Returns Policy

Welcome to our returns portal where you can return products in exchange for other items or get a refund on your order.

Although our margins are extremely low, we do accept returns to make your customer experience better.

If you'd like to proceed with your return, click here to lodge a return via the returns portal.

Before lodging your request, please be sure to read our returns policy below to ensure that your item is eligible for a return and, if yes, to see whether there will be any admin fees charged for the return or not.

SUMMARY :

1. YOU CAN EXCHANGE MOST ITEMS FOR THE SAME OR FOR DIFFERENT ITEMS/SIZES WITHIN 7 DAYS OF DELIVERY

2. THERE MAY BE ADMIN AND SHIPPING FEES CHARGED FOR EXCHANGES DEPENDING ON THE NATURE OF THE EXCHANGE.

3. THERE ARE ADMIN AND SHIPPING FEES CHARGED FOR REFUNDS

4. ITEMS BOUGHT AT A WHOLESALE DISCOUNT OF 25% OR MORE DO NOT QUALIFY FOR REFUNDS OR EXCHANGES

5. REFUNDS AND EXCHANGES WILL BE CREDITED ACCORDING TO THE LOWER OF THE PURCHASE PRICE OR THE CURRENT PRICE.

6. PLEASE LODGE EXCHANGES VIA THE RETURNS PORTAL.

EXCHANGES :

If you are unhappy with the colour, size, quality or condition of the product or if we sent you the wrong product, we will be more than happy to exchange the product in order to satisfy your requirements. However, where applicable, a few conditions will have to be met to ensure that a fair and seamless process is followed :

  • You must notify us via the returns portal or via email of your intention to return a product, with a valid reason, within seven calendar days of the delivery/collection date. The only exception to this will be products that have a manufacturing defect and have a warranty period longer than 7 days. Please do not send your purchase back to the manufacturer.

  • The product must not be used and, where applicable, must be in its original undamaged packaging, include relevant manuals, have undamaged serial numbers, have warranty seals that are undamaged and not tampered with and contain all accessories that were sold together with the same product as a bundle.

  • Electronics and fragile items must be returned in an ESD (anti-static) bag, packed in a corrugated box with solid foam (not styrofoam) surrounding all six sides.
  • You must have a valid proof of purchase (invoice, till slip or electronic receipt)
  • The price, swing tags and description tags are attached
  • The security seal or shrink wrap is intact
  • The product must be in a perfect and resalable condition

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods (including underwear, bodysuits and intimate activewear such as leggings), hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards and vouchers
  • Software products
  • Some health and personal care items
  • Books and Media
  • Any opened product that is meant to touch intimate areas of the body such as makeup, hair pieces, leggings/tights, jewellery, certain kitchenware items such us cutlery, crockery etc.
  • Clothing with signs of use
  • Perishable products such as food or beverages
  • Custom/Personalised products
  • Unboxed deals (new products that are opened and returned because of a change of mind by the customer).
  • Consumables (Ink cartridges, toners etc)
  • Cut cables, fuses and batteries
  • Products that have been tampered with, altered, repaired by third parties or damaged.
  • Products that have not been maintained, stored, operated or installed according to given instructions.
  • Products that have not been kept in recommended climatic conditions.
  • White, Off-White, Cream, light green, light pink and similar light clothing items, including similar colour footwear and fashion accessories.
  • Underwear, including vests and bodysuits
  • Items bought on sale (with a 25% discount or more)
  • End of range (bargain basket) products
  • Products marked as B Grade
  • Items with no receipt
  • Items that are lodged for return after 7 days of collection/delivery

REFUNDS :

You are most welcome to request a refund within 7 days of delivery for most products bought online only - Refunds are not accepted in-store.

Non-defective products that are not eligible for refunds are those products listed above that are also not eligible for exchanges. You may have to cover the costs of the return depending on the nature of the return.

After 7 days and within 6 months, we will first provide you with a repair or exchange. If we cannot repair or replace your product with a similar item of equal or greater quality, we will gladly issue you with a refund.

The refund can only be made into the account that the product was paid for from. For cash purchases, refunds will have to be collected from our offices after we approve your refund and confirm a date of collection.

There are certain situations where only partial refunds are granted (if applicable) :

  • A CD, DVD, VHS tape, software, mobile phone, electronic device, video game, cassette tape, or vinyl record that has been opened;
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error;
  • Any item that was purchased on a sale;
  • Any item that is sent for return after seven days of the delivery/collection date;
  • Items that are not physical products.

Zalemart shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to follow our instructions (whether oral or in writing), improper use outside any of our specifications, damage to the goods caused by improper maintenance, service or repair by untrained personnel or technicians, and unauthorized alterations or modifications of the goods;

THE PROCEDURE :

Kindly lodge your return using our returns portal by clicking here.

    Please note that it is the responsibility of the sender to ensure successful delivery to the given address and Zalemart will not be liable for any damages or costs incurred during the process.

    An additional administration fee of 5-20% of the purchase price will be for the consumers account depending on the nature of the return. This admin fee is waived for first time online buyers who request an exchange.

      Goods that arrived damaged, short or incomplete will need to be reported within 7 days of delivery, and must include pictures of the outer box before opening (including any notices such as fragile stickers), an unboxing video showing the quantity and condition of all items, pictures of the inner box (including inner packaging) and pictures of the damaged item.

      Zalemart will not be responsible for damaged/short/incomplete goods that are purchased/collected at the store if those issues are patent and able to be seen on purchase/collection so please ensure that you or the person who purchases/collects for you checks your goods before taking them. We can only be liable for goods that are delivered by our own couriers, provided the procedure above is followed.

       

      OUR ADDRESS :

      PAXI Store Code : P4655 (Pep Cell Durban), receiver number 073 112 8708


      Zalemart, 4th Floor Office

      580 Dr Pixley KaSeme Street

      Durban Central

      Durban

      4001


      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request for an EXCHANGE or a REFUND.

      If you are approved for an exchange, you will be notified via email. Please follow the procedure on the email once you receive the notification.

        If you are approved for a refund, it will be processed once the items are returned, and a credit will automatically be applied to your credit card or original method of payment or you will be given store credit if that refund method is chosen.

        Regrettably, if the refund is rejected, you will have to cover the cost of all courier fees involved in the refund process. We can, at your request and cost, return the rejected item to you.


        LATE OR MISSING REFUNDS  :

        If you haven’t received a refund yet, first check your bank account again.

        Then. contact your credit card company. It may take some time before your refund is officially posted.

        Next, contact your bank. There is often some processing time before a refund is completed.

        If you’ve done all of this and you still have not received your refund yet, please contact us at returns@zalemart.co.za .

        GIFTS :

        If the item was marked by Zalemart as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

        If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

        If you require any further information, please do not hesitate to contact us on returns@zalemart.co.za .

        Zalemart shall endeavour to entertain all queries and requests within 7 business days of receipt or as soon as reasonably possible. 

        Our jeans are sold by the branded stores for much higher prices, so you should consider reselling sizes that do not fit you instead of exchanging. Don't miss out on this opportunity to start your own denim business. Click here to learn how.

        Thank You for your co-operation.