Refund policy

At Ziggi, we want you and your pet to be happy with your purchase. This policy applies to purchases made through our online store and is intended to comply with South African consumer law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy limits any rights that you may have under South African law.

Change-of-Mind Returns

If you purchased your product online, you may request a return within 7 days of receiving your order where applicable under South African law.

For change-of-mind returns:

  • You are responsible for the cost of returning the product.
  • The product should be returned clean, undamaged and, where reasonably possible, in its original packaging.
  • You are responsible for securely packaging the item for return.
  • We recommend using a trackable courier service.
  • Returns requested after the applicable 7-day period may be declined unless required by law.

Please contact us before returning any product so that we can provide the correct return instructions.

Incorrect Size or Product Choice

Please check all product measurements, size information, colours and product details carefully before ordering.

If you receive the correct product and size that you ordered, but it is unsuitable for your pet due to an incorrect size or product choice, this will generally be treated as a change-of-mind return.

Ziggi is not responsible where the advertised measurements and product information were accurate but the incorrect size or variation was selected by the customer.

Pet Damage, Wear and Misuse

The following will generally not be considered product defects:

  • Chewing, scratching, digging or tearing caused by a pet
  • Pet hair, odours, stains or dirt from use
  • Normal wear and tear
  • Damage caused by incorrect washing or drying
  • Accidental damage
  • Improper storage or misuse
  • Damage caused by alterations or repairs
  • Normal compression or settling of filling through use

This does not affect your legal rights where a product itself was defective when supplied.

Defective or Damaged Products

Products are covered by the statutory warranty protections provided by South African consumer law.

If your product is defective, unsafe, incorrectly supplied or does not meet the quality standards required by law, please contact us as soon as reasonably possible.

Where applicable under the Consumer Protection Act, you may be entitled to a repair, replacement or refund.

Where a return is required because of a qualifying defect or error by Ziggi, we will cover the reasonable return cost where required by law.

We may reasonably inspect returned products to determine the nature and cause of the reported defect.

Incorrect or Damaged Orders

If you receive:

  • The wrong product
  • The wrong size or colour
  • An incomplete order
  • A product damaged during delivery

Please contact us as soon as possible.

Include your order number and clear photographs of the product and packaging where relevant so that we can assist you quickly.

Sale Items

Products purchased during sales or promotions remain covered by all applicable consumer rights.

A discounted price does not create an additional right to return a non-defective product outside the applicable return period.

Exchanges

We do not guarantee direct exchanges.

Where an exchange is approved for a non-defective product, it will be subject to stock availability and the applicable return conditions.

The customer may be responsible for return and redelivery costs where the exchange is not due to an error or defect caused by Ziggi.

Return Process

To request a return, contact us at:

Email: support@ziggi.co.za

Please provide:

  • Your full name
  • Order number
  • Reason for the return
  • Photographs where relevant

Do not send a return before receiving return instructions from us.

Refunds

Once an eligible return has been received and processed, your refund will be issued in accordance with applicable South African law.

Refunds will normally be made to the original payment method used for the purchase.

Payment providers and banks may require additional processing time after a refund has been issued.

For ordinary change-of-mind returns, return courier costs remain the customer's responsibility unless otherwise required by law.

Failed or Uncollected Deliveries

Customers are responsible for providing accurate delivery information and being reasonably available to receive their order.

If an order is returned to us because:

  • An incorrect or incomplete address was provided
  • Delivery was repeatedly unsuccessful due to the customer
  • The parcel was not collected
  • A correctly supplied and non-defective order was refused

Reasonable delivery or redelivery costs may be deducted or charged where permitted by law.

This does not apply where the delivery issue resulted from an error by Ziggi or where the law provides otherwise.

Order Cancellations

If you would like to cancel or change your order, please contact us as soon as possible.

Once an order has been processed or handed to the courier, we may not be able to stop the shipment.

Your statutory cancellation and return rights remain unaffected.

Returns Abuse

Ziggi reserves the right, where permitted by law, to investigate returns involving suspected fraud, deliberate damage, substituted products, false claims or abuse of the returns process.

Claims may be declined where there is reasonable evidence that the customer is not legally entitled to the requested remedy.

Contact Us

If you have any questions regarding returns or refunds, please contact:

Ziggi
Email: support@ziggi.co.za
Website: ziggi.co.za
South Africa