1. General
TerraHub Marketplace is a platform connecting buyers and sellers. Each seller is responsible for shipping and fulfilling their own orders. This policy explains the general rules for shipping, returns, and refunds, in line with the South African Consumer Protection Act (CPA).
2. Shipping
-
Delivery areas: Sellers may deliver within South Africa and may offer international shipping at their discretion.
-
Delivery times: Estimated delivery times are provided at checkout. Delays may occur due to public holidays, load shedding, strikes, or events beyond a seller’s control.
-
Shipping fees: Fees are set by sellers and shown before payment. Buyers must confirm costs before completing an order.
-
Tracking: Sellers must provide tracking details where available.
-
Risk: Ownership and risk pass to the buyer once delivery has been made to the address supplied.
3. Non-Delivery
-
If a parcel cannot be delivered due to an incorrect address provided by the buyer, additional fees may apply.
-
If a seller fails to deliver, buyers may escalate to TerraHub Support for assistance.
4. Returns & Refunds
-
In line with the CPA, buyers may return goods within 7 days of receiving them if they are defective, damaged on arrival, or not as described.
-
Buyers must notify the seller through their TerraHub account before sending back any items.
-
Returns must be in original packaging and condition, unless goods were received damaged.
-
Certain items (such as perishable goods, personal care items, or custom-made products) may not be eligible for return unless defective.
-
Refunds: Once the seller confirms receipt of returned goods, refunds will be processed using the same payment method used at checkout.
-
Return shipping costs: If the item is defective, the seller must cover return shipping. If the buyer changes their mind, they may be required to cover return costs.
5. Contact
For shipping or returns queries, please contact the seller directly through your TerraHub account. If unresolved, you can escalate to TerraHub Support.
