Refund policy

Returns, Refunds & Exchange Policy


4.1 Our Philosophy

Zansho operates on a "Reseller-First" principle. We understand that stock discrepancies hit your bottom line and your ability to serve your own customers, so our goal is to resolve genuine issues fast and fairly, without unnecessary back-and-forth.

4.2 Return Window

You have 7 days after receiving your order to request a return or report an issue. This window is shorter than a standard retail return period because Zansho sells wholesale inventory intended for immediate resale, the faster an issue is flagged, the faster we can replace stock before it affects your own sales.

4.3 Eligibility for Return

To be eligible for a return, your item must be:

  • Unopened, with the original manufacturer seal and packaging intact (for change-of-mind requests - see 4.5)
  • Accompanied by your original Zansho invoice or proof of purchase
    Reported to us before the item is sent back — see 4.4
  • Items showing signs of use, resale attempts, or broken factory seals are only eligible for return if the issue falls under Damaged on Arrival or Defective Goods (Sections 4.6–4.7), not under change-of-mind.

4.4 How to Start a Return

  1. Contact us first — via WhatsApp Business (+27 68 292 3223) or email (admin@zansho.co.za). Do not send items back before requesting a return.
  2. Provide your invoice/order reference, a description of the issue, and photo/video evidence where applicable (damaged, defective, or wrong item).
  3. If approved, we'll confirm the return address and any collection or shipping arrangements.
  4. Items sent to us without a prior approved return request will not be accepted, and we won't be responsible for their return shipping or safekeeping.

4.5 Change of Mind (Wholesale Orders)

As a B2B distributor operating on high-velocity stock turnover, Zansho does not generally accept change-of-mind returns on bulk inventory once the product seal has been broken. This protects pricing integrity across our reseller network.

Exceptions may be considered (at Zansho's sole discretion) for:

  • Unopened, resealed stock returned within the 7-day window, subject to a restocking fee
  • Bulk orders affected by a genuine listing error on Zansho's part (wrong SKU, incorrect spec, etc.

4.6 Damaged on Arrival (DOA)

Please inspect your order as soon as it arrives. If an item is damaged in transit, defective out the box, or you've received the wrong item, contact us within 48 hours of receipt with photo/video evidence and your invoice reference. Once verified, we'll arrange collection and dispatch a replacement at our cost — no charge to you for return shipping or the replacement unit.

4.7 Defective Goods (Within Warranty)

If a product fails within its applicable warranty period (see Section 1), we'll assess the claim and, at our discretion, resolve it via:

  • Repair - where the defect is minor and repairable
  • Replacement - a new unit of the same or equivalent product
  • Store Credit - issued if the original item is out of stock, redeemable against any future order

We aim to resolve defective goods claims within 5–7 business days of receiving the returned item.

4.8 Non-Returnable Items

Certain items cannot be returned under any circumstances, including:

  • Opened/broken-seal items not covered under DOA or Defective Goods
  • Personal care and beauty products, once opened
  • Clearance, sale-tagged, or closeout stock
  • Custom or special-order inventory arranged outside our standard catalog
  • Hazardous materials, flammable items, or anything restricted from courier transport by law

If you're unsure whether your item qualifies, ask us before purchasing or before requesting a return.

4.9 Exchanges

The fastest way to get the correct item is to return the original (once your return is approved) and place a new order separately for the item you actually need, rather than waiting on a direct swap — this keeps your replacement stock moving without delay.

4.10 Refunds

  • Store credit is our preferred resolution method for the Reseller Community, keeping your inventory pipeline moving without a payment processing delay.
  • We'll notify you once we've received and inspected your returned item, confirming whether the return/refund has been approved.
  • If approved for a cash refund (only where a suitable replacement can't be provided within 14 days — see 4.7), you'll be refunded to your original payment method within 10 business days of approval. Bank/payment provider processing times may add a few extra days on top of this.
  • If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us immediately at admin@zansho.co.za.


4.11 Return Shipping Costs

DOA and verified defective items: return shipping is covered by Zansho.
Approved change-of-mind exceptions: return shipping is for the buyer's account, along with any applicable restocking fee.


4.12 What You'll Need for Any Return

Original invoice or order reference number
Photo/video evidence of the issue (for DOA/defective claims)
The item itself, in its original packaging where possible, sent only after return approval