Refund & Returns Policy

1. How YZgoods Works

YZgoods is a small South African online store based in Roodepoort, Gauteng. We sell a curated range of quality products — clothing, footwear, accessories, and home essentials — and ship them to customers anywhere in South Africa.

We work with trusted local suppliers to source stock and get orders to our customers quickly and at fair prices. Here's how an order works:

• You place your order on our website or via WhatsApp.
• Payment is processed securely by our South African payment provider.
• Once payment clears, we prepare your order and hand it to our courier partner.
• Delivery takes 5–10 business days from dispatch, depending on your area.

We're responsible for making sure your order reaches you as described. If anything goes wrong, you'll be dealing with us directly — not a third party.

2. Summary

To keep things short:

• ✅ We accept returns if we made a mistake — wrong item, damaged item, or item that doesn't match its description
• ❌ We do not accept returns for change of mind, wrong size (unless we sent the wrong size), or buyer's remorse
• 📅 You have 5 business days from delivery to report a problem
• 💬 We handle each case personally via email or WhatsApp
• 💸 Refunds are arranged case-by-case via bank transfer

3. What We Accept

We will replace or refund your order if:

• The item is different from what you ordered. Example: you ordered a blue shirt and received a red one.
• The item arrived damaged or defective. Example: a broken zip, torn seam, or cracked item on arrival.
• The item is materially different from its description. Example: the product page said "100% cotton" and the label says polyester.
• The item never arrived. If the courier confirms loss, we refund you in full.

4. What We Don't Accept

We do not accept returns for:

• Change of mind ("I don't want it anymore")
• Ordering the wrong size (unless we shipped the wrong size)
• Normal wear and tear after use
• Damage caused by the customer after delivery
• Items that have been used, washed, worn (beyond trying on), or altered
• Items with missing tags or original packaging
• Sale or clearance items (unless faulty)
• Personal-care items, underwear, or cosmetics (for hygiene reasons)

5. How to Request a Refund

If you have a valid reason to return something, here's what to do:

1. Contact us within 5 business days of delivery. Email us at jpvanrooyenr@gmail.com or WhatsApp 081 773 0677.
2. Send us:
   • Your order number (starts with #)
   • A short description of the problem
   • Clear photos showing the issue
   • Your preferred outcome: replacement or refund
3. We review your case. We'll reply within 2 business days with a decision and next steps.
4. If approved, we'll arrange collection or ask you to send the item back.
5. Once we receive the item and confirm the issue, we process your refund or ship a replacement.

6. Return Shipping

If the issue is our fault (wrong item, damaged item, description mismatch): we cover the return shipping. We'll arrange a courier to collect the item from you, or we'll reimburse you for the cost of sending it back.

In all other cases: the customer is responsible for return shipping costs. Please note we only accept returns for the reasons listed in section 3 — so if we didn't make a mistake, we generally won't accept a return at all.

7. How Refunds Are Paid

Refunds are arranged case-by-case. Once approved, we refund via bank transfer (EFT) to a South African bank account in your name.

We'll confirm the refund amount and banking details with you when we approve your refund.

8. Timelines

• Report the issue: within 5 business days of receiving your order
• Our response: within 2 business days of your report
• Return shipping: as arranged between us
• Refund paid: within 10 business days of us receiving the returned item and confirming the issue

9. Contact Us