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REFUND & RETURNS POLICY

YZM Distributors (Pty) Ltd
www.yzmgroup.co.za

Last updated: January 2026

1. Overview

At YZM Distributors (Pty) Ltd, customer satisfaction is important to us.
This Refund & Returns Policy explains when and how customers may return products, request exchanges, or receive refunds when purchasing from www.yzmgroup.co.za (“the Site”).

This policy complies with the Consumer Protection Act (CPA) of South Africa.

2. Eligibility for Returns

You may request a return or exchange for qualifying products within:

✔ 7 days of delivery for unwanted items (Change of mind)

✔ 10 days of delivery for defective or damaged items

To qualify, all returned items must be:

  • Unused
  • In original packaging
  • In a resaleable condition
  • Accompanied by proof of purchase

Products that do not meet these criteria may be refused.

3. Items Not Eligible for Return

For hygiene, safety, and compliance reasons, the following cannot be returned, unless defective:

  • Health & wellness consumables
  • Diapers or personal care items
  • Supplements, vitamins, powders, or liquids
  • Items marked as “clearance” or “final sale”
  • Opened or used products
  • Products damaged due to customer misuse

4. Damaged or Defective Products

If a product arrives damaged, faulty, expired, or incorrect:

You must notify us within 48 hours of delivery

This allows us to assist you promptly and comply with courier insurance requirements.

We may request:

  • Photos of the product
  • Photos of the packaging
  • Batch/expiry information (if applicable)

If the product is confirmed defective, we will offer one of the following:

  • A replacement
  • A store credit
  • A full refund

5. Incorrect Items Delivered

If you receive the wrong product:

  • Do not open or use the item
  • Notify us within 48 hours
  • We will arrange collection and send you the correct item at no extra cost

6. 7-Day “Change of Mind” Returns

If you change your mind or ordered the wrong item:

  • The product must be unused and unopened
  • The customer is responsible for return courier costs
  • Refunds will exclude original shipping fees

Once inspected and approved, a refund will be processed within 3–7 working days.

7. Return Shipping & Collection

Return options:

1. Courier Collection (recommended)

We arrange a courier pick-up from your address.
Courier fees may apply depending on the reason for return.

2. Customer Drop-off

You may drop off returns at our physical location (if arranged in advance).

8. Refund Processing

Refunds for approved returns will be issued via:

  • Original payment method
  • Store credit (if requested)
  • EFT refund to your bank account

Refunds take 3–7 working days after return inspection.

We reserve the right to decline a refund if the product:

  • Shows signs of use
  • Is damaged after delivery
  • Is returned without packaging
  • Fails inspection criteria

9. Cancellations

Before Order is Dispatched

You may cancel at any time before the order is shipped — a full refund will be issued.

After Order Has Been Dispatched

The order will be treated as a normal return and return courier fees may apply.

10. Sale or Promotional Items

Sale, discounted, or promotional items can only be:

  • Returned if defective
  • Not refunded for change of mind

11. Missing Items in Your Order

If any item is missing:

  • Notify us within 48 hours of delivery
  • Provide photos of the parcel and invoice
  • We will investigate and resolve promptly

12. Customer Responsibilities

You are responsible for:

Reporting issues within the required timeframes

Providing accurate delivery information

Ensuring someone is available to receive the parcel

Inspecting the order upon delivery