Refund & Returns Policy

This Refund & Returns Policy applies to all purchases made through the My Adz South Africa Marketplace (“Marketplace”). It explains the rights and responsibilities of buyers and sellers regarding returns, refunds, exchanges and cancelled orders.

My Adz South Africa (“My Adz”, “we”, “our” or “us”) provides an online marketplace that connects buyers with independent third-party sellers. Unless expressly stated otherwise, My Adz is not the seller of products listed on the Marketplace.

Each seller is responsible for fulfilling orders, processing eligible returns and complying with all applicable South African laws, including the Consumer Protection Act, 2008 (“CPA”).

By purchasing through the Marketplace, you agree to this Refund & Returns Policy.

Buyer’s Rights

Buyers are entitled to receive products that:

  • Match the description provided in the listing.
  • Are of acceptable quality.
  • Are free from defects unless clearly disclosed.
  • Are delivered in the condition advertised.
  • Are fit for their intended purpose where applicable.

Nothing contained in this policy limits any rights granted to consumers under South African law.

Change of Mind Returns

Unless otherwise required by law or specifically offered by the seller, sellers are not obligated to accept returns because a buyer:

  • Changed their mind;
  • Ordered the incorrect item;
  • No longer requires the product;
  • Purchased the wrong size or colour after ordering.

Individual sellers may choose to offer change-of-mind returns and must clearly state their return conditions within their listing.

Damaged, Defective or Incorrect Items

A buyer may request a return or refund where the product:

  • Arrives damaged;
  • Is defective;
  • Differs materially from the listing description;
  • Is incomplete;
  • Is the incorrect item;
  • Is counterfeit or not genuine where advertised as authentic.

Buyers should notify the seller within 7 days after receiving the item.

Supporting photographs or videos may be requested to assist in resolving the matter.

Items That Cannot Be Returned

Unless required by law, the following items may not be eligible for return:

  • Digital products or downloadable content.
  • Gift cards or vouchers.
  • Personalised or customised products.
  • Perishable goods.
  • Health, hygiene or personal care items once opened.
  • Products damaged through misuse, negligence or improper handling by the buyer.
  • Items specifically marked as non-returnable.

Return Timeframes

Unless otherwise stated by the seller:

  • Buyers should report damaged, defective or incorrect items within 7 days of delivery.
  • Buyers wishing to exercise any rights under the Consumer Protection Act should do so within the applicable legal timeframes.
  • Sellers may specify longer return periods within their listings.

Late claims may not be accepted unless required by applicable law.

Return Process

To request a return, buyers should contact the seller directly.

The seller may:

  • Approve the return;
  • Request additional information;
  • Offer a replacement;
  • Offer a repair where appropriate;
  • Offer a partial refund;
  • Decline the request where the return does not qualify.

Return Shipping

Unless otherwise agreed:

  • Sellers are responsible for return shipping costs where the seller supplied the wrong, damaged or defective item.
  • Buyers are generally responsible for return shipping where returning an item for reasons not caused by the seller.

The seller will provide return instructions where applicable.

Refunds

Where a refund is approved, it may include:

  • The purchase price;
  • Applicable shipping charges where required.

Refunds will normally be issued using the original payment method used for the purchase.

Processing times may vary depending on payment providers and financial institutions.

Partial Refunds

A seller may offer a partial refund where:

  • The buyer chooses to keep a product with minor cosmetic damage;
  • Only part of an order is affected;
  • Both parties mutually agree to a partial settlement.

Acceptance of a partial refund is voluntary unless otherwise required by law.

Exchanges

Where stock is available, sellers may choose to replace or exchange products instead of issuing a refund.

Replacement products are subject to availability.

Cancelled Orders

Orders may be cancelled where:

  • Payment was unsuccessful.
  • The seller cannot fulfil the order.
  • The product is unavailable.
  • Fraud prevention checks fail.
  • Both buyer and seller mutually agree to cancel.

Where payment has already been received, any approved refund will be processed accordingly.

Marketplace Disputes

If a buyer and seller cannot resolve a return or refund directly, either party may request assistance from My Adz.

My Adz may:

  • Review order information.
  • Review communication between the parties.
  • Request supporting evidence.
  • Facilitate a fair resolution.

My Adz reserves the right to make a final marketplace decision regarding disputes involving payments processed through the Marketplace.

Abuse of the Returns System

My Adz reserves the right to refuse or restrict returns where users:

  • Submit fraudulent claims.
  • Abuse the refund process.
  • Return different items.
  • Damage products intentionally.
  • Provide false information.

Such conduct may result in account suspension or permanent removal from the Marketplace.

Seller Responsibilities

Marketplace sellers must:

  • Respond promptly to return requests.
  • Comply with South African consumer legislation.
  • Process approved refunds promptly.
  • Clearly communicate return conditions.
  • Cooperate with dispute investigations conducted by My Adz.

Repeated failure to comply may result in listing removal, account suspension or permanent termination.

Changes to this Policy

My Adz South Africa may amend this Refund & Returns 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.