Warranty & Protection Policy

    We stand behind every product. When something goes wrong, we fix it — that's our promise.

    Effective Date: 13 March 2026

    The Zurri Promise

    At Zurri, we stand behind every product on our platform. When something goes wrong, we don't point fingers at sellers — we fix it. That is our promise.

    What This Policy Covers

    This policy covers all physical products purchased through Zurri that arrive:
  1. •Damaged or broken
  2. •Significantly different from the product description or images
  3. •Incomplete or missing components
  4. •Expired or unusable at the time of delivery

    5. What Is Not Covered

  5. •Consumable products that have been opened and used (spices, herbal products, shea butter, cosmetics) unless they arrived expired or visibly damaged on delivery
  6. •Damage caused by the customer after delivery
  7. •Fabric products where the customer selected the wrong size or colour
  8. •Change of mind purchases

    9. Warranty Periods by Category

    All periods begin from the date of delivery confirmed by the courier.
    CategoryWarranty Period
    Wigs & Hairpieces30 days
    Hair Products14 days
    Cosmetics14 days
    Fabrics14 days
    Packaging30 days
    Art30 days
    Shea Butter14 days
    Spices & Herbal7 days

    How to Claim

    1

    Contact Zurri directly

    Do not contact the seller. Email us at info@zurri.africa or WhatsApp us within your warranty period.

    You will never be redirected or told to chase the seller yourself.

    2

    Send us evidence

    Simply send:
  9. Your order number
  10. A photo or short video of the issue
  11. A brief description of what went wrong
    12. No need to package anything up or ship anything back unless we specifically request it.
    3

    We resolve it within 48 hours

    Once we receive your evidence we will respond within 48 business hours with one of the following resolutions:
  12. •Full replacement shipped at no cost to you
  13. •Full refund to your original payment method
  14. •Store credit at 110% of the original purchase value if you prefer
    15. The choice of resolution is yours, not ours.

    Our Commitment

    If a seller on our platform is responsible for the defect, Zurri handles the dispute with them internally. That is never your problem. You contacted Zurri, Zurri makes it right — regardless of what the seller says or does.

    If we fail to respond within 48 hours of a valid warranty claim, we will automatically upgrade your resolution to store credit at 120% of your purchase value as an apology.

    Refund Processing Times

    Payment MethodProcessing Time
    Credit / Debit Card3 – 5 business days
    EFT / Bank Transfer2 – 3 business days
    Store CreditInstant

    Consumer Protection Notice

    This policy does not affect your statutory consumer rights under the South African Consumer Protection Act (CPA) No. 68 of 2008.

    Need to file a claim?

    We're here to make it right. Contact us directly and we'll handle everything.

    Contact Us
    Zurri

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