Return Policy
Understanding returns and refunds on our multi-vendor marketplace
Important Notice: MakhiMarket operates as a multi-vendor marketplace platform connecting independent sellers with customers. All return and refund requests are handled directly between customers and the individual vendors who sold the products. Each vendor sets their own return policy, and MakhiMarket serves only as a platform facilitator.
1. MakhiMarket's Role as Platform Provider
1.1 Platform Facilitator Only
MakhiMarket provides an online marketplace platform that connects independent third-party vendors with customers. We are NOT the seller, manufacturer, or supplier of products listed by vendors.
1.2 Vendor Responsibility for Returns
All return, refund, and exchange requests must be directed to the individual vendor who sold the product. Each vendor is solely responsible for:
- Setting their own return policy and return period
- Determining whether to accept or reject return requests
- Inspecting returned products for eligibility
- Processing refunds, exchanges, or store credit
- Covering return shipping costs (unless otherwise stated)
- Handling all customer service related to returns
1.3 MakhiMarket Disclaimer
IMPORTANT: MakhiMarket expressly disclaims all responsibility and liability for:
- Vendor refusal to accept returns
- Delayed or denied refunds by vendors
- Vendor return policy terms and conditions
- Quality or condition of returned products
- Return shipping arrangements or costs
- Disputes between customers and vendors regarding returns
- Vendor compliance with their stated return policies
2. General Return Guidelines
2.1 Vendor Discretion
All returns are subject to the individual vendor's discretion and their specific return policy. Vendors have the right to:
- Accept or reject any return request
- Set their own return period (e.g., 7 days, 14 days, 30 days, or no returns)
- Require specific conditions for returns (original packaging, unused, etc.)
- Charge restocking fees or return shipping fees
- Offer exchanges, store credit, or refunds at their discretion
- Exclude certain products from returns (perishables, personalized items, etc.)
2.2 How to Request a Return
To initiate a return request:
- Contact the Vendor Directly: Use the contact information provided on the vendor's store page or in your order confirmation email
- Provide Order Details: Include your order number, product details, and reason for return
- Wait for Vendor Response: The vendor will review your request and respond within their stated timeframe (typically 1-3 business days)
- Follow Vendor Instructions: If approved, follow the vendor's specific instructions for returning the product
- Track Your Return: Keep proof of return shipment and tracking information
2.3 Common Return Conditions
While each vendor sets their own policy, most vendors require returned products to be:
- Returned within the vendor's specified return period
- In original, unused, and resalable condition
- In original packaging with all tags, labels, and accessories
- Accompanied by proof of purchase (receipt or order confirmation)
- Free from damage, wear, or alteration
Tip: Always check the vendor's specific return policy on their store page before making a purchase. Each vendor's policy may differ significantly.
3. Your Consumer Rights (South Africa)
3.1 Consumer Protection Act (CPA) Rights
Under the South African Consumer Protection Act (Act 68 of 2008), consumers have certain statutory rights that cannot be waived, including:
Right to Return for Defective/Unsafe Products
If a product is defective, unsafe, or does not match the description provided, you have the right to:
- Return the product within 6 months of purchase
- Request a refund, replacement, or repair
- Receive compensation for damages caused by defective products
Cooling-Off Period (Direct Marketing Only)
For transactions concluded through direct marketing (email, SMS, phone), you may cancel within:
- 5 business days after receiving the goods
- Return goods in original condition
- Receive full refund excluding return shipping costs
Note: The 5-day cooling-off period does NOT apply to normal online purchases where you browsed and selected products yourself. It only applies to direct marketing situations.
