Refund policy
Refund & Returns Policy
At Ziro Cosmetics, every product is prepared and packaged with care. We want you to feel confident when shopping with us, and if something isn't right with your order, we're here to help.
Returns
We accept eligible change-of-mind returns within 14 days of receiving your order.
Due to the personal nature of skincare and for hygiene and safety reasons, products must be unused, unopened, in their original packaging and in the same condition in which they were received to qualify for a change-of-mind return. We are unable to accept products that have been opened, used, tampered with or are otherwise no longer in a condition suitable for resale.
If your product arrives damaged, defective or incorrect, please notify us within 3 working days of receiving your order, where reasonably possible, so that we can resolve the issue promptly. Please include your order number and clear photographs of the product and packaging.
Once an eligible return has been received and inspected, we will notify you whether your return has been approved. If approved, your refund will be processed in accordance with our Refunds section below.
For voluntary or change-of-mind returns, return delivery costs are the responsibility of the customer. Where a product is confirmed to be defective, damaged or incorrectly supplied, Ziro Cosmetics will cover the reasonable return delivery costs where required.
These conditions do not affect your rights in respect of defective products or any other rights or remedies available to you under applicable South African consumer law.
Damaged, Incorrect or Defective Products
Please inspect your order when it arrives.
If your order is damaged in transit, you have received the incorrect product, or you believe a product is defective, please contact us as soon as possible so that we can assess the issue and make it right.
When contacting us, please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging, where applicable
Where a product is confirmed to be defective or otherwise qualifies for a remedy under applicable consumer law, Ziro Cosmetics will provide the appropriate remedy, which may include a replacement or refund.
Change-of-Mind Returns
Where a return is not required because of a defect, damage or incorrect item, the product must remain unopened, unused and in its original packaging.
Return delivery costs for voluntary or change-of-mind returns may be the responsibility of the customer, subject to any rights you may have under applicable law.
For eligible online transactions, any cooling-off or cancellation rights provided by applicable South African law will continue to apply.
Products That Cannot Be Returned
For hygiene and safety reasons, we generally cannot accept returns of:
- Opened or used skincare products
- Products with broken or removed seals
- Products that have been tampered with
- Products that have been altered or damaged after delivery
- Products that cannot reasonably be resold for hygiene or safety reasons
This does not limit your rights if a product is defective, unsafe or otherwise does not meet the standards required by applicable South African consumer law.
Skin Reactions & Product Suitability
Skincare results and individual skin responses can vary.
A product not being suitable for your skin, a change in personal preference, or not achieving a particular desired result does not automatically mean that the product is defective.
We encourage customers to carefully review product information, ingredients and directions for use before purchasing and to introduce active skincare ingredients gradually where appropriate.
If you experience significant irritation or an unexpected reaction, discontinue use and contact an appropriate healthcare professional if necessary.
Refunds
Once an eligible return has been received and assessed, we will notify you of the outcome.
Approved refunds will be processed to the original payment method wherever reasonably possible.
Please allow additional time for your bank or payment provider to process and reflect the refund after it has been issued.
Original delivery charges and return delivery charges may not be refundable for voluntary returns, except where required by applicable law.
Exchanges
If you have received an incorrect, damaged or defective product, please contact us before returning the item.
Where an exchange is approved, we will provide further instructions regarding the return and replacement process.
Sale & Promotional Items
Products purchased during a sale or promotional period remain subject to your statutory consumer rights.
Change-of-mind returns on promotional or discounted products may be restricted where permitted by law. Defective products will still be handled in accordance with applicable South African consumer protection legislation.
How to Request a Return
To request a return, refund or exchange, please use our Log a Return form on the Ziro Cosmetics website.
Please provide your order details and as much information as possible about the reason for your request.
Submitting a return request does not automatically mean that a return has been approved. We will review your request and provide further instructions where applicable.
Please do not send products back without first receiving return instructions from Ziro Cosmetics.
Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace any rights available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation.
Where there is any conflict between this policy and a consumer's mandatory statutory rights, the applicable law will prevail.
Contact Us
If you have any questions regarding a return, refund or exchange, please contact Ziro Cosmetics through the contact details provided on our website.
Ziro Cosmetics
Clinical. Intentional. Results driven.