Start with the business that sold the item. Its published policy and applicable consumer law govern the purchase. MarketLane has no central returns warehouse or refund-processing service.
Check the policy before you buy
- Ask about change-of-mind returns, cancellation, exchanges and any product-specific conditions.
- Confirm the return contact and address, how a return is arranged and who pays any applicable transport costs.
- Ask what a manufacturer or seller warranty covers, its duration and how to make a claim.
- Keep a copy of the policy, the listing, your invoice or receipt and the written agreement. A seller’s policy does not remove rights that apply under consumer law.
How to raise a return or refund request
Contact the seller promptly
Use the business email or WhatsApp details from the listing. Provide the product, purchase date, transaction reference and a clear description of the problem or request.
Include useful evidence
Send photos of damage, incorrect items or missing components where relevant. Keep your proof of purchase. Keep packaging if you still have it; missing original packaging does not automatically remove statutory rights for defective goods.
Agree the next steps in writing
Ask for the return address, collection arrangements, any inspection process and the proposed remedy. Do not send an item to an unconfirmed address.
Keep the return record
Keep tracking and proof of handover. Ask for written confirmation when the seller receives the goods and for a refund reference if a refund is processed.
Different requests can have different rules
| Situation | What to do |
|---|---|
| Changed your mind | Check the seller’s published policy and any cooling-off rights that apply to the transaction. Exceptions can depend on the item and type of sale. |
| Faulty, unsafe or wrong item | Explain the problem to the seller, keep evidence and ask about your available remedy. Statutory protections may apply regardless of a store policy. |
| Cancel before dispatch | Contact the seller as soon as possible and request written confirmation. Cancellation charges and eligibility must comply with applicable law. |
| Warranty claim | Provide the purchase record and product details. Ask whether the seller or manufacturer will assess the claim and how it will be handled. |
Your South African consumer rights
The Consumer Protection Act and, for applicable electronic transactions, the Electronic Communications and Transactions Act may provide rights beyond a seller’s voluntary policy. Which rules and exceptions apply depends on the transaction. A blanket “no refunds” statement does not automatically remove statutory rights.
The Consumer Goods and Services Ombud explains quality, warranty and return rights. If the seller has not resolved your complaint, check whether the Ombud can assist. These guides do not replace legal advice for a specific dispute.
For sellers: explain your after-sales process
Put clear cancellation, delivery, return and warranty information in your product description or provide it to the buyer before payment. Give customers a monitored contact method and keep a record of the agreed remedy.
Confirm payments and refunds through your gateway dashboard. Do not ask a customer for a banking password, OTP or full card details to process a refund. Respond to consumer complaints and honour the obligations that apply to your sale.