3.2 Faulty or Non-Conforming Goods
If goods are faulty, defective, or do not match the vendor's description, you may be entitled to:
- Repair or replacement of the product at no cost
- Partial or full refund if repair/replacement is not possible
- Cancellation of the purchase and full refund
How to Exercise These Rights:
- Contact the vendor immediately with evidence of the defect (photos, videos)
- Request repair, replacement, or refund under the CPA
- If the vendor refuses, contact MakhiMarket support to assist with mediation
- If unresolved, you may file a complaint with the National Consumer Commission
3.3 Exclusions from CPA Return Rights
The following products are typically excluded from CPA return rights (change of mind returns):
- Perishable goods (food, fresh produce)
- Goods made to customer specifications (personalized/custom items)
- Sealed goods opened for health/hygiene reasons (cosmetics, underwear)
- Digital products that have been downloaded or accessed
- Newspapers, magazines, and periodicals
4. Refund Processing & Timelines
4.1 Vendor Responsibility for Refunds
Vendors are solely responsible for processing and issuing refunds. MakhiMarket does not process refunds on behalf of vendors.
4.2 Payment Hold & Disbursement Impact
Due to our payment processing system:
- Platform Payment Hold: Customer payments are held by MakhiMarket for 3-7 business days (7-14 days for new vendors) before disbursement to vendors
- Pre-Disbursement Returns: If a return is approved before funds are released to the vendor, refunds can be processed faster (typically 3-5 business days)
- Post-Disbursement Returns: If funds have already been disbursed to the vendor, the vendor must initiate the refund, which may take 7-14 business days
4.3 Refund Methods
Refunds will be processed using the original payment method:
- Credit/Debit Card: 5-10 business days to reflect in your account
- EFT/Bank Transfer: 3-5 business days
- PayPal: 3-5 business days
- Store Credit: Instant (if offered by vendor)
4.4 Partial Refunds
Vendors may issue partial refunds in cases where:
- Product is returned without original packaging
- Product shows signs of use or damage
- Return is made after the vendor's specified return period
- Restocking fees apply (as stated in vendor's policy)
- Return shipping costs are deducted
Refund Delays: If your refund is delayed beyond the vendor's stated timeframe, please contact the vendor directly first. If the vendor is unresponsive, contact MakhiMarket support for assistance.
5. Non-Returnable Items
5.1 Generally Non-Returnable Products
The following items are typically non-returnable unless defective or faulty:
- Perishable Goods: Fresh food, frozen items, dairy products, beverages
- Health & Hygiene Products: Opened cosmetics, skincare, personal care items, underwear
- Personalized/Custom Products: Items made to order or personalized with customer specifications
- Digital Products: Downloaded software, e-books, digital vouchers, airtime
- Gift Cards & Vouchers: Non-refundable once issued
- Clearance/Final Sale Items: Items marked as final sale or clearance (as stated by vendor)
- Opened Sealed Products: Electronics, software, media with broken seals
5.2 Vendor-Specific Exclusions
Vendors may exclude additional product categories from returns. Always check the vendor's return policy before purchasing.
Exception: Even if an item is listed as non-returnable, you still have the right to return defective, unsafe, or misrepresented products under the Consumer Protection Act.
6. Damaged or Lost Items During Shipping
6.1 Items Damaged in Transit
If you receive a damaged or defective product:
- Document the Damage: Take photos/videos of the packaging and product immediately
- Do Not Discard Packaging: Keep all packaging materials for inspection
- Contact Vendor Within 48 Hours: Report the damage with photographic evidence
- File Courier Claim (if applicable): The vendor may need to file a claim with the shipping courier
6.2 Lost or Undelivered Packages
If your package is marked as delivered but you did not receive it:
- Check with neighbors, building security, or household members
- Verify the delivery address on your order
- Contact the vendor immediately to report the issue
- The vendor will investigate with the courier and may issue a replacement or refund
6.3 Responsibility for Shipping Damage
Vendors are responsible for ensuring products reach customers in good condition. If a product is damaged during shipping, the vendor should offer a replacement or refund at no cost to the customer.
7. Return Shipping & Associated Costs
7.1 Who Pays for Return Shipping?
Return shipping costs depend on the reason for the return:
- Defective/Wrong Product: Vendor pays return shipping
- Change of Mind: Customer typically pays return shipping (unless vendor offers free returns)
- Vendor's Error: Vendor pays return shipping
7.2 Return Shipping Instructions
Always follow the vendor's return shipping instructions, which may include:
- Specific courier or shipping method to use
- Return shipping label provided by vendor
- Insurance requirements for high-value items
- Tracking number requirements
Important: Keep your return shipping receipt and tracking information until the return is fully processed and refund is received.
