Refund Policy

1. Purpose

This Agreement outlines the Company’s policies regarding refunds, returns, and cancellations of purchases made through our Website (www.10zeros.co.za) or directly through our engineering division.

2. Eligibility for Refunds

Refunds or returns may be issued under the following conditions:

• The product delivered was damaged, defective, or materially not as described.
• The service was not delivered as promised in accordance with agreed project specifications.
• The refund or return request is submitted within 7 days of delivery / receipt of goods (in line with statutory ECTA s 44 and CPA provisions).
• Valid proof of purchase (order confirmation number or official tax invoice) is provided.

3. Non-Refundable Items and Services

The following items and services are strictly non-refundable:

• Customized or personalized fabrications (e.g., custom-sized HVAC ducting, bespoke extractor canopies, or made-to-order furniture and couches manufactured to specific client dimensions);
• Digital goods, CAD engineering schematics, or software once downloaded or accessed;
• Subscription fees after the applicable billing cycle has commenced; and
• Professional engineering, installation, or maintenance services that have already been rendered in full.

4. Request Procedure

To request a refund, exchange, or return, the Customer must follow these steps:

1. Contact the Company via email at info@10zeros.co.za.
2. Provide your Order Number, a clear explanation of the issue, and photographic/video evidence in the case of damaged or defective items.
3. Our support team will review your submission within 3 business days and provide return instructions or confirmation.

5. Refund Method & Processing Timelines

Approved refunds will be processed using the original payment method (credit card refund, Paystack/Ozow reversal, or EFT back to the verified payer account). Processing times typically range between 3 to 7 business days depending on your banking institution and payment provider.

6. Product Exchanges

In certain circumstances, the Company may offer a replacement or exchange instead of a monetary refund, particularly for physical stock items that were damaged in transit. Exchanges are subject to immediate product stock availability.

7. Order Cancellation Policy

Customers may cancel standard product orders within 48 hours of placing the order, provided the goods have not already been dispatched or cut/fabricated. For ongoing subscription-based service retainers, cancellations must be communicated before the next billing cycle begins.

8. Discretionary Rights & Abuse Prevention

The Company reserves the right to evaluate, approve, or deny any refund or cancellation request at its sole discretion, especially in instances of suspected policy abuse, deliberate tampering, or false claims.

9. Governing Law & Effective Date

This Agreement shall be governed by and construed in accordance with the laws of the Republic of South Africa.