Refund and Returns Policy

Effective Date: 19 June 2026

1. Introduction

At Trade Marketplace, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may be eligible for a return, exchange, or refund in accordance with this policy. This policy complies with the Consumer Protection Act (CPA), 2008 and the Electronic Communications and Transactions Act (ECTA), 2002 of South Africa.

2. Return Eligibility

You may request a return under the following circumstances:

  • The product was damaged during delivery.
  • The product is defective or faulty.
  • You received the incorrect item.
  • You changed your mind (subject to the conditions below).

To qualify for a return:

  • The product must be returned in its original condition and packaging where applicable.
  • Proof of purchase (invoice or receipt) is required.
  • Certain products, including personalised items, digital downloads and clearance or final sale items, may not be eligible for return.

3. Return Timeframes

  • Damaged or defective products: Notify us within 48 hours of delivery.
  • Incorrect products received: Notify us within 30 days of delivery.
  • Change of mind: Return requests must be submitted within 30 days of receiving your order.

4. Non-Returnable Items

The following items cannot be returned unless they are faulty or incorrectly supplied:

  • Gift cards
  • Digital or downloadable products
  • Personalised or custom-made products
  • Clearance or Final Sale items
  • Products damaged through misuse, neglect or normal wear and tear

5. How to Request a Return

Step 1 – Contact Us

Email sales@trademarketplace.co.za with:

  • Your order number
  • Reason for the return
  • Photos of the product (where applicable)

Step 2 – Return Approval

If your request is approved, we will provide return instructions and the return address.

Step 3 – Return Shipping

  • If the return is due to our error (incorrect, defective or damaged item), we will cover the reasonable return shipping costs.
  • For change-of-mind returns, the customer is responsible for return shipping costs.

We recommend using a tracked courier service when returning products.

6. Refunds

After receiving and inspecting the returned item, we will notify you of the outcome within 5–7 business days. If approved:

  • Refunds will be processed to your original payment method unless otherwise agreed.
  • Refunds generally appear within 5–10 business days, depending on your financial institution.
  • Original shipping charges are non-refundable unless the return is due to our error.

7. Exchanges

If you receive a defective, damaged or incorrect product, we will replace it at no additional cost where stock is available. If a replacement cannot be provided, you may choose a full refund.

8. Late or Missing Refunds

If you have not received your refund after 10 business days, please:

  1. Check your bank account.
  2. Contact your bank or payment provider.
  3. Contact us at sales@trademarketplace.co.za for further assistance.

9. Contact Us

If you have any questions regarding this Returns & Refund Policy, please contact us:

Trade Marketplace
Email: sales@trademarketplace.co.za
Phone: +27 71 910 0787
Address: 50 Studebaker St, Markman, Gqeberha, 6210, South Africa