Refund policy

Last Updated: 3 September 2026

At ZAIROS, every piece is created with care and intention. We encourage customers to review product details, sizing information, and order selections carefully before completing their purchase.

Our products are not generally eligible for refunds due to change of mind. However, we are happy to assist with eligible exchanges where the requirements below are met. Nothing in this Policy limits any rights or remedies available to customers under applicable South African consumer law.

1. Exchange Eligibility

Exchange requests must be submitted within 5 days of delivery.

To be eligible for an exchange, items must:

Be unused and in their original condition
Include all original packaging
Show no signs of wear, damage, alteration, or misuse
Be returned following approval from ZAIROS
Meet all other requirements set out in this Policy

Exchanges are subject to product availability.

2. Items Not Eligible for Exchange

We are generally unable to accept exchanges for:

Custom-made or personalised items
Sale or discounted products
Gift cards
Items returned outside the applicable exchange period
Products showing signs of wear, use, damage, alteration, or misuse

These exclusions do not apply where a customer has a statutory right to a remedy under applicable law.

3. Requesting an Exchange

To request an exchange, please contact us at supportzairos@gmail.com within the applicable exchange period.

Please include:

Your order number
The reason for the exchange
Photographs of the item where requested

Once your request has been reviewed and approved, we will provide instructions for returning your item.

Customers are responsible for return shipping costs for eligible change-of-mind or size exchanges, unless otherwise agreed by ZAIROS or required by applicable law.

Original shipping charges are generally non-refundable for change-of-mind exchanges.

4. Size Exchanges

Customers are responsible for selecting the correct size when placing an order. We strongly recommend reviewing the sizing information and measurement guide before purchasing.

Where a size exchange is approved:

The original item must meet all exchange requirements
The requested replacement size must be available
Any applicable return or additional shipping costs may be payable by the customer
The replacement will only be sent once the returned item has been received and approved

5. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or materially different from what you ordered, please contact us within 48 hours of delivery where reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging where relevant

We may request additional information to assess the issue.

Where a product is defective, damaged before delivery, or incorrectly supplied, ZAIROS will provide an appropriate remedy in accordance with applicable South African consumer law, which may include a repair, replacement, refund, or other remedy where required.

6. After We Receive Your Return

Once your returned item has been received, it will be inspected to confirm that it meets the applicable exchange requirements.

Approved exchanges will generally be processed within approximately 5 business days after the returned item has been received and inspected.

If a returned item does not meet the requirements of this Policy, the exchange may be declined. Where appropriate, the item may be returned to the customer at the customer's expense.

7. Shipping & Delivery Issues

Once an order has been dispatched, delivery is handled by the relevant shipping or courier provider.

Transit delays, delivery exceptions, customs delays, and other circumstances outside ZAIROS's reasonable control may affect delivery times.

If an order is delayed, missing, or has a delivery issue, please contact us so that we can assist where reasonably possible.

For further information regarding processing and delivery, please refer to our Shipping Policy.

8. Product Care & Normal Wear

Our products are designed to be used and enjoyed over time.

Normal signs of aging, fading, creasing, or wear that occur through ordinary use or improper care are not considered manufacturing defects and generally do not qualify for an exchange.

Damage resulting from misuse, accidents, alterations, improper care, or normal wear and tear may not qualify for an exchange.

9. Refunds

ZAIROS does not generally offer refunds for change-of-mind purchases, incorrect size selection, or circumstances where the customer simply no longer wants the product.

However, this does not affect any statutory rights a customer may have under applicable South African consumer law.

Where a refund is legally required or otherwise approved by ZAIROS, the refund will be processed using the applicable payment method or another reasonable method agreed upon with the customer.