Refund policy
Refund policy
Exchanges and Refunds
Exchanges and Refunds must be logged within 14 days of item(s) being delivered. Once 14 days have passed from the date of delivery, we cannot offer you a refund or exchange. Only one exchange OR refund is available per order.
We are committed to providing you with a quality product.
To be eligible for an exchange or refund, your item(s) must be Unused, in a re-sellable condition and in its original packaging. Item(s) that have been damaged or packaging that have been damaged will not be eligible for exchange or refund and may in some instances incur a handling fee.
Orders done in the incorrect sizing, will not be exchanged.
Non-returnable items:
The following items will not qualify for exchanges or refunds:
· Items bought on Sale;
· Discount Coupons; and
· A product that has been misused or purposely damaged
· Shipping Fees
All items that was bought at a market or expo, are eligible ONLY for exchanges at the market and expo and ONLY for the duration of the market or expo where the item was purchased. No items will be exchanged thereafter. An original receipt will be required.
Exchanges (if applicable)
If you need to exchange, send us an email at info@zoneone.co.za and review the exchange process and shipping in the policy.
Exchange Process:
One exchange per order is allowed.
Option 1 - We collect the parcel from your address
1. Email us on info@zoneone.co.za with the invoice number and item size and description.
2. Wait to receive the approval confirmation via email
3. If you want us to collect the item(s) we will arrange collection from the address, it was delivered to.
4. We will make a booking with the courier to collect the parcel from your address and send you the waybill via email. Please print the document attached to ensure that you have two copies of the waybill. Attach all copies to the return parcel. If you are unable to print this waybill, you are welcome to request assistance from the courier collecting your parcel.
5. Exchanges are only available to customers who have made a purchase in the past 14 days.
6. Your exchange can take between 10 to 14 working days to complete.
Option 2 - You arrange your own courier
1.Email us on info@zoneone.co.za with the invoice number and item size and description.
2. Wait to receive the approval confirmation via email, you will have to provide us with your #RMA number when shipping the parcel to our address.
3. Once your refund exchange is submitted, you have 7 days to return the parcel.
4. Send the parcel to the following address: Zone One Creative Studio 32 Raats Drive, Table View, Western Cape.7441.
5. Contact number: 0737617097
6. Exchanges are only available to customers who have made a purchase in the past 14 days
7. Your exchange can take between 10 to 14 working days to complete
Option 3 - Make an appointment to exchange in store
1. Email us on info@zoneone.co.za with the invoice number, item size and description.
2. Wait to receive the approval confirmation via email.
3. Arrange an appointment (Call or Whatsapp) on 0737617097
4. Address: Zone One Creative Studio, 32 Raats Drive, Table View, Western Cape, 7441.. Weekdays only
5. Exchanges are only available to customers who have made a purchase in the past 14 days
6. Your exchange can take between 10 to 14 working days to complete.
In the event that a parcel is returned for an exchange without the #RMA Number, we cannot guarantee that the exchange will be completed within 10-14days. We reserve the right to decline a return or exchange that does not comply with our requirements.
To qualify for exchanges or refunds:
· Exchanges are only available to customers who have made a purchase in the past 14 days
· Your item(s) must be Unused, in a re-sellable condition and in its original packaging. Item(s) that have been damaged or will not be eligible for exchange or refund, and may in some instances incur a handling fee
· Non-returnable Items as listed in this policy
Refunds (if applicable)
Once your returned item(s) 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 refund and request your banking details.
If you are approved, refunds will only be processed back into the account used for the original payment. Once the necessary information is send to our accounts department, please allow up to 7 days for the refund to be processed.
Please note that purchases made before the start of a sale or promotional discount are not eligible for price adjustments or refunds to match the new sale price. Discounts and promotions apply only to new purchases made during the promotional period and cannot be applied retroactively to past orders.
All items brought at a Market or Expo DO NOT qualify for Refunds and cannot be returned.
NB: Shipping fees are non-refundable.
Late or missing refunds (if applicable)
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 posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@zoneone.co.za.
Sale items /Bargain Box Items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping
You will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable. Should you request the item to be collected for a refund, the cost of return shipping will not be deducted from your refund, please proceed to pay the return courier shipping fee separately. If you return the parcel to be exchanged for another size, we will courier the exchanged item to you for free.
One exchange per order is allowed.
Depending on the area where you reside/work/relax, will influence the delivery timeframe for your exchanged product to reach you.
Product Variations from Product Photo
Variations may occur on similar styled items.
Actual colour of the product may appear different from the product photo due to lighting.
Our logo is an important part of our brand identity. The placement of the Artist’s Friend logo may vary.
