Zonke Complete Refunds, Exchanges, and DOA Policy

Effective Date: November 2, 2026

Last Updated: November 2, 2026

1. Introduction & Platform Scope

Zonke is a digital marketplace that connects independent wholesalers with independent sales agents. When you purchase through Zonke, your order is fulfilled directly by the third-party wholesaler supplying the product.

While sales agents facilitate the sale, the fulfilling wholesaler is legally and operationally responsible for inventory quality, order fulfillment, shipping, and physical returns, exchanges, or warranty services.

2. General Return & Exchange Eligibility

To be eligible for a return or exchange under the Zonke marketplace framework:

  • Timeframe: Standard return requests must be initiated within 7 calendar days of delivery.

  • Condition: Items must be unused, in their original packaging, and in the same condition that you received them (including all tags, manuals, and accessories).

  • Proof of Purchase: A valid Zonke order confirmation number or invoice is strictly required.

3. Shipping and Return Logistics

  • Wholesaler Responsibility: Because wholesalers are directly responsible for shipping products to customers, all physical returns must be shipped back to the specific fulfilling wholesaler, not to Zonke or the sales agent.

  • Return Shipping Costs:

    • If the item arrived damaged, defective, or incorrect, the fulfilling wholesaler is responsible for covering return shipping costs.

    • For change-of-mind returns or exchanges, the customer is typically responsible for return shipping and handling fees.

4. Dead-On-Arrival (DOA) Policy for Electronic Goods

  • Definition of DOA: An electronic item is considered Dead-On-Arrival (DOA) if it fails to power on, initializes with a critical hardware failure right out of the box, or is completely non-functional upon initial setup and testing when used in accordance with the manufacturer’s instructions.

  • Strict Reporting Timeframe: Due to the sensitive nature of electronics and strict supplier return windows, any claim for a DOA item must be reported within 48 hours of delivery. Claims reported after 48 hours will transition out of the DOA category and will instead be processed under standard manufacturer warranty or repair guidelines.

  • Customer Responsibilities & Evidence: Customers must inspect the packaging and test electronic items immediately. To expedite a DOA claim, clear photographic or video evidence demonstrating the failure must be provided.

  • Resolution: Upon verification by the fulfilling wholesaler, the wholesaler will promptly issue a brand-new replacement unit or a full refund (including initial and return shipping costs).

  • Exclusions: DOA does not cover issues caused by power surges during setup, improper electrical connections contrary to product specs, accidental physical damage after delivery, or user-inflicted software/firmware corruption.

5. Defective, Damaged, or Incorrect Items (Non-DOA)

If you receive a product that is damaged in transit, defective, or not what you ordered outside of the immediate DOA window:

  1. You must notify us within 48 hours of delivery.

  2. Provide clear photos or a short video showing the damage or defect.

  3. The fulfilling wholesaler will arrange for inspection, repair, replacement, or refund once the issue is verified.

6. Right to Repair, Replace, or Refund

  • Wholesaler Assessment: Upon receiving a returned item reported as defective, the fulfilling wholesaler reserves the right to inspect and test the product to verify the nature of the defect before issuing a repair, replacement, or refund.

  • Right to Repair: For electronic devices, appliances, and heavy goods, the fulfilling wholesaler or authorized service center reserves the initial right to repair the item using new or refurbished parts of equal or greater performance, provided the repair can be completed within a reasonable timeframe (typically within 14 to 21 business days). If successful, replacement or refund will not be granted.

  • Right to Replace: If the item cannot be successfully repaired, or if the repair process would cause significant delay or unreasonable inconvenience, the fulfilling wholesaler may elect to provide an identical replacement item (or an equivalent model of equal or greater value if discontinued).

  • Refund Eligibility: A full refund will only be issued if the fulfilling wholesaler determines that the product cannot be repaired or replaced, or if a replacement is unavailable within a reasonable timeframe.

7. Manufacturer Warranty Disclaimers (Electronic & Heavy Goods)

  • Third-Party Manufacturer Warranties: Products sold through Zonke may be backed by the original equipment manufacturer’s (OEM) warranty. Where applicable, warranty terms, duration, and service procedures are determined solely by the manufacturer or the fulfilling wholesaler.

  • Electronics Disclaimer: Electronics are subject to specific return/repair windows (typically 6 to 12 months) covering manufacturing defects under normal use. They do not cover software incompatibilities, user-inflicted data loss, normal wear and tear, unauthorized modifications, third-party repairs, or power surges.

  • Heavy Goods & Machinery Disclaimer: Heavy goods, appliances, and industrial equipment are subject to specific operational guidelines and professional installation requirements. Warranties are void if equipment is improperly installed, operated outside electrical/load capacities, subjected to commercial misuse (when sold for residential use), or operated without required routine maintenance.

8. Limitation of Liability & Platform Disclaimer

  • Platform Intermediary Role: Zonke acts solely as a digital marketplace connecting independent wholesalers and sales agents. Zonke does not manufacture, store, or physically handle products listed on the platform and assumes no direct liability for product safety, manufacturing defects, or shipping delays.

  • Exclusion of Consequential Damages: To the maximum extent permitted by applicable law, Zonke, its directors, employees, agents, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages—including loss of profits, data, use, goodwill, or other intangible losses—resulting from platform use, purchased products, or third-party conduct.

  • Maximum Aggregate Liability: In no event shall Zonke’s total aggregate liability to a customer for any claims arising out of or related to the platform exceed the total amount paid by the customer to Zonke for the specific transaction in question.

  • Statutory Rights: Nothing in this policy excludes or restricts any consumer rights or statutory guarantees under applicable consumer protection legislation that cannot be legally excluded.

9. How to Contact Us & Follow-Up Procedures

  • Locating Vendor Information: You can find the direct contact details (email, phone, and physical address) of the fulfilling wholesaler on the Zonke website under the Vendor Information section on the respective product or store page.

  • Recommended Contact Path: For immediate assistance with order tracking, returns, warranty claims, or product questions, we recommend contacting the fulfilling wholesaler and your sales agent directly using the contact information provided on your order confirmation or the vendor profile page.

  • Platform Support: If you experience difficulty reaching the wholesaler or agent, Zonke support can step in to mediate.