Buyer Protection Policy

Buyer Protection applies from time of purchases until 7 days after delivery of which meet the requirements outlined in this policy.

Eligibility

A purchase may qualify for Buyer Protection if:

  • The order was placed through the My Adz South Africa Marketplace.
  • Payment was completed using the official My Adz South Africa payment system.
  • The buyer complies with all Marketplace Terms & Conditions.
  • A claim is submitted within the required timeframes. (within 7 days of delivery)
  • The buyer provides any information or evidence reasonably requested during the investigation.

Transactions completed outside the Marketplace payment system are not covered by Buyer Protection.

What Buyer Protection Covers

Eligible buyers may be protected in the following situations:

Item Not Received

A buyer may submit a claim if:

  • The seller fails to ship the item.
  • Tracking shows no delivery and the item has not been received.
  • The seller cannot provide reasonable proof of shipment or delivery.

Item Significantly Not as Described

A claim may be submitted if the received item differs substantially from the listing, including but not limited to:

  • The wrong item was delivered.
  • The item is counterfeit or fake.
  • The item is materially damaged and the damage was not disclosed.
  • Important parts or accessories are missing and were not disclosed.
  • The item’s condition differs significantly from the description.

Minor cosmetic differences, normal wear on used items that was reasonably disclosed, or slight colour variations due to photography generally do not qualify.

Unauthorised Transaction

If you believe your Marketplace account was used without your permission to make a purchase, contact My Adz South Africa immediately. We may temporarily suspend activity on the account while we investigate.

What Buyer Protection Does Not Cover

Buyer Protection does not apply to:

  • Purchases made outside the My Adz South Africa payment system.
  • Buyer remorse or simply changing your mind.
  • Incorrect sizes or colours where these were accurately described.
  • Damage caused after delivery due to misuse or improper handling.
  • Delivery delays caused by events beyond the seller’s reasonable control, such as courier disruptions or natural disasters.
  • Items prohibited by Marketplace policies.
  • Disputes relating solely to price after the purchase has been completed.

Filing a Claim

If you believe your purchase qualifies for Buyer Protection, you should:

  1. Contact the seller through the My Adz South Africa messaging system and attempt to resolve the issue.
  2. If the issue is not resolved, open a Buyer Protection claim within the timeframe specified by the Marketplace.
  3. Provide clear and accurate information about the issue.
  4. Submit any requested evidence, such as:
    • Photographs or videos of the item.
    • Order details.
    • Tracking information.
    • Communication with the seller.
    • Any other supporting documentation requested during the investigation.

Failure to provide requested information may affect the outcome of your claim.

Investigation Process

Once a claim has been opened, My Adz South Africa may:

  • Review the listing.
  • Review payment records.
  • Request information from the buyer.
  • Request information from the seller.
  • Review tracking and delivery information.
  • Consider any additional evidence submitted by either party.

Each claim is assessed individually based on the available evidence.

Possible Outcomes

Following the investigation, My Adz South Africa may:

  • Approve the claim.
  • Reject the claim.
  • Request additional information before making a decision.
  • Arrange for the return of the item before a refund is issued, where appropriate.
  • Issue a full or partial refund where justified under this policy and applicable law.

Refund Process

Where a refund is approved:

  • Refunds will generally be returned to the original payment method used for the purchase.
  • Processing times may vary depending on the payment provider or financial institution.
  • Any applicable Marketplace fees will be handled in accordance with the Payment & Payout Policy.

Abuse of Buyer Protection

Buyer Protection is intended to protect genuine buyers.

My Adz South Africa may suspend or permanently restrict Marketplace access where a buyer:

  • Submits false claims.
  • Provides misleading or fraudulent evidence.
  • Repeatedly abuses the Buyer Protection process.
  • Attempts to obtain products or refunds dishonestly.

Limitation of Buyer Protection

Buyer Protection is provided at the discretion of My Adz South Africa and is subject to applicable South African laws.

While we aim to provide a fair resolution for every eligible claim, Buyer Protection is not an insurance policy or product warranty and does not guarantee reimbursement in every circumstance.

Changes to this Policy

My Adz South Africa may amend this Buyer Protection Policy from time to time. Updated versions will be published on the Marketplace, and continued use of the platform constitutes acceptance of the revised policy.