Refund policy

Returns & Refunds Policy

Zovu Studio

At Zovu Studio, we want you to be happy with your order. This policy explains when goods may be returned, exchanged, repaired, or refunded. It is intended to comply with applicable South African consumer law, including the Consumer Protection Act, 2008 (“CPA”) and, where applicable to online sales, the Electronic Communications and Transactions Act, 2002 (“ECTA”).

1. General

By placing an order with Zovu Studio, you agree to this Returns & Refunds Policy, our Terms of Service, and any product-specific care or usage instructions displayed on our website. We reserve the right to inspect all returned items before approving any refund, exchange, repair, replacement, or store credit request.

2. Change-of-mind returns

We do not offer returns, refunds, or exchanges for change of mind, incorrect selection, personal preference, or where you no longer want the item, unless we choose to do so in our sole discretion. In South Africa, a general “change of mind” return is not automatically required by law for ordinary sales; suppliers may set their own terms for these returns, provided those terms do not override statutory rights.

Without limiting the above, this means we do not accept returns because:

you changed your mind,
the item was ordered in error,
you no longer want it,
you found it cheaper elsewhere,
you expected a different result based on preference rather than a defect,
you failed to read the product description, dimensions, care instructions, or usage information before purchase.

3. Hygiene and sealed-use items

Because Zovu Studio sells hair accessories and beauty-related items, strict hygiene standards apply. For hygiene, safety, and quality assurance reasons, we may refuse any return or exchange of any item that has been opened, unsealed, used, worn, tried on, tampered with, washed, fragranced, soiled, damaged after delivery, or returned in a condition that makes it unsuitable for resale, except where the item is defective as contemplated by law. This approach is consistent with common South African retail practice for opened beauty and hygiene-related goods.

This includes, without limitation:

opened or used satin curlers,
opened or used hair accessories,
items with broken hygiene seals or tamper-evident packaging,
items showing signs of wear, hair product residue, makeup, perfume, smoke, washing, or misuse.

4. Incorrect, damaged, or defective items

If you receive the wrong item, an item damaged on arrival, or an item that is defective, you must notify us as soon as reasonably possible, together with clear photos, your order number, and a description of the issue. Under the CPA, consumers have important rights where goods are defective, unsafe, or do not meet the standards in section 55, including within six months after delivery.

Where a product is genuinely defective, unsafe, or materially not as described, and the issue did not arise from misuse, normal wear and tear, negligence, improper storage, failure to follow care instructions, accidental damage, modification, or abuse, you may be entitled under the CPA to a repair, replacement, or refund, as directed by you where the law gives that election. For qualifying CPA defects within six months, the supplier generally bears the risk and expense of that return.

5. What is not considered a defect

The following will generally not qualify as defects and may therefore be refused:

damage caused by misuse, rough handling, improper storage, or failure to follow care instructions,
ordinary wear and tear,
dissatisfaction with comfort, fit, styling result, or personal preference,
minor differences in colour, texture, sheen, or appearance resulting from screen display, photography, lighting, or batch variation,
damage caused by heat, chemicals, water exposure, pets, pulling, tearing, or improper cleaning,
any issue disclosed on the product page before purchase.

6. Online cooling-off right

For certain online transactions, South African law may give consumers a limited cooling-off right after delivery. Section 44 of ECTA provides for a period of 7 days after receipt to cancel certain electronic transactions, subject to the Act and its exclusions, and the supplier may deduct the direct cost of returning the goods. If this right applies to your order, the item must be returned unused, in its original condition, with all packaging, inserts, and accessories, and without any sign of use beyond what is reasonably necessary to inspect it.

Where a return is requested under ECTA cooling-off:

you must notify us in writing within 7 days of delivery,
the item must be sent back promptly,
the item must be unopened and unused where hygiene considerations apply,
we may deduct the direct cost of return shipping or collection where permitted by law.

To the extent permitted by law, we reserve the right to reject any cooling-off return for items that are not eligible, have been used, are not in a resalable hygienic condition, or fall within any legal exception.

7. Return conditions

To be considered for any approved return, the customer must provide:

proof of purchase,
order number,
full contact details,
reason for return,
supporting photographs where requested,
all original packaging, tags, accessories, and inserts where applicable.

We may refuse a return if:

proof of purchase cannot be provided,
the item is returned late,
the item has been used or altered,
the item is not in substantially the same condition as supplied,
the return does not qualify under this policy or applicable law.

8. Inspection and verification

All returns are subject to inspection and assessment by Zovu Studio before any remedy is approved. We reserve the right to verify whether the reported fault is genuine, whether the item was used contrary to instructions, and whether the return qualifies under the CPA, ECTA, or this policy. We may request additional photographs, videos, or information before making a final decision.

9. Refund method

Where a refund is approved, it will be made to the original payment method used for the purchase, unless otherwise required by law or agreed by us in writing. Refunds do not include original delivery charges, expedited shipping charges, customs charges, duties, bank charges, or third-party payment fees unless required by law.

We may withhold a refund until the returned goods have been received and inspected, or until sufficient evidence of return has been provided, whichever occurs first.

10. Exchanges

We do not guarantee exchanges. Any exchange is subject to stock availability and our approval. If an exchange is approved for a non-defective item as a discretionary exception, the customer may be responsible for all collection, return, and redelivery costs.

11. Sale, promotional, gift, and personalised items

To the fullest extent permitted by law:

sale items,
promotional items,
gift items,
bundles,
limited-edition items,
personalised or custom-made items

are not eligible for return, refund, or exchange unless defective or incorrectly supplied. Personalised and custom-made goods are commonly excluded from ordinary return rights.

12. Packaging

Original packaging is recommended and may be required for discretionary returns, but lack of original packaging does not by itself remove statutory rights where the goods are defective. However, failure to return packaging, accessories, inserts, or protective materials may affect whether a discretionary return is accepted and may reduce the value of any discretionary remedy where legally permitted.

13. Return shipping costs

Unless the law requires otherwise:

the customer is responsible for return shipping costs,
original shipping fees are non-refundable,
we are not responsible for loss or damage in transit for unauthorised or improperly packaged returns,
we strongly recommend tracked shipping for approved returns.

Where a return qualifies under the CPA because the goods are defective, unsafe, or failed to meet the required standard, return costs may be for our account as required by law.

14. How to request a return

To request a return, email zovustudio@gmail.com with:

your full name,
order number,
contact number,
reason for return,
clear photos/videos of the item and packaging,
date of delivery.

Do not send anything back until we confirm the return instructions in writing. Unauthorised returns may be refused and sent back at your cost.

15. Chargebacks and disputes

If you believe there is an issue with your order, please contact us first so we can try to resolve it. If a dispute cannot be resolved directly, consumers in this industry may approach the Consumer Goods and Services Ombud (CGSO), which handles qualifying complaints in the consumer goods and services sector.