Tweedehandse Bruidjie

RETURNS & REFUNDS

Effective Date: 15/10/2025

Tweedehandse Bruidjie (Pty) Ltd (“the Company”) operates as an intermediary platform connecting Buyers and Sellers of new or pre-owned wedding-related items. This Returns & Refunds Policy forms part of the Company’s Terms and Conditions and outlines the procedures and rules applicable to all refund and return requests made through the Platform.

1. PURPOSE AND SCOPE

This Policy aims to ensure a fair, transparent, and consistent process for Buyers and Sellers when handling refund and return requests.
It applies to all transactions concluded through the official Tweedehandse Bruidjie Marketplace payment system and communication channels.
Refunds or returns will not be accepted for any transactions conducted or arranged outside the Platform.

2. GENERAL CONDITIONS

2.1. Refunds and returns are only permitted where:

  • The item received differs materially from the Seller’s description; or

  • The item arrives damaged or in an unusable condition.

2.2. The Buyer must submit a formal return or refund request via the Platform or by emailing
marketplace@tweedehandsebruidjie.co.za within forty-eight (48) hours of receiving the order.

2.3. All requests must include:

  • The order number;

  • A detailed explanation of the issue; and

  • Supporting photographic or video evidence, where applicable.

2.4. Requests submitted after the forty-eight (48) hour period will not be considered.

3. NON-ELIGIBLE CASES

Refunds or returns will not be accepted in the following circumstances:

  • The Buyer changed their mind or ordered the wrong item or size;

  • The Buyer provided incorrect delivery details;

  • The delay was caused by the courier or customs;

  • The item accurately matched the Seller’s description and photos; or

  • The transaction was concluded privately (off-platform).

4. RETURN PROCESS

4.1. Once a valid return request has been approved:

  • The Seller will be notified and must respond within forty-eight (48) hours to provide a return address or courier instructions.

  • The Buyer must dispatch the item within seventy-two (72) hours of receiving return details.

4.2. Items must be returned in the same condition as received — unused, unaltered, and including all original packaging, accessories, and documentation.

4.3. Return courier costs are payable by the Buyer unless otherwise agreed upon between both parties.

4.4. The Buyer must keep proof of shipment (tracking slip or waybill) and share it with Tweedehandse Bruidjie Marketplace upon request.

4.5. Failure to comply with these conditions may result in the return being declined.

5. REFUND PROCESS

5.1. Once the returned item is received and verified by the Seller, Tweedehandse Bruidjie Marketplace will confirm the outcome and, if applicable, process the refund.

5.2. Approved refunds are processed within thirty (30) working days from the date of confirmation.

5.3. Refunds will only be made to the original payment method used during checkout.

5.4. The following fees are non-refundable under all circumstances:

  • Buyer Protection Fee;

  • Platform service or transaction fees;

  • Courier and return shipping costs.

5.5. Refund amounts will exclude all non-refundable fees and costs.

5.6. Tweedehandse Bruidjie Marketplace is not responsible for banking or payment gateway delays once the refund has been initiated.

6. DAMAGED OR DEFECTIVE ITEMS

6.1. If an item arrives damaged, the Buyer must immediately report it (within 48 hours) with photographs showing the damage, including packaging and courier labels.

6.2. The Company will assess the evidence and may request additional information before approving a refund or return.

6.3. If the Seller is found to have misrepresented the item or failed to package it properly, Tweedehandse Bruidjie Marketplace may refund the Buyer and recover the amount from the Seller’s wallet balance.

6.4. Refund claims may be declined if damage occurred due to mishandling after delivery or misuse by the Buyer.

7. DISPUTE HANDLING

7.1. In cases where the Buyer and Seller cannot reach an agreement, Tweedehandse Bruidjie Marketplace may act as an independent mediator.

7.2. Both parties must cooperate fully by providing requested documentation, communication records, or courier evidence.

7.3. The Company will assess the claim fairly and may make a final binding decision based on the available evidence.

7.4. The Company’s decision regarding refunds, returns, or reimbursements is final.

8. FRAUDULENT OR ABUSIVE CLAIMS

8.1. Tweedehandse Bruidjie Marketplace maintains a zero-tolerance policy toward false, exaggerated, or abusive refund claims.

8.2. Any Buyer or Seller found submitting misleading evidence, fake claims, or false disputes may have their account permanently suspended, and pending funds forfeited.

8.3. The Company reserves the right to report fraudulent activity to the relevant authorities.

9. COMPANY LIABILITY

9.1. Tweedehandse Bruidjie Marketplace acts solely as a facilitator of transactions and is not responsible for product defects, courier performance, or Seller conduct.

9.2. The Company does not manufacture, inspect, or hold inventory of any listed items.

9.3. The Company’s role is limited to securely managing payments and assisting with dispute resolution in accordance with this Policy.

10. CONTACT INFORMATION

For assistance or queries relating to refunds and returns, please contact:

Tweedehandse Bruidjie Marketplace (Pty) Ltd
Email: marketplace@tweedehandsebruidjie.co.za

0