Refund & Dispute Policy

Zeko is a marketplace for independent craft makers, artists and creative sellers. Because each order is fulfilled directly by an individual seller, refunds and disputes are handled in relation to the specific seller order, product, parcel and delivery issue involved.

Returns and refunds are accepted on every product sold on Zeko. Sellers cannot list a product as non-returnable, and every order is covered by the protected payment process and the 7-day buyer inspection window described below.

This Refund and Dispute Policy explains when you may be eligible for a refund, how to raise an issue, how Zeko reviews disputes, and how refunds or payment releases may be processed.

Nothing in this policy limits any rights you may have under South African consumer protection law, including the Consumer Protection Act, 68 of 2008.

1. How Refunds Work on Zeko

Zeko uses a protected payment process to help make transactions safer for buyers and sellers.

When you place an order, your payment may be processed, held, allocated, amended, refunded or released through Zeko's payment or protected payment provider, which may include TradeSafe or another provider selected by Zeko.

Once a seller order is delivered, you may have a limited inspection window to check the item and raise an issue if something is wrong.

Unless a different period is shown in your order details or required by law, Zeko's standard buyer inspection window is 7 days from delivery confirmation.

If you accept the order, or if the inspection window expires without an issue being raised, the order may be treated as accepted and the protected payment may become eligible for release to the seller.

If you raise an issue within the inspection window, payment release may be paused while Zeko reviews the issue.

2. Multi-Seller Orders

If your order contains products from more than one seller, each seller's part of the order may be handled separately.

This means each seller order may have its own:

• dispatch status;
• tracking number;
• delivery confirmation;
• inspection window;
• issue or dispute process;
• refund outcome;
• payment release or payout status.

A refund or dispute relating to one seller's product does not automatically affect products from another seller in the same checkout.

3. When You May Be Eligible for a Refund

You may be eligible for a full refund, partial refund, replacement, repair or another appropriate remedy where:

• the item was not delivered;
• the parcel was confirmed lost in transit before delivery;
• the item arrived damaged;
• the wrong item was sent;
• an item was missing from the parcel;
• the item was materially different from the product listing;
• the item was defective or unsafe;
• the seller failed to dispatch or fulfil the order within a reasonable or agreed timeframe;
• Zeko, the seller or the payment provider determines that a refund is appropriate;
• applicable South African law gives you the right to a remedy.

The appropriate remedy will depend on the facts of the order, the product, the delivery status, the evidence provided, the seller's response, Zeko's policies, payment provider rules and applicable law.

4. Change-of-Mind Returns

Returns and refunds are accepted on every product listed on Zeko. Sellers cannot opt out of this, and no listing may state that returns or refunds are unavailable.

If you simply change your mind, you may return the item, provided that:

• you request the return within your 7-day inspection window after delivery;
• the item is unused, unwashed and undamaged;
• the item is in its original condition, including any tags, packaging, parts or accessories;
• the item is not one of the products listed in section 5, which are excluded from change-of-mind returns;
• the return is arranged through Zeko so that the parcel is booked, tracked and insured.

To request a change-of-mind return, raise an issue from your order detail page where available, or email Zeko at saskia@zeko.co.za. Zeko will arrange collection through The Courier Guy.

On a change-of-mind return you are responsible for the return delivery cost, and the original shipping fee paid at checkout is not refunded. Where the item was damaged, wrong, missing, defective, not delivered or materially not as described, you are not asked to carry the cost of sending it back. See sections 14 and 15.

Once the seller receives the returned item in the condition set out above, the product price is refunded through the protected payment process. Zeko's platform commission, shipping fees and the Safe Transaction Fee are non-refundable, as set out in sections 12, 15 and 17.

A minor handmade variation that is reasonable and consistent with the listing does not make an item defective, but it is a valid reason to use a change-of-mind return. See section 6.

5. Items Excluded from Change-of-Mind Returns

A small number of products cannot be sold to anyone else once they have been made or opened, because they were built for you specifically. Change-of-mind returns are not available on:

• items personalised to you, including engraved, monogrammed, printed-to-order or name-customised products;
• items made to your measurements or to a specification you supplied, including made-to-fit clothing, corsetry and jewellery sized to you;
• perishable goods;
• hygiene-sensitive items, once opened or used;
• digital downloads, patterns and other digital products;
• items that have been used, washed, altered, damaged in your care, or are no longer in their original condition.

Every product on Zeko, including the products listed above, is still fully covered where the item is not delivered, arrives damaged, is the wrong item, is missing from the parcel, is defective or unsafe, or is materially not as described. In those cases you may be eligible for a refund, replacement, repair or another appropriate remedy under section 3.

