Refund policy

RETURNS & REFUND POLICY

We carefully inspect all returns to maintain quality across every ZAC+GRAY order. If for any reason you’d like to return or exchange an item, here’s how it works.

1. Return Window
You have 30 days from the delivery date to request a return.

2. Eligibility
To qualify, items must be:
•    In the same condition you received them.
•    Unworn, unused, and with all original tags and packaging.
•    Accompanied by a receipt or proof of purchase.

3. How to Start a Return
Email us at hello@zacandgray.co.za to request a return.

Once your request is accepted, we’ll:
1.    Send you an invoice for the return courier cost.
2.    Arrange a collection once payment is received.
3.    Process your refund after we’ve received and checked the item.

Please note:
•    Items sent back to us without requesting a return first will not be accepted.
•    The original delivery fee is non-refundable.
•    A 10% restocking fee applies to returns for refund.
•    Returns are not accepted for sale items and gift cards.

4. Exchanges
If you’d like to exchange an item, please email hello@zacandgray.co.za. 

We’ll follow a similar process:
1.    You’ll receive an invoice for courier collection + re-delivery costs.
2.    The courier will collect your item.
3.    Once we’ve received and inspected it, we’ll send out your replacement item.

Please note:
•    Items sent back without requesting an exchange first will not be accepted.

5. Damaged or Incorrect Items
Please inspect your order when it arrives. If an item is defective, damaged, or incorrect, contact us immediately so we can evaluate and correct the issue. We’ll cover return courier costs for any confirmed error or defect on our side.

Please note:
•    Replacement or exchange requests made within 6 months of purchase are covered by the Consumer Protection Act. 
•    We will cover the cost of replacing faulty or damaged items within this period, provided the issue is due to a manufacturing fault and not wear and tear. 
•    Replacements or exchange requests made after 6 months from the date of purchase may incur courier fees and are handled on a case-by-case basis at our discretion.

6. Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned, including:
•    Custom or personalised items.
•    Perishable or consumable goods.
•    Personal-care products (e.g., beauty or grooming items).
•    Hazardous materials or flammable liquids.

Unfortunately, we cannot accept returns on sale items and gift cards.

If you’re unsure whether your item qualifies, email us before returning it.

7. Refunds
Once we’ve received and inspected your return, we’ll confirm whether it’s approved. If approved, your refund will be processed to your original payment method.

Refunds are usually processed within five business days of inspection, though it may take additional time for your bank or card provider to reflect the amount.

8. Questions 
If you have any questions about your return or refund, please contact us at hello@zacandgray.co.za — we’re here if you need help.