7.3 Restocking Fees
Some vendors may charge restocking fees for non-defective returns. Restocking fees typically range from 10% to 25% of the product price and must be clearly stated in the vendor's return policy.
8. Exchanges & Replacements
8.1 Vendor Exchange Policies
Exchanges for different sizes, colors, or models are subject to:
- Vendor's exchange policy and availability of replacement items
- Same price category (unless customer pays the difference)
- Product availability in vendor's inventory
8.2 Exchange Process
To request an exchange:
- Contact the vendor with your exchange request
- Confirm availability of the desired replacement item
- Return the original item following vendor instructions
- Vendor will ship the replacement once they receive and inspect the returned item
8.3 Defective Item Replacements
For defective or faulty products, vendors should offer:
- Priority replacement at no additional cost
- Free return shipping for the defective item
- Free shipping for the replacement item
- Expedited processing of replacement orders
9. Dispute Resolution & Complaints
9.1 Step 1: Contact the Vendor
Always attempt to resolve return disputes directly with the vendor first. Most issues can be resolved through direct communication.
9.2 Step 2: MakhiMarket Mediation
If you cannot resolve the issue with the vendor, you may request MakhiMarket's assistance:
- Contact our support team with full details of the dispute
- Provide evidence (order details, communication with vendor, photos, etc.)
- MakhiMarket will mediate between you and the vendor
- We may request the vendor to comply with CPA requirements
Important Limitation: While MakhiMarket will assist with mediation, we cannot force vendors to accept returns or issue refunds beyond their legal obligations under the Consumer Protection Act. Our role is limited to facilitation and mediation.
9.3 Step 3: External Complaint Channels
If mediation is unsuccessful, you may escalate your complaint to:
- National Consumer Commission (NCC): www.thencc.gov.za | 012 428 7000
- Consumer Goods and Services Ombud: www.cgso.org.za | 0860 000 272
- Consumer Protection Act Hotline: 0860 003 600
9.4 Platform Action Against Non-Compliant Vendors
MakhiMarket reserves the right to take action against vendors who:
- Repeatedly violate CPA requirements
- Refuse to honor legitimate return requests
- Engage in fraudulent or deceptive practices
- Fail to respond to customer complaints
Actions may include warnings, temporary suspension, or permanent removal from the platform.
10. Important Disclaimers & Limitations
10.1 MakhiMarket's Limited Role
MakhiMarket is a marketplace platform only. We do not:
- Sell products directly to customers
- Process or guarantee vendor refunds
- Control vendor return policies or decisions
- Inspect returned products
- Handle return shipping or logistics
- Store, warehouse, or handle returned inventory
- Accept returns on behalf of vendors
10.2 No Guarantee of Return Acceptance
MakhiMarket cannot guarantee that any vendor will accept your return request. Returns are subject to individual vendor policies and discretion, except where required by law (Consumer Protection Act).
10.3 Customer Responsibility
Customers are responsible for:
- Reading and understanding vendor return policies before purchase
- Initiating return requests within vendor timeframes
- Properly packaging and shipping returned items
- Obtaining proof of return shipment
- Communicating directly with vendors
- Following vendor return instructions
10.4 Vendor Independence
All vendors on MakhiMarket are independent businesses. MakhiMarket does not employ, partner with, or control vendor operations, policies, or decisions.
11. How to Contact Vendors & Support
11.1 Contacting Vendors
To contact a vendor about a return:
- Vendor Store Page: Visit the vendor's store on MakhiMarket and use the contact form
- Order Confirmation Email: Vendor contact details are included in your order confirmation
- My Account: Log in to view your orders and access vendor contact information
11.2 MakhiMarket Support
For assistance with return-related issues or vendor disputes:
- Email: support@makhimarket.co.za
- Phone: [Your Phone Number]
- Support Hours: Monday - Friday, 8:00 AM - 5:00 PM SAST
- Response Time: Within 24-48 hours