We want you to be completely satisfied with your Zetu Bags purchase. If you are not happy for any reason, please review our policy below and contact us to initiate a return. This policy is part of our Terms and Conditions of Sale and Website Use.
Your Right to Cancel (Change of Mind)
- Statutory Right: As a consumer, you have a legal right to cancel your order and return goods within 14 calendar days, starting from the day after you receive the goods, without giving any reason.
- Our Policy: At Zetu Bags, we offer a more generous return period. You are entitled to cancel your order and return goods within 30 days from the date you received the goods (or the date a third party appointed by you, other than the carrier, takes physical possession of the goods).
- How to Exercise Your Right: To exercise your right of cancellation, you must inform us of your decision by making a clear statement. You can do this by emailing us at
hello@zetuafrica.shop
Conditions for Returns (Change of Mind)
For goods to be eligible for return under our 30-day change-of-mind policy, please ensure that:
- The goods were purchased within the last 30 days.
- The goods are in unused condition and in their original packaging with all original tags attached.
- The goods are returned with proof of purchase (your order number or invoice).
We reserve the right to refuse returns or offer a partial refund if the goods do not meet these conditions, unless they are faulty.
Products That Cannot Be Returned
The following goods cannot be returned unless they are faulty or not as described:
- Goods made to your specifications or clearly personalised.
- Goods sealed for health protection or hygiene purposes that were unsealed after delivery (e.g., certain accessories if they had a specific hygiene seal).
- Goods which are, after delivery, according to their nature, inseparably mixed with other items.
Returning Goods (Change of Mind)
a. Initiating a Return: Please contact us at hello@zetuafrica.shop to initiate a return. We will provide you with instructions and potentially a return authorisation number (RMA) to include with your package.
b. Return Shipping Costs: You are responsible for the cost of returning the goods to us for change-of-mind returns.
c. Risk of Loss: You are responsible for the risk of loss or damage to the goods during return shipment. We strongly recommend using a trackable and insured mail service. We cannot issue a refund without actual receipt of the goods or valid proof of received return delivery.
d. Return Address: Please send the goods to the following address: Zetu Africa 4th Floor, Silverstream House, 45 Fitzroy Street Fitzrovia, London, W1T 6EB United Kingdom.
Returns for Faulty, Damaged, or Incorrect Items
If an item is faulty, damaged during transit, or not the item you ordered, please contact us immediately (ideally within 7 days of delivery) at hello@zetuafrica.shop
a. Process: Provide your order number and details of the issue, including clear photos of the damage or fault if possible.
b. Return Shipping: If the item is confirmed to be faulty, damaged, or incorrect, we will cover the reasonable cost of return shipping. We will provide instructions on how to return the item (e.g., prepaid label, reimbursement instructions).
c. Resolution: Depending on the issue and your preference, we will offer a refund, replacement, or repair in accordance with your statutory rights.
Refunds
a. When Issued: We will issue a refund after we have received and inspected the returned goods, or, for change-of-mind returns within the 14-day statutory period, if you provide valid proof that you have shipped the goods back.
b. Timeframe: We will process the refund within 14 days of receiving the returned goods back or receiving valid proof of their return (whichever is earlier), or within 14 days of confirming the item is faulty or incorrect.
c. Method: The refund will be issued using the same means of payment as you used for the original transaction. You will not incur any fees for the reimbursement.
d. Original Shipping Costs: For change-of-mind returns where you cancel the entire order within the 14-day statutory cooling-off period, we will refund the basic cost of the original outbound shipping that you paid. We will not refund any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by 1 us. If you only return part of an order, the original shipping costs will not be refunded.
Exchanges
- If you wish to exchange an item for a different size or colour, please contact us at
hello@zetuafrica.shopto check availability and arrange the exchange. - Exchanges are subject to the same conditions as returns (unused, original packaging, etc.).
- For change-of-mind exchanges, you will typically be responsible for the cost of returning the original item and the shipping cost of the new item.
- For exchanges due to a faulty item, we will cover reasonable shipping costs.
Gift Returns
If you received a Zetu Bags item as a gift and wish to return it:
a. If the item was marked as a gift when purchased and shipped directly to you, you are eligible for a gift credit equal to the value of your return. Once the returned product is received and processed, a gift certificate will be issued to you.
b. If the item was not marked as a gift when purchased, or the gift giver received the order and gave it to you later, any refund will be sent directly to the original purchaser.
c. All returned gifts must meet the standard return conditions (unused, original packaging, etc.), unless faulty.
Contact Us
If you have any questions about our Refund & Returns Policy or need to initiate a return, please contact us by email at: hello@zetuafrica.shop