Made to order on its own is not an exclusion. What matters is whether the finished item could be sold to somebody else. A maker who produces an item to order in their own standard size and design has made something another buyer could still want, so ordinary change-of-mind returns apply. A maker who cuts a garment to your measurements, sizes a piece to your wrist, or builds to a specification you gave them has not, so those are excluded.

Where a listing offers both, for example a standard size and a made-to-fit option, the exclusion applies only if you chose the made-to-fit one.

These limitations do not remove any statutory rights you may have under South African law.

6. Handmade Variations

Zeko products are often handmade, creative or small-batch. Small variations in colour, texture, shape, size, finish, pattern, brushstroke, stitching, glaze, material or appearance may be normal.

A minor handmade variation does not automatically make an item defective or materially not as described.

However, handmade variation does not excuse a seller from sending the correct product, accurately describing the item, disclosing important limitations, using fair photographs, packaging the product properly, or complying with consumer protection law.

7. How to Raise an Issue

If there is a problem with your order, you should raise an issue through your Zeko order page where available, or email Zeko at saskia@zeko.co.za.

You should raise the issue as soon as possible and within the applicable inspection window where possible.

When raising an issue, you may be asked to provide:

• the issue type;
• a written explanation of what happened;
• clear photographs of the item;
• photographs of the outer packaging;
• photographs of the inner packaging;
• photographs of the waybill, label, locker code or delivery information;
• screenshots of tracking information;
• any communication with the courier or seller;
• your preferred resolution.

Issue types may include:

• item not received;
• parcel marked delivered but not received;
• damaged item;
• wrong item;
• missing item;
• materially not as described;
• defective or unsafe item;
• late or failed dispatch;
• other issue.

Prompt and complete evidence helps Zeko review the issue fairly and quickly.

8. Buyer Inspection Window

Unless a different period is shown in your order details or required by law, you have 7 days from delivery confirmation to inspect the item and raise an issue.

During this period, you should check whether:

• the item was received;
• the correct item was delivered;
• the item is not visibly damaged;
• all expected items are included;
• the item is materially as described in the listing;
• there is no obvious defect or serious issue.

If you raise an issue within the inspection window, payment release may be paused while the issue is reviewed.

If you do not raise an issue within the inspection window, or if you accept the order, the order may be treated as accepted and the seller payout process may begin.

If your order is delivered to a locker, the inspection window is not your collection deadline. The inspection window begins when the courier deposits the parcel, but the locker itself holds the parcel for a much shorter period, currently 48 hours, after which the locker operator returns it to the seller. The collection deadline is always the shorter of the two. Section 16 explains what happens if a locker parcel is not collected in time.

Acceptance or expiry of the inspection window does not remove any statutory rights that cannot legally be excluded.

9. Seller Response

Where an issue is raised, the seller may be asked to respond.

The seller may be asked to provide:

• their explanation;
• product photographs;
• packaging photographs;
• proof that the correct item was sent;
• proof of customisation approval;
• courier handover or drop-off proof;
• tracking information;
• proposed resolution;
• any other relevant evidence.

Unless Zeko specifies a different period, sellers are expected to respond promptly and preferably within 24 hours of receiving an issue notification.

If the seller does not respond within the required timeframe, Zeko may decide the issue based on the information available.

10. Zeko's Review Process

Zeko may review disputes between buyers and sellers. Zeko may consider:

• the product listing;
• product photographs;
• the buyer's evidence;
• the seller's evidence;
• courier tracking and delivery confirmation;
• packaging evidence;
• order messages;
• payment provider status;
• applicable seller terms;
• Zeko's policies;
• applicable South African law.

Zeko may decide to:

• approve a full refund;
• approve a partial refund;
• release payment to the seller;
• require a replacement;
• request more information;
• require the item to be returned before a refund is processed, where appropriate;
• pause payment release while the issue is investigated;
• escalate the dispute through the payment provider, courier provider or another process;
• take another reasonable step to resolve the issue.

Zeko's decision is binding for Platform purposes, subject to applicable law and any rights the buyer or seller may have through a payment provider, court, regulator, ombud or other dispute resolution process.

11. Refunds Through TradeSafe or Another Payment Provider

Zeko may use TradeSafe or another third-party payment, escrow, paymaster or protected payment provider to process payments, hold funds, manage seller allocations, amend transactions, process refunds and release payouts.

