OOHZULU RETURNS & REFUNDS POLICY

1. Our Promise to You

We want you to love every purchase from our platform partners. If something isn't right, we're here to help make it right—working with our trusted business partners to ensure your satisfaction.

2. How Returns Work on OohZulu

2.1 Your Shopping Experience: When you shop on OohZulu, you're purchasing from our carefully selected business partners who maintain their own return policies while meeting our platform standards.

2.2 Platform Standards for Returns: All our business partners agree to offer:

• Fair return timeframes (minimum 7 days, with most offering 14-30 days)
• Clear return conditions stated before purchase
• Multiple resolution options including exchanges, replacements, refunds, or store credit
• Reasonable return processes with customer support

3. Standard Return Timeframes

3.1 Change of Mind, Wrong Item, or Damaged on Delivery:

• Platform Standard: Minimum 7 days from delivery
• Most Partners Offer: 14-30 days from delivery
• Check Individual Policies: Each partner's specific timeframe is clearly displayed

3.2 Defective or Faulty Items:

• Platform Standard: Minimum 30 days from delivery
• Extended Coverage: Many partners offer 90 days to 6 months
• Warranty Items: Manufacturer warranties apply where applicable

4. Return Conditions

4.1 Standard Requirements: Items should be returned in their original condition:

• Unused and undamaged (unless the return reason is damage/defect)
• Original packaging where possible
• All accessories and components included
• Tags and labels intact

4.2 Reasonable Wear: We understand you need to inspect items—reasonable handling for evaluation purposes is acceptable.

5. Your Return Options

Once your return is processed, you'll typically have these options:

5.1 For Change of Mind / Wrong Item / Damaged on Arrival:

• Exchange for a different size, color, or model
• Store Credit for future purchases (often with extended validity)
• Full Refund to your original payment method

5.2 For Defective Items:

• Repair (where applicable and cost-effective)
• Replacement with identical or similar item
• Account Credit with bonus value (partner dependent)
• Full Refund if repair/replacement isn't possible

6. Processing Times

6.1 Credit and Account Balance:

• Platform Credit: Typically issued within 1-2 business days
• Validity Period: Usually 12-24 months (varies by partner)

6.2 Refunds to Payment Method:

• Card Refunds: 3-5 business days (bank dependent)
• EFT Refunds: 2-3 business days
• Digital Wallets: 1-2 business days

Note: If your original payment method is unavailable, we'll contact you for updated details.

7. Items with Special Return Conditions

7.1 Health and Safety Items (Limited Returns):

• Intimate apparel, swimwear: Only if defective or wrong item delivered
• Food and beverages: Only if damaged, expired, or incorrect
• Personal care items: Unopened returns only (unless defective)

7.2 Digital and Customized Items:

• Digital downloads: Only if defective or inaccessible
• Custom/Personalized items: Only if significantly different from order or defective
• Gift vouchers: Generally non-returnable (check specific terms)

7.3 High-Value Items:

• Electronics over R5,000: May require additional verification
• Jewelry and watches: Special authentication may apply
• Collectibles: Condition assessment by specialists

8. Easy Return Process

8.1 Starting Your Return:

1. Log into your account or contact the business partner directly
2. Select your order and choose "Return Item"
3. Select return reason and preferred resolution
4. Follow the provided instructions for your specific return

8.2 Return Methods:

• Collection Service: Many partners offer free collection from your address
• Drop-off Points: Convenient OohZulu partner locations
• Courier Return: Prepaid return labels where available
• Partner Store: Direct return to physical locations (where applicable)

8.3 Tracking Your Return:

• Real-time updates via email and SMS
• Account dashboard showing return status
• Customer support available throughout the process

9. When We Step In

9.1 Platform Guarantee: If a business partner doesn't honor their return policy or our platform standards, OohZulu will:

• Mediate the dispute between you and the partner
• Provide alternative resolution options
• Issue platform credit or refunds in extreme cases
• Take action against non-compliant partners

9.2 Our Commitment:

• Response within 24 hours for escalated issues
• Fair resolution based on facts and policies
• Learning opportunity to improve our partner network

10. Special Situations

10.1 Bundle Deals and Promotions:

• Complete bundles: May need to be returned together
• Partial returns: Pricing adjustments may apply based on original discounts
• Promotional items: Check specific terms for bonus or gift items

10.2 Extended Warranties and Manufacturer Guarantees:

• Manufacturer warranties handled directly with suppliers
• Extended protection plans managed through respective providers
• OohZulu assistance available if suppliers are unresponsive

11. Data and Privacy Protection

11.1 Electronic Device Returns:

• Data backup reminder sent before return processing
• Secure data wiping performed when necessary
• Access credentials may be required for testing
• Privacy protection throughout the process

12. Non-Returnable Scenarios

12.1 Items We Cannot Accept:

• Items damaged by misuse or normal wear and tear
• Items returned beyond partner's return window
• Items missing essential components (unless lost in shipping)
• Items that pose health/safety risks after use

12.2 Policy Violations:

• Fraudulent returns result in account restrictions
• Abuse of return privileges may lead to account closure
• Item switching or return fraud is prohibited

13. Getting Help

13.1 Customer Support Channels:

• Live Chat: Available during business hours
• Email Support: support@oohzulu.com (24-48 hour response)
• Partner Direct: Contact details provided in order confirmation

13.2 Escalation Process:

• Start with business partner for fastest resolution
• Contact OohZulu support if partner doesn't respond within 48 hours
• Formal complaint process for serious issues
• Management review for complex situations

14. Continuous Improvement

14.1 Your Feedback Matters:

• Rate your return experience to help us improve
• Share suggestions for better service
• Partner feedback helps us maintain quality standards

14.2 Policy Updates:

• Regular reviews to ensure fair and current policies
• Customer input considered in policy development
• Clear communication of any changes

15. Legal Framework

15.1 Consumer Protection: This policy operates within South African Consumer Protection Act requirements and enhances your statutory rights.

15.2 Dispute Resolution:

• Mediation services available for complex disputes
• Fair resolution processes following South African commercial law
• Legal recourse remains available for serious grievances

16. Contact Information

16.1 Customer Support:

• Email: support@oohzulu.com
• Hours: Monday-Friday, 9:00 AM - 6:00 PM SAST
• Saturday: 9:00 AM - 2:00 PM SAST

16.2 Business Address: OohZulu (Pty) Ltd
284B Manotshe Street
Phiri, Soweto, 1818
Gauteng, South Africa

Quick Reference - Returns at a Glance

Policy Version: 3.0 - Customer Experience Edition
Effective Date: 21 August 2025