Returns & Refund Policy

At Zak Home & Lighting, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are committed to resolving the matter fairly and in accordance with the Consumer Protection Act, 2008 (South Africa).

Please read this policy carefully before requesting a return or refund.

  1. Return Eligibility

You may request to return an eligible product within 7 days of receiving your order, provided that the item:

  • Is unused and in its original condition.
  • Is returned in its original packaging with all accessories, manuals, and labels.
  • Is accompanied by proof of purchase (invoice or order confirmation).
  • Has not been installed, assembled, modified, or damaged after delivery.

Zak Home & Lighting reserves the right to inspect all returned products before approving a refund or exchange.

  1. Damaged, Defective or Incorrect Items

If you receive a product that is:

  • Damaged during delivery;
  • Defective upon arrival; or
  • Incorrectly supplied,

please notify us within 48 hours of delivery.

To assist us in resolving your claim promptly, please provide:

  • Your order number;
  • A description of the issue; and
  • Clear photographs of the product and its packaging.

Once your claim has been verified, we will arrange a replacement, repair, or refund, as appropriate.

  1. Non-Returnable Products

The following items cannot be returned unless they are defective or supplied in error:

  • Products that have been installed or used.
  • Special-order or custom-made products.
  • Clearance or end-of-line items marked as non-returnable.
  • Gift cards or vouchers.
  • Products damaged due to misuse, negligence, or improper installation.
  1. Change of Mind Returns

If you wish to return a product because you changed your mind, you may request a return within 7 days of delivery, subject to the following conditions:

  • The product must be unused and in its original packaging.
  • The product must be suitable for resale.
  • Return shipping costs are the responsibility of the customer unless otherwise agreed.
  • Original delivery charges are non-refundable.

Approved returns may be refunded or exchanged at our discretion, subject to inspection.

  1. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method where possible.

Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

  1. Exchanges

We are happy to exchange eligible products for:

  • A different size or model (where available);
  • An alternative product of equal or greater value (subject to payment of any price difference); or
  • A replacement for defective items.

Exchanges are subject to stock availability.

  1. Return Shipping

Where a return is due to:

  • An incorrect item supplied by Zak Home & Lighting;
  • A manufacturing defect; or
  • Damage during delivery,

we will arrange collection or reimburse reasonable return shipping costs.

For change-of-mind returns or incorrectly ordered products, the customer is responsible for all return shipping costs.

  1. Manufacturer Warranties

Many products sold by Zak Home & Lighting are covered by manufacturer warranties.

Warranty terms and conditions vary by product and manufacturer.

Warranty claims may require inspection, testing, or assessment before approval.

Normal wear and tear, misuse, accidental damage, unauthorized repairs, or improper installation are not covered by manufacturer warranties.

  1. How to Request a Return

To initiate a return, please contact our customer support team with:

  • Your order number;
  • Your full name;
  • Details of the product;
  • Reason for the return; and
  • Supporting photographs (where applicable).

Our team will provide you with return instructions and, where applicable, a return authorisation.

Please do not return products without first contacting us.

  1. Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any rights available to consumers under the Consumer Protection Act, 2008 or any other applicable South African law.

Where the Consumer Protection Act provides greater protection than this policy, the provisions of the Act shall apply.

  1. Contact Us

For all return, refund, warranty, or exchange enquiries, please contact:

Zak Home & Lighting

Contact Us: ZAK Home & Lighting

Our customer support team will assist you as promptly as possible during normal business hours.