Refund policy

DETECTIVE ZERO – REFUND & RETURN POLICY

At Detective Zero, we take pride in crafting immersive, tactile mystery experiences. Because our case files contain hidden clues, evidence documents, and sealed elements designed for one-time mystery solving, specific conditions apply to returns, cancellations, and refunds in terms of South African law.

1. Change of Mind / Non-Defective Returns

Under South African law, there is no general legal right to return a product simply because you changed your mind.

Physical Case Files: Due to the single-use narrative nature of our detective packs (where spoilers and solution access occur upon opening), we do not offer refunds, returns, or exchanges for change-of-mind once the package or sealed evidence envelopes have been opened or tampered with.
Unopened Packs: If you change your mind before opening the package, you may return the unopened, fully sealed product within 7 days of delivery in terms of Section 44 of the Electronic Communications and Transactions Act (ECTA).
- You will be responsible for the direct cost of returning the item via courier to Detective Zero.
- The product must be returned in its original, undamaged outer packaging. Once inspected and verified as intact, a refund will be processed minus initial delivery fees.

2. Defective, Missing, or Damaged Goods (CPA Section 56)

We quality-check every Detective Zero case file before shipping. However, in accordance with Section 56 of the Consumer Protection Act (CPA), if your case file arrives with a material defect or missing essential clues that prevent you from playing the game:

Notification Period: You must notify us at [joshbez101@gmail.com] within 7 days of delivery, providing your order number and photo/video proof of the damage or missing components.
Remedies: If a defect or missing item is verified, you have the right under the CPA to request:
- A replacement of the missing or damaged clue/component (sent via courier at our expense); OR
- A complete replacement of the case file; OR
- A full refund of the purchase price.
Inspection: Detective Zero reserves the right to inspect returned items to confirm if the defect was present upon delivery or caused by post-delivery misuse/alteration.

3. Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

Any case file where sealed evidence bags, confidential envelopes, or top-secret stickers have been opened, broken, or tampered with.
Digital downloads or printable PDF case files (once the link/file has been accessed or sent).
Items purchased during clearance sales or specifically customized for an event.

4. Direct Marketing & "Cooling-Off" Period (CPA Section 16)

If you purchased a Detective Zero pack directly as a result of unsolicited direct marketing (e.g., an unsolicited direct email or SMS from us):

You have a 5-business-day cooling-off period after delivery to cancel the order without penalty.
You must return the goods in their original, unopened condition at your own expense within 10 business days of cancellation to qualify for a full refund.

5. Return Process & Logistics

To initiate a return for a defective item or an unopened ECTA cancellation:

Contact us via email at [joshbez101@gmail.com] with your order number and full details.
Do not return any items to a locker or physical address without prior written confirmation from Detective Zero.
If returning an item yourself, you must use a trackable courier service (e.g., Pudo, Courier Guy). Detective Zero is not responsible for items lost or damaged in transit back to us.