Please note that all outstanding orders have been shipped and our help desk will remain open. We are all doing our best and we appreciate your support and patience. We thank you so much for being a Zasttra member and customer.

How do I return my purchase?

RETURNS: IF THE ITEM IS SOLD BY ZASTTRA STORE NOT A 3RD PARTY SELLER.
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from Zasttra Marketplace itself and from South African Third Party Sellers. This policy excludes products sold by International Sellers. Please note that eBooks are dealt with separately in section 4 below.
This Policy forms part of the Zasttra Marketplace’s Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
  • it is not missing any accessories or parts; and
  • you log a return on the Website within 7 daysof delivery to you or return by you of the unwanted product. After 7 days, you can only return a product if it is defective.

Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

  • a special order item with future shipping days (SHIPS IN OVER 7 DAYS) of over 7 working days; normal cancellations are not accepted; forced cancellations will incur a 15% restocking charge;
  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • all clearance items;
  • all auction items;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
  • a beauty/health product, personal care items, or fragrance which has been used; or
  • a product which has been personalised for you or made to your specifications.

We will arrange the return of the product from you at a charge, please see here for shipping rates. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Want to exchange?
Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will arrange the return of the product from you (see rates) and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will arrange the return of the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in paragraph 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / return, please us within 24 hours of such delivery.
We will refund the reasonable courier costs of returning damaged goods via door to door courier or pargo to a maximum of R99.  We may inspect the goods to confirm that they are defective before we do so. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product and return shipping (or refund you if that is your preference).
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Standard Warranty
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery / return of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange  the return of the product once a shipping request is made here or you can use your own courier. We will refund the reasonable courier costs of returning defective goods via door to door courier to a maximum of R99.  We may inspect the goods to confirm that they are defective before we do so. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / return, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty periodafter delivery / return of the product.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Zasttra Marketplace is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer.

4: Vouchers & Coupons
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Where you have used a Fixed Coupon to pay for an order, and you or Zasttra Marketplace later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Zasttra Marketplace may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a Percentage Coupon to pay for an order, and you or Zasttra Marketplace later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Zasttra Marketplace may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.

5: eBook Returns
eBooks are treated differently to other products when it comes to returns, given their digital nature and the fact that technical knowledge of eBooks may be required to assist you if the eBook or its Link does not work.Once you purchase an eBook, we will only allow you to return it if defective.
Any defect in an eBook or its Link shall be dealt with as follows:

  • Should you experience any problems in using the Link to access the eBook, in opening or reading the eBook itself, or if the eBook is defective in some other way (missing pages, incorrect book, etc), please email us as soon as reasonably possible after you become aware of the problem, but in any event within 6 monthsof purchase. This will create a support request for you.
  • As a result, we will investigate the possible cause/s of the problem and how to rectify them. We may need to liaise with the relevant service providers to assess and rectify the problem or to issue you with a new Link so that you can get a replacement eBook of the same title.
  • If the eBook is defective, we will at your choice replace it (if such replacement is possible) or credit your account with the purchase price of the eBook (or refund you if that is your preference).

6: Charges
If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse Zasttra Marketplace for the cost of returning the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.

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