Where Zeko approves a refund, partial refund, amendment or payment release, Zeko may need to instruct or notify the relevant payment provider so that the protected funds can be moved correctly.

Refunds may be returned to the original payment method, to a buyer wallet, to a bank account, or through another method supported by the payment provider.

Refund timing depends on the payment provider, bank, card processor, payment method, escrow process, courier investigation, dispute status and any required verification.

Zeko cannot guarantee exact refund reflection times where timing depends on a third-party provider or bank.

12. Full Refunds

A full refund may be approved where appropriate, including where:

• the parcel is confirmed lost before delivery;
• the seller cannot fulfil the order;
• the wrong item was sent and no suitable replacement is agreed;
• the item is materially not as described;
• the item is defective or unsafe;
• the item arrives damaged and a full refund is the appropriate remedy;
• Zeko determines that a full refund is fair and reasonable;
• applicable law requires a full refund.

If an order is fully refunded before seller payout, the seller will generally receive no payout for that order.

Zeko's platform commission of 5% and any applicable shipping fees are deducted at the point of payment processing through the protected payment system. These fees are non-refundable. Where a full refund is approved through a dispute or amendment, the refundable amount will cover the product price paid to the seller only. It will not include the platform commission, shipping fees, or the Safe Transaction Fee.

13. Partial Refunds

A partial refund may be approved where:

• only part of a multi-item order is affected;
• the buyer and seller agree to a reduced price;
• the buyer keeps the item despite a minor issue;
• an accessory, add-on or component is missing;
• the item has a defect but still has value to the buyer;
• a dispute is resolved through a compromise;
• Zeko determines that a partial refund is fair and reasonable.

Where a partial refund is approved, the refundable amount will cover a proportional share of the product price only. Zeko's platform commission, shipping fees and the Safe Transaction Fee are non-refundable and will not form part of any partial refund amount.

14. Replacements, Repairs and Returns

Depending on the issue, Zeko may approve or facilitate a replacement, repair or return instead of, or before, a refund.

A replacement may be appropriate where the seller can provide the correct item or remake the item within a reasonable time.

A repair may be appropriate where the item can be fixed and both parties agree.

A return may be required before a refund is processed where it is reasonable and lawful to require the item to be sent back.

For damaged, wrong, defective or materially not-as-described items, Zeko may decide whether the seller should cover return delivery costs.

For change-of-mind returns under section 4, the buyer is responsible for return delivery costs unless the seller agrees otherwise or applicable law requires otherwise.

15. Shipping Costs and Refunds

Shipping and delivery fees paid at checkout are generally non-refundable. When you place an order, Zeko arranges the delivery service on your behalf immediately upon payment. The cost of arranging that service is incurred at that point, regardless of whether a product-related dispute arises later.

Where a refund is approved, the refund will ordinarily cover the product price only. The original shipping fee will not be refunded except in the limited circumstances set out below.

Shipping fees may be refunded only where the delivery service was never rendered because:

• the parcel was confirmed lost before any delivery attempt was made;
• the seller failed to dispatch the order and the order is cancelled before any courier booking was created;
• applicable South African law specifically requires that the shipping fee be refunded in the circumstances.

Shipping fees will not be refunded where:

• the parcel was delivered (even if there is a dispute about the product);
• the parcel was collected by the courier or dropped off at a locker or courier point;
• the return is change-of-mind;
• the item arrived damaged (the delivery service was rendered; the damage claim relates to the product);
• the wrong item was sent (a product issue; the delivery service was still rendered);
• the item was materially not as described (again a product issue; the courier service was still arranged and used).

This policy reflects the reality that Zeko coordinates and pays for courier services upfront on behalf of buyers. Shipping fees received by Zeko are used to cover the cost of courier collection, delivery and related logistics.

Nothing in this section removes any rights you may have under South African law where a shipping fee refund is specifically required by law in the circumstances.

Return shipping costs will depend on the reason for the return, the seller's terms, Zeko's decision and applicable law.

16. Locker Deliveries and Uncollected Parcels

If you choose delivery to a locker, the courier deposits your parcel and the locker operator notifies you with a collection PIN. A locker holds a parcel for a limited period only, currently 48 hours from deposit. This period is set by the locker operator and not by Zeko, and it may change.

This is much shorter than the 7-day buyer inspection window, and the two are not the same thing. The inspection window is the time you have to check the item and raise an issue. The locker period is the time you have to physically collect it. Whichever ends first is your real deadline.

Zeko sends you a message when the parcel is deposited and reminders before the locker period ends. It remains your responsibility to collect the parcel within the period allowed.

