Refund policy
Returns & Exchanges
At ZipNest, we want you to love your bedding. We take great care to ensure that every order reaches you in excellent condition. If something isn’t quite right, we’re here to help.
Returns
Due to the personal and hygienic nature of bedding, we can only accept returns of unused, unwashed and unopened products that are in their original packaging and in a resalable condition.
Eligible returns must be requested within 14 days of receiving your order.
To be eligible for a return:
- The product must be unused and unwashed.
- The product must be returned in its original packaging.
- All labels, tags and accessories must still be attached or included.
- Proof of purchase or your order number must be provided.
- The product must not show signs of use, washing, damage or alteration.
Products that have been used, washed or removed from their original packaging for use cannot be returned for hygiene reasons, unless the product is defective.
Exchanges
Need a different size or design? We are happy to assist with an exchange, subject to stock availability.
Exchange requests must be made within 14 days of receiving your order, and the product must meet the return conditions above.
If your preferred replacement product is unavailable, you may choose another available product or request an eligible refund.
Any difference in price between exchanged products will either be payable by the customer or refunded, as applicable.
Change-of-Mind Returns
If you change your mind about your purchase, you may return an eligible product within the return period.
Return courier costs for change-of-mind returns or exchanges are the responsibility of the customer.
Original delivery fees are non-refundable unless the product supplied was incorrect, damaged or defective.
Damaged, Defective or Incorrect Products
Every ZipNest order is carefully checked before dispatch. However, if you receive an incorrect, damaged or defective product, please contact us as soon as reasonably possible after receiving your order.
Please provide your order number together with clear photographs or videos showing the issue so that our team can assess it promptly.
Where the product is confirmed to be defective, damaged on arrival or incorrectly supplied, ZipNest will arrange an appropriate replacement, exchange, repair or refund in accordance with applicable South African consumer law. Where applicable, ZipNest will cover the reasonable return delivery costs.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method. Processing times may vary depending on your bank or payment provider.
Products returned in a used, washed, damaged or otherwise non-resalable condition may not qualify for a refund unless the return relates to a valid defect or other right available under applicable consumer law.
Sale & Promotional Items
Sale or promotional items may be returned or exchanged where required by applicable consumer law. Change-of-mind returns on promotional products remain subject to the eligibility requirements in this policy.
How to Request a Return or Exchange
Please contact the ZipNest Customer Care Team with:
- Your full name
- Order number
- Product you would like to return or exchange
- Reason for the return or exchange
- Photographs where the product is damaged, defective or incorrect
Please do not send a product back before receiving return instructions from our team.
Our Commitment
At ZipNest, our goal is simple: beautiful bedding, easier mornings and happier homes.
We will always aim to handle returns and exchanges fairly, efficiently and in accordance with the Consumer Protection Act 68 of 2008 and other applicable South African consumer laws.
ZipNest reserves the right to update this policy from time to time. Nothing in this policy is intended to limit any rights available to consumers under applicable South African law