Return Policy

SA E-commerce Chamber — Return & Refund Policy

Last updated: 05 October 2026

SA E-commerce Chamber is a community of verified, independent sellers. Each seller runs their own business, so returns are handled directly between buyer and seller — but our SA eChamber Secure Payment Initiative (escrow) protects both sides before money changes hands.

1. The escrow safety net comes first

Most return problems never happen because we hold payment until you're happy:

• When you buy, your money sits safely in the SA eChamber secure escrow account.
• Seller is only paid once you inspect and accept the goods.
• If goods never arrive or are not as agreed, you simply don't Accept — money is not released.

Buyer tip: Never click Accept until you have received, unpacked and checked your order.

2. Your rights under South African law

Every sale must follow SA law. These rights can never be removed by a seller:

• Good quality & as described: Goods must match the description and be free of defects.
• 6 months for faulty goods (CPA): If goods are faulty, unsafe or not as described within 6 months of delivery, you can choose repair, replacement or refund.
• 7-day cooling-off (ECTA): For online purchases, you can cancel within 7 days after delivery without reason. Item must be unused in original packaging. You pay the direct cost of returning it. Does NOT apply to custom-made, personalised, perishable, or hygiene products once opened, or digital goods / services already started with your consent.

3. When you can return

You can typically return if:

• It's faulty, damaged or defective on arrival
• It's not as described or very different from the listing
• Wrong item or incomplete
• You are within the 7-day cooling-off period

Change of mind: Sellers MAY offer voluntary change-of-mind returns at their own discretion, e.g. unused, unopened in original packaging within 14 days. This is not required by law, but many verified sellers offer it to build trust. Check the seller's listing for their policy.

4. When a return may not apply

Unless faulty or not as described, returns may not be available for:

• Items damaged by misuse after delivery
• Goods made or personalised to your order
• Perishable, hygiene or intimate products once opened
• Digital products, downloads, or services already performed

A seller can never exclude your CPA rights in Clause 2. These exclusions are only for voluntary returns.

5. How to return — step by step

1. Contact seller first: Message the seller ASAP with order number and photos if faulty / wrong.
2. Don't Accept yet: If money is still in SA eChamber escrow, do NOT click Accept until issue is resolved — this is your strongest protection.
3. Agree: Buyer and seller agree if it's repair, replacement or refund, and how it will be returned.
4. Return it: Send back as agreed and keep proof of postage / tracking.
5. Get resolved: For open escrow deals, funds are released or refunded per agreement. For deals already released, seller refunds you directly.

6. Who pays for return shipping

• Seller pays — if item is faulty, damaged, wrong or not as described.
• Buyer pays — if it's change-of-mind or 7-day cooling-off return.

This aligns with the CPA.

7. Refunds

• If still in escrow: Refund is done through the SA eChamber escrow — money goes back to buyer once return is confirmed.
• If already released: Seller refunds directly via EFT or original payment method.

Escrow fees: If transaction was created and funds were deposited, the escrow service has been used. The R49+ escrow fee is non-refundable. If you cancel before any deposit, no fee is charged.

Timeframe: Refunds are processed within 7-14 business days after returned goods are received and checked.

8. Disputes

1. Buyer and seller try to resolve directly using transaction notes and tracking.
2. Because funds are held until acceptance, seller is not paid for goods never delivered.
3. If you can't agree, SA eChamber will assist as community administrator — we review escrow records, verification and delivery proof to guide a fair outcome. We are not the seller and cannot force a refund, but we help.
4. Unresolved consumer matters can go to the Consumer Goods and Services Ombud (CGSO).

9. The Chamber's role

SA E-commerce Chamber provides the verified community and the escrow-protected framework. We don't hold stock, ship goods or process refunds ourselves. Each seller must honour this policy and SA law.

Need help?
SA E-commerce Chamber — kagiso.monosi@outlook.com | +27 72 909 8611 | Johannesburg — Full address on invoices and available on request.