RETURN & REFUND POLICY

Effective Date: 01/10/2024

At RETAILS.co.za, we provide a marketplace that connects independent vendors with customers. Please note that RETAILS.co.za serves only as a platform provider, and all returns, exchanges, and refunds are managed directly by the individual vendors. Below is an outline of the return process and responsibilities.

1. Vendor Responsibilities for Returns

Each vendor on RETAILS.co.za is responsible for:

  • Setting Return Policies: Vendors are required to clearly define their own return, refund, and exchange policies on their product listings. These policies may vary from vendor to vendor.
  • Processing Returns: Vendors must handle all return requests and inquiries directly with customers, ensuring that they comply with their stated policies.
  • Refunds & Exchanges: Vendors are responsible for issuing refunds or exchanges in accordance with their terms, and for communicating with customers throughout the return process.
  • Customer Service: Vendors must provide timely responses to customer inquiries regarding returns, and they are responsible for resolving any disputes that arise.

2. Customer Responsibilities

As a customer, it is important to:

  • Review Vendor Policies: Before making a purchase, you should carefully review the vendor’s return, refund, and exchange policies. These are provided on each product page by the vendor.
  • Contact the Vendor Directly: If you need to return a product or request a refund or exchange, you must contact the vendor directly through the platform. Each vendor handles their own return procedures.

3. RETAILS.co.za’s Role

As a platform provider, RETAILS.co.za is not involved in the return or refund process, but we are committed to ensuring the marketplace runs smoothly. Our role includes:

  • Facilitating Communication: We provide the platform that allows customers and vendors to communicate, but we do not intervene in individual return processes unless there is a breach of marketplace policies.
  • Dispute Resolution: In cases where a vendor does not follow their stated return policy or refuses to engage with a customer, RETAILS.co.za may step in to mediate. However, the final resolution remains the responsibility of the vendor.

4. Return Eligibility

The eligibility for returns, refunds, or exchanges is determined by each vendor, and customers should ensure they understand the vendor’s terms before completing a purchase. General guidelines to consider:

  • Return Window: Many vendors allow returns within a specific time frame (e.g., 14 days), but this may vary.
  • Condition of Products: Returned items must generally be in their original condition, unused, and in their original packaging unless otherwise specified by the vendor.
  • Non-Returnable Items: Some items, such as custom-made products, perishables, or personal care items, may not be eligible for returns. Vendors will specify these conditions in their listings.

5. Shipping Costs for Returns

  • Vendor Policies: Vendors determine who covers the cost of return shipping. Some may offer free returns, while others may require the customer to pay for return shipping. Customers should check each vendor’s return shipping policy before making a purchase.
  • Damaged or Incorrect Items: In cases where a product arrives damaged or does not match the description, vendors are generally responsible for covering return shipping costs. Please contact the vendor directly to resolve such issues.

6. Refund Process

  • Vendor-Managed Refunds: Once a return is processed and approved, the vendor is responsible for issuing the refund in accordance with their policy. Refunds are typically processed back to the original payment method.
  • Processing Time: Refunds may take between 7-14 days to appear in your account, depending on the vendor’s refund processing time and your payment provider.

7. Dispute Resolution

If you encounter difficulties with a return or refund that cannot be resolved directly with the vendor:

  • Contact Us: You can reach out to RETAILS.co.za’s support team, and we will assist in facilitating communication with the vendor.
  • Mediation: If a vendor fails to honour their return policy or refuses to engage with a valid return request, RETAILS.co.za may mediate to find a resolution. However, the final decision lies with the vendor.

Contact Information for Returns Support:
For any general queries regarding the returns process, please reach out to our support team at:
Email: support@retails.co.za