Refund policy

RETURN & REFUND POLICY (SOUTH AFRICA)

1. Overview

This Return & Refund Policy applies to all purchases of pet hydration bottles (“Products”) made through Zyro Prime Nest.

This policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act (ECT Act) of South Africa.

2. Cooling-Off Period (Online Purchases Only)

In accordance with the ECT Act:

  • Customers may return products within 7 days of delivery, without reason or penalty
  • Products must be:
    • Unused
    • In original packaging
    • In resalable condition
  • The customer is responsible for return shipping costs unless the item is defective

Refunds will be processed within 30 days of receiving the returned goods.

3. Defective, Damaged or Unsafe Products (CPA Section 55 & 56)

If a product is defective, unsafe, or not of good quality:

  • The customer may return it within 6 months of delivery
  • The customer may choose:
    • A repair
    • A replacement
    • A full refund

Important:

  • The customer chooses the remedy, not the business
  • Return shipping costs must be covered by Zyro Prime Nest

4. Incorrect or Misrepresented Products

Customers are entitled to a return and refund if:

  • The product does not match the description
  • The wrong item was delivered
  • The product is not suitable for its intended purpose (if specified at purchase)

5. Change of Mind (Voluntary Returns Policy)

South African law does not require returns for change of mind.

However, as a goodwill policy:

  • Zyro Prime Nest may accept returns within [X days – e.g., 14 days] at its discretion
  • Conditions:
    • Product unused and in original packaging
    • Proof of purchase required
    • Customer pays return shipping
    • A handling/restocking fee of [X%] may apply

Refunds may be issued as:

  • Store credit, or
  • Original payment method (at Zyro Prime Nest’s discretion, where legally permitted)

6. Non-Returnable Items

To protect hygiene and safety:

The following may not be returned unless defective:

  • Used pet hydration bottles
  • Products that have come into contact with water, pets, or saliva
  • Items damaged due to misuse or improper care

7. Proof of Purchase

All returns must include valid proof of purchase (order number, receipt, or invoice).

Zyro Prime Nest reserves the right to refuse returns without proof.

8. Condition of Returned Goods

Returned products must:

  • Be in original packaging (where applicable)
  • Include all accessories and parts
  • Not be damaged due to customer misuse

Zyro Prime Nest may deduct reasonable costs if the product is returned in a diminished condition, where legally permitted.

9. Refund Processing

  • Refunds will be processed within 7–14 business days after inspection
  • Refunds will be issued via:
    • Original payment method, or
    • Store credit (where applicable and lawful)

If the CPA applies, customers cannot be forced to accept store credit instead of a refund.

10. Exchanges

Zyro Prime Nest may offer exchanges for:

  • Defective products
  • Size or model changes (subject to availability)

11. Return Process

To initiate a return:

  1. Email: [your email]
  2. Provide order number and reason for return
  3. Await return approval and instructions

Unauthorized returns may not be accepted.

12. Liability & Use Disclaimer

  • Zyro Prime Nest pet hydration bottles are intended for normal pet use only
  • Zyro Prime Nest is not liable for damage caused by:
    • Misuse
    • Improper cleaning
    • Use outside intended purpose

13. Compliance Statement

Nothing in this policy limits or replaces any rights provided under:

  • The Consumer Protection Act (CPA)
  • The Electronic Communications and Transactions Act (ECT Act)

Where there is any conflict, South African law will prevail.