If the parcel is not collected in time, the locker operator returns it to the seller. The seller has done everything required of them and the delivery service was rendered in full, so this is not treated as a failed delivery or a seller fault.

When this happens, Zeko will contact you and ask you to choose one of the following. Your payment is held and nothing is released to the seller while you decide.

• Redelivery. The seller sends the item again once the returned parcel reaches them. You are responsible for the cost of the new delivery. You may choose a different locker or delivery address.
• Refund. The price you paid for the items is refunded. The original delivery fee is not refunded, because the delivery was arranged, carried out and completed to the locker, as set out in section 15.

You will be given a reasonable period to make this choice, shown to you in the message and on your order page. If Zeko does not hear from you within that period, the seller order will be refunded on the terms set out above, so that neither your money nor the seller's is held indefinitely.

Where you ask for a redelivery and the item is not sent again within a reasonable period, the seller order will also be refunded on those terms.

Nothing in this section applies where the parcel was never actually deposited in your locker, where the locker operator failed to notify you, where the parcel was lost or damaged, or where the item was wrong or not as described. Those remain covered by sections 3 and 15 in the ordinary way.

Nothing in this section removes any rights you may have under South African law, including the Consumer Protection Act, 68 of 2008.

17. Safe Transaction Fee, Payment Fees and Non-Refundable Charges

A Safe Transaction Fee may be charged to the buyer at checkout to support secure protected payment infrastructure, including escrow, payment protection, transaction monitoring, payment holding, buyer acceptance, dispute handling and related payment services.

Payment processing fees, Safe Transaction Fees, courier fees, payout fees, withdrawal fees, bank fees, chargeback fees, refund fees and other third-party fees may not always be refundable.

Where a refund is approved, the refundable amount may depend on:

• the reason for the refund;
• whether the protected payment service has already been used;
• the payment provider's rules;
• the card processor's rules;
• courier provider rules;
• whether the item was delivered;
• whether the issue was caused by the seller, buyer, courier or another party;
• applicable law;
• Zeko's decision.

Zeko will aim to be transparent about refund calculations where a refund is less than the full amount originally paid.

18. Seller Payouts and Refunds

Seller payouts may be paused, reduced, reversed or cancelled where there is a refund, partial refund, buyer issue, dispute, chargeback, courier investigation, suspected fraud, payment provider hold or other unresolved matter.

If a refund is approved before seller payout, the seller's payout may be reduced or cancelled accordingly.

If a partial refund is approved, the seller's payout may be recalculated based on the final settled amount after Zeko's platform fee and applicable payment processing fees.

19. Disputed Refunds

If the buyer and seller disagree about a refund, Zeko may review the dispute.

Both parties may be asked to provide evidence. Zeko may also review the listing, delivery information, courier status, order messages, payment status and any relevant policy or legal requirement.

While the dispute is unresolved, payment release may remain paused through Zeko's payment or protected payment provider.

If the dispute cannot be resolved through Zeko's process, it may be escalated through the payment provider, courier provider, Consumer Goods and Services Ombud, National Consumer Commission, a court or another available dispute resolution process.

20. Your Rights Under the Consumer Protection Act

Nothing in this Refund and Dispute Policy limits or excludes any rights you may have under the Consumer Protection Act, 68 of 2008, or any other applicable South African consumer protection law.

Depending on the circumstances, consumers may have rights relating to goods that are safe, of good quality, reasonably suitable for their intended purpose, and consistent with their description or sample.

Where goods are defective, unsafe, materially not as described or otherwise fail to meet applicable statutory standards, you may have legal remedies regardless of a seller's ordinary return preference.

If you believe your consumer rights have been infringed and the issue cannot be resolved through Zeko, you may approach the Consumer Goods and Services Ombud, the National Consumer Commission, a court or another available dispute resolution body.

21. Fraud, Abuse and False Claims

Zeko may reject a refund request, suspend an account, withhold payment, or take other appropriate action where we reasonably suspect fraud, abuse, false evidence, repeated dishonest claims, manipulation of the dispute process, courier fraud, payment fraud or other improper conduct.

Buyers and sellers must provide honest, accurate and complete information during refund and dispute processes.

22. Contact and Support

To raise an issue or request a refund, start from your order detail page in your Zeko account where available.

For general refund queries, delivery issues, dispute support or payment questions, contact Zeko at saskia@zeko.co.za.

Zeko aims to respond as soon as reasonably possible. Response times may vary depending on weekends, public holidays, courier investigations, seller response times, payment provider processes and the complexity of the issue.