Refund policy
At Zisabo Electrical & Water Solutions, we take pride in delivering high-quality electrical and water solutions. Your satisfaction is important to us, and we have clear refund and return policies in place to ensure a fair and transparent process.
Product Purchases | Quality Assurance
We ensure that all products provided by Zisabo Electrical & Water Solutions meet stringent quality standards. In the rare event that you receive a defective or damaged product, we have guidelines in place for returns and refunds.
The Consumer Protection Act, Act 68 of 2008, applies to all transactions in South Africa and is honoured by Zisabo. Consumers have the right to return unsafe or defective goods within six months of delivery.
Goods that have been custom made, altered, used or installed cannot be returned.
A defective good is one that fails to meet the expected standards of quality, safety, or usability. This can occur due to:
- Manufacturing defects: Issues that arise during the production process, making the product unsafe or unusable.
- Design defects: Flaws inherent in the product’s design, making it dangerous or ineffective from the start.
- Warning defects: Inadequate instructions or warnings that fail to inform users of potential risks associated with the product
You may be eligible for a return or refund within 7 days of receipt with free courier if:
- The product you received is defective or damaged upon arrival.
- There was an error in your order, such as receiving the wrong item.
You may be eligible for a return or refund within 7 days of receipt with pre-paid (by the purchaser) courier if:
- You change your mind about a product
Note: Products must be unused, in their original packaging, and in a resaleable condition. The product should be inspected before installation, as no return will be accepted after installation.
Order Errors and Transaction Reversal Fees
In the event that a customer places an order incorrectly, including but not limited to ordering the wrong product, incorrect specifications, incorrect quantities, or duplicate orders, and subsequently requests a cancellation, amendment, or refund after payment has been processed, Zisabo Electrical & Water Solutions reserves the right to levy a 5% transaction fee.
This fee is applied to recover non-refundable bank charges, payment gateway fees, and administrative costs incurred in processing and reversing the transaction.
This fee will be deducted from any refund due to the customer.
By placing an order on our website, the customer confirms that all order details are correct and acknowledges and accepts this condition.
No Warranty by Zisabo Electrical & Water Solutions (Manufacturer is Primary Warrantor)
Zisabo Electrical & Water Solutions acts as a reseller and is not the manufacturer of the products. All products are sold subject to the manufacturer’s warranty and the terms and conditions set by the relevant supplier. Zisabo Electrical & Water Solutions may facilitate the warranty process on behalf of the customer, however the final decision regarding repair, replacement or refund remains subject to the manufacturer or supplier’s assessment and approval.
Inspection Required Before Refund or Replacement
All defective goods returned to Zisabo Electrical & Water Solutions will first undergo inspection by either Zisabo Electrical & Water Solutions or the relevant manufacturer/supplier. Refunds or replacements will only be processed once the defect has been confirmed. Should the product be found to be in working order, or the damage caused by misuse or incorrect installation, the refund request will be declined and the customer may be liable for return shipping costs.
Installation Requirements
Products must be installed by a registered and qualified electrician or plumber, depending on the product type. Any damage caused by incorrect installation, poor workmanship, incompatible fittings, incorrect voltage, water damage, or unauthorised modification will void all warranties and refunds.
Exclusion of Liability for Consequential Damages
Zisabo Electrical & Water Solutions shall not be liable for any indirect, consequential, incidental or secondary damages arising from the use, installation, failure or malfunction of any product sold, including but not limited to installation costs, labour charges, travel costs, call-out fees, loss of business, or damage to other equipment. Liability is strictly limited to the replacement or refund of the product itself as assessed under the applicable manufacturer’s warranty and the Consumer Protection Act.
CPA Compliance and Limitation of Liability
Nothing in this policy limits or removes the customer’s rights under the Consumer Protection Act. Where applicable, Zisabo Electrical & Water Solutions will comply with the CPA’s six-month warranty on defective goods, however all defect claims remain subject to supplier or manufacturer technical assessment to determine whether the defect is due to manufacturing fault or consumer misuse.
The maximum liability of Zisabo Electrical & Water Solutions arising from any product sale shall not exceed the original purchase price of the product.
Zisabo Electrical & Water Solutions Not Responsible for Supplier Turnaround Time
Zisabo Electrical & Water Solutions facilitates the warranty process with the supplier or manufacturer on behalf of the customer. Processing times may vary depending on the supplier’s policies and turnaround time. Zisabo Electrical & Water Solutions shall not be liable for delays caused by third-party suppliers during inspection, testing, repair or replacement.
Non-Returnable Items
Please note that we cannot accept returns or offer refunds in the following cases:
- Products that have been custom-made, modified, cut to size, altered, installed, used, or damaged after delivery cannot be returned unless they are found to be defective under the CPA and confirmed as defective by the supplier or manufacturer.
- Incorrect product orders due to wrong information provided by the customer (e.g., wrong product specification, incorrect delivery details).
- Change of mind after the product has been installed or used.
- Products that have been damaged due to misuse or normal wear and tear.
- Items bought in sales and promotions.
- Unboxed items where we have stated it is unboxed or shop soiled.
Burden of Proof for Customer-Caused Damage
Where the supplier or manufacturer report determines that the defect was caused by misuse, negligence, incorrect installation, power surge, wear and tear, or accidental damage, the warranty claim will be rejected. In such cases, Zisabo Electrical & Water Solutions will not issue a refund or replacement, and the customer may be responsible for shipping or assessment fees.
How to Request a Return or Refund
Contact Us: If there is an issue with your product, please reach out to us within 7 days of receiving your order at info@zisabo.co.za. Provide your order number and a detailed description of the problem, along with photos if applicable.
Review Process: We will review your request and may ask for the item to be returned for inspection.
Return Shipping: If a return is required, we will provide instructions. Please ensure the product is securely packaged to avoid any further damage during transit. Returns will not be accepted for products that are damaged upon return due to insufficient packaging. Additionally, you may be charged the return shipping fee to have the damaged goods sent back to you.
Resolution: Once we have received and inspected the returned item, we will either provide a replacement or issue a refund to the original payment method. Refunds may take 7–10 business days to process.
Contact Information
For any questions or concerns regarding our refund policy, please contact us at:
Email: info@zisabo.co.za
Phone: 039 978 2026
WhatsApp: 0833498864
We will endeavour to respond to your query within 2 business days.
Thank you for choosing Zisabo Electrical & Water Solutions. We appreciate your trust and are committed to delivering reliable and high-quality services.
