Buyer Protection
Shop with confidence. Your money is safe until you're satisfied.
100% Escrow Guarantee
Every rand you spend is held securely in escrow. Your payment is only released to the seller after you confirm you've received your order in good condition. If something goes wrong, you get your money back.
How Buyer Protection Works
You Place Your Order
Add items to your cart and complete checkout. Your payment is captured and held safely in our escrow system — the seller does not receive it yet.
Seller Ships Your Item
The seller confirms and ships your order. They update the tracking status on their dashboard. You receive a notification when it's on its way.
You Confirm Receipt
When your item arrives, inspect it carefully. If everything is correct, mark the order as Delivered. This releases the payment to the seller.
Raise a Dispute if Needed
If the item doesn't arrive, is damaged, or isn't as described — open a dispute within 7 days. We'll review and refund you if the seller can't resolve it.
What's Covered
- Item never arrived
- Item significantly different from listing description
- Item arrived damaged or broken
- Seller stopped responding after payment
- Wrong item sent
- Counterfeit or fake goods
- Seller cancelled without refunding
What's Not Covered
- Buyer's remorse (changed your mind)
- Minor differences in colour from photos
- Disputes raised after 7 days of delivery
- Cash or off-platform transactions
- Items picked up in person where buyer confirmed condition
- Digital/virtual goods unless explicitly stated
How to Open a Dispute
- Go to My Orders and find the affected order.
- Click Open Dispute — available for 7 days after the order is marked Delivered.
- Describe the issue clearly and attach photos if possible.
- The seller has 48 hours to respond and resolve.
- If unresolved, our team in Cape Town reviews the case within 7 business days.
- A full or partial refund is issued depending on the outcome.
Need to open a dispute or ask a question?
Our Cape Town support team is available Mon–Fri 8am–6pm.