Refund policy

Return & Refund Policy

At Zylo, we are committed to providing high-quality jewelry and a seamless shopping experience. This Return & Refund Policy is designed in accordance with the Consumer Protection Act 68 of 2008 (South Africa).

1. General Returns

Please note that under South African law, customers do not have an automatic right to return goods simply due to a change of mind.

However, Zylo may, at its discretion, accept returns under the conditions outlined below.

2. Defective or Faulty Products

In line with Section 56 of the Consumer Protection Act:

Customers may return goods within 6 months of delivery if the item is:

  • Defective

  • Unsafe

  • Not of good quality

  • Not functioning as intended

Customers are entitled to choose one of the following:

  • Repair

  • Replacement

  • Full refund

Returns for defective goods will be:

  • At Zylo's cost

  • Processed without penalty to the customer

3. Incorrect or Damaged Orders

If you receive:

  • The wrong item

  • A damaged item

  • An incomplete order

Please notify us as soon as reasonably possible after delivery.

Zylo will arrange:

  • Collection of the item (where applicable)

  • Replacement or full refund

4. Cooling-Off Period (Online Purchases)

If your purchase was made through direct marketing, you may cancel the order within 5 business days of delivery, subject to the applicable provisions of the Consumer Protection Act.

  • The product must be returned in its original condition.

  • Return shipping costs may be the customer's responsibility.

5. Change of Mind Returns

Zylo may accept returns for unworn items within 7 days of delivery, provided that:

  • The jewelry is unworn and unused

  • The item is in its original packaging

  • All tags, certificates, and accessories are included

  • The item shows no signs of wear, damage, resizing, or alteration

Please note:

  • A handling or restocking fee may apply

  • Return shipping costs are the customer's responsibility

6. Non-Returnable Items

The following items cannot be returned unless they are defective:

  • Personalized or custom-made jewelry

  • Engraved items

  • Resized or altered jewelry

  • Earrings for hygiene reasons

  • Gift cards

  • Items showing signs of wear or damage not caused by a defect

  • Products missing original packaging, certificates, or accessories

7. Refunds

  • Refunds will be processed within 7–10 business days after inspection and approval.

  • Refunds will be issued via the original payment method where possible.

  • No deductions will be made where a refund is due to a defective product under the Consumer Protection Act.

8. Return Process

To initiate a return

Please include:

  • Your order number

  • Reason for the return

  • Photos of the item (if applicable)

Our team will guide you through the return process.

9. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008. Where any provision of this policy conflicts with the Consumer Protection Act, the provisions of the Act shall prevail.

Customers are always entitled to fair value, good quality, and safe products.