Returns & Refunds Policy

1. Our Marketplace Model

UbuntuMarket is a peer-to-peer marketplace connecting individual buyers and sellers across South Africa. When you purchase an item, you are buying directly from a private seller — not from UbuntuMarket itself.

All sellers on UbuntuMarket are verified individuals or small businesses who have been approved by our team before listing.

2. General Returns Policy

We encourage buyers to:

• Read the full item description carefully before purchasing
• Review all photos provided by the seller
• Check the condition rating (Excellent, Good, Fair, Well Loved)
• Contact the seller with any questions before buying

3. When You Can Request a Return

A return or refund may be considered in the following circumstances only:

• Item significantly not as described — the item received is materially different from what was listed (e.g. wrong size, wrong colour, major undisclosed damage)
• Item not received — you paid but never received the item and the seller cannot provide proof of delivery
• Counterfeit item — the item is proven to be counterfeit where the seller claimed it was authentic

What does NOT qualify for a return:

• Change of mind
• Item does not fit (please check sizes carefully before ordering)
• Minor wear consistent with the listed condition
• Colour slightly different due to screen/photo lighting
• Smell from storage (washing resolves this)

4. How to Open a Dispute

If you believe your return qualifies under Section 3, follow these steps:

• Step 1 — Contact us within 48 hours of receiving your order
• Step 2 — Email support@ubuntumarket.co.za with your order number, photos of the item received, and a clear description of the issue
• Step 3 — Our team will review within 2 business days and mediate between buyer and seller
• Step 4 — If the dispute is upheld, we will arrange a return and refund

5. Refund Process

If a refund is approved:

• Refunds are processed back to the original payment method via PayFast
• Refunds take 3–5 business days to reflect in your account
• Delivery fees are non-refundable unless the item was not received at all
• The buyer is responsible for return shipping costs unless the item was not as described

6. Seller Responsibilities

All sellers on UbuntuMarket agree to:

• Accurately describe their items including all flaws and defects
• Provide clear, honest photos
• Ship items within 3 business days of payment confirmation
• Cooperate with UbuntuMarket in dispute resolution

Sellers who repeatedly receive disputes or misrepresent items will have their accounts suspended.

7. Consumer Protection Act (CPA)

UbuntuMarket operates in compliance with the South African Consumer Protection Act 68 of 2008. Where applicable, your rights under the CPA are protected. However, as a peer-to-peer marketplace facilitating private sales, the CPA's cooling-off period provisions may have limited application to private seller transactions.

For more information visit www.thencc.gov.za

8. Contact Us

For any returns or disputes:

• Email: support@ubuntumarketplace.co.za
• Response time: 2 business days
• Hours: Monday to Friday, 8am–5pm SAST