any overseas return requirement and associated costs must be clearly disclosed before purchase.

Please do not return items to the address on the parcel unless we confirm that it is the correct return address.

Our return process will not prevent or unreasonably delay you from exercising your statutory rights.

2. Return Request Timeframe

You may request a change-of-mind return within 30 calendar days after receiving your order.

Email contact@zolani-capetown.com with:

• Your order number.

• The item you would like to return.

• Your reason for returning it, if you wish to provide one.

• Photos where possible if the item is damaged, defective, incorrect or not as described.

This 30-day period does not limit statutory rights that apply for longer.

Where ECTA’s cooling-off provisions apply, you may cancel an eligible online purchase without a reason or penalty within seven days after receiving the goods, subject to statutory exceptions. Only direct return costs may be charged, and payments must be refunded within 30 days of cancellation.

3. Change-of-Mind Returns

Under our additional 30-day return policy, items must be:

• Unworn and unwashed.

• In their original condition.

• Free from damage, stains and strong odours.

• Returned with their original tags attached.

You may reasonably inspect an item and try it on indoors. Please include the original packaging where possible.

These conditions apply to our voluntary return policy and do not override statutory cancellation or defective-product rights.

4. Sale Items

Sale, discounted and promotional items are covered by the same return policy unless a lawful, product-specific exception was clearly disclosed before purchase.

Buying an item at a discount does not remove your statutory rights.

5. Hygiene-Sensitive and Personalised Items

Special conditions may apply to personalised products or hygiene-sensitive items, such as underwear, swimwear and pierced earrings.

Any exclusions from our voluntary return policy will be clearly stated before purchase. They apply to statutory returns only where the law permits.

Faulty or incorrect items remain subject to applicable consumer protections.

6. Return Shipping Costs

For change-of-mind returns, you pay the direct return shipping costs unless we agree otherwise.

If a return must be sent internationally, we will provide the destination and explain the return arrangements. This requirement must also be disclosed before purchase.

We recommend tracked shipping and keeping your proof of postage. Responsibility for a parcel lost during return transit will be assessed according to the circumstances and applicable law.

For qualifying defective-product returns, we will arrange or cover return shipping as required by law.

7. Faulty, Damaged or Incorrect Items

If an item arrives damaged, defective, incorrect or materially different from its description, email contact@zolani-capetown.com as soon as reasonably possible.

Include your order number, a description of the problem and photographs where available.

Where CPA section 56 applies, goods that fail the statutory quality requirements within six months after delivery may be returned at our risk and expense. You may choose a repair, replacement or refund as provided by law.

If a qualifying repair fails or another defect appears within three months after repair, the applicable replacement or refund rights remain available.

Normal wear, misuse or damage caused after delivery does not automatically qualify as a product defect.

8. Alternative Solutions

Where appropriate, we may offer an alternative, such as a replacement, partial refund or store credit.

You are free to accept or decline an alternative. We will not require you to accept store credit or a partial refund instead of a monetary refund to which you are legally entitled.

9. Refunds

For returns under our additional 30-day change-of-mind policy, we will inspect the returned item and explain the outcome.

Approved refunds under that voluntary policy will be issued within 14 business days after receipt and inspection. Any shorter statutory deadline takes priority.

Refunds will normally be sent to the original payment method. Your bank or payment provider may need additional processing time.

Original delivery charges are not refunded under our additional voluntary policy unless agreed otherwise. Where a statutory cancellation requires repayment of those charges, we will refund them.

We do not charge restocking or administration fees for valid statutory cooling-off returns.

10. Exchanges

Exchanges depend on stock availability.

If you need another size or colour, contact: contact@zolani-capetown.com. We will explain the available options and any applicable delivery costs before proceeding.

This does not affect your right to a replacement where required by law.

11. Order Cancellations

If you wish to cancel before dispatch, contact us immediately at contact@zolani-capetown.com

We will make reasonable efforts to stop the shipment. If your order has already been dispatched, we will explain how to return it.

Processing or dispatch does not remove any applicable statutory cancellation or return rights.

12. Delivery Issues

If tracking shows delivery but you cannot find your parcel, check with your household, reception, neighbours and the carrier where appropriate.

If it is still missing, email contact@zolani-capetown.com with your order and tracking numbers. We will investigate with the carrier.

A tracking status alone does not automatically determine responsibility or remove your rights.

If you entered an incorrect address, contact us immediately. We will try to correct it before dispatch and explain any reasonable, lawful redelivery costs.

13. Contact Us

For return requests, refunds or order issues, email:

contact@zolani-capetown.com

We encourage you to contact us so we can help resolve the issue. This does not restrict your right to contact your bank, payment provider, an appropriate consumer body or a court.