Returns policy

  1. RETURN AND CLAIMS OF GOODS

    1. If the User has a complaint about the service of That Store, the User is requested to send a written complaint to That Store via whatsup@thatstore.co.za and submit your name and contact details, and briefly describe the content of the complaint. That Store will respond to the complaint as soon as possible, but not later than within 5 (five) working days.

    2. If the goods differ significantly from the description given in the sales ad, the photo of the Goods or if it is defective and not stated in the description, the Buyer therefore wishes to return the goods to the Seller, the following must be done:

      1. The Buyer must send a message to That Store via whatsup@thatstore.co.za within 5 (five) days indicating their wish to return the goods. That Store will investigate the reason for the return and if it is valid, That Store will arrange for collection of the Goods with the courier service where the courier service will collect the Goods and return them to the seller.

      2. There is no right of return if it is prohibited by South African law for a particular type of Good.

      3. The right of return cannot be executed if the Buyer has received the goods and confirmed their satisfaction with the goods on the Portal or if more than 5 (five) days have passed from the receipt of the goods.

      4. The Buyer undertakes to return the goods in the same condition.

      5. The money will remain in the account of That Store until the goods are returned to the Seller. The cost of returning the goods is borne by the Seller, as it is the duty of the Seller to ensure the Goods are as they have been listed on That Store. The seller will pay the return delivery fee into the account of That Store.

      6. That Store encourages the Buyer to be certain before purchasing the Goods as they will only be entitled to a return within 5 (five) days should the Goods be defective or not as per the image or description as mentioned by the Seller. The Buyer will not be permitted to return the Goods should they simply change their mind. If the Goods have been damaged during transport, this must be proven by the Buyer with sufficient evidence and in this case it will be taken up with the courier service.

      7. To confirm the return of the goods, the courier service will confirm via notification to That Store by the Courier Service. Should the Seller object to pay for the delivery fee, the Buyer will be in the position to keep the Goods as well as get their full refund. In this instance, this will be due to the fact that the Goods are not in accordance to the image, is faulty/ defective or is not in accordance with the description.

    3. In the event of unresolvable disputes between the Buyer and the Seller, That Store may assist in resolving the disputes as follows:

      1. To resolve disputes between the Buyer and Seller, it is possible to turn to That Store 21 (twenty one) days after submission of the purchase order by the buyer at whatsup@thatstore.co.za, as well as supporting evidence by both parties.

      2. To resolve the dispute between the Seller and the Buyer, That Store has the right to request additional information from both parties, including messages on That Store received at whatsup@thatstore.co.za by both buyer and seller.

      3. To resolve the disputes as quickly as possible, the Buyer and Seller undertake to actively cooperate and respond to inquiries made by That Store within 5 (five) days. If one of the parties to the dispute does not cooperate and does not respond to the submitted requests within 5 (five) days, That Store has the right to decide in favour of the other party to the dispute.

      4. If the Buyer claims that the goods are not in conformity with the description in the sales advertisement and the Buyer and the Seller do not reach an agreement on the return of the goods, That Store will decide, based on the available information, in whose favour the claim is settled.

      5. The decisions to settle a claim may, depending on the willingness of the parties to settle the claim promptly, include:

        1. The claim is settled in favour of the Buyer and the money is returned to the Buyer’s account within 7 (seven) days of making the respective decision; the prerequisite of the decision is the return of the goods to the Seller and the Seller’s confirmation of receipt of the goods to whatsup@thatstore.co.za and the Courier Service will confirm delivery of the returned goods to the Seller and shall confirm their receipt thereof.

        2. The claim is settled in favour of the Seller and the money is transferred to the Seller’s account within 7 (seven) days of making the respective decision; the Buyer keeps the goods of the claim.

        3. The claim cannot be resolved regardless of the efforts of That Store. In this case, the money will remain in the account of That Store until the Buyer and the Seller confirm that they have reached an agreement at whatsup@thatstore.co.za . If, within 30 (thirty) days, the Buyer and Seller have not reached an agreement and the respective confirmation is not sent to whatsup@thatstore.co.za , That Store will decide, based on the available information, the amount of money returned to the Buyer and/or Seller or whether the money will remain in the account of That Store.

        4. If an agreement is not reached in any of the ways listed above, the User has the right to turn to the National Consumer Service  http://www.thencc.gov.za/ when buying goods or services from an economic or professional trader. If the private Seller operates outside the economic and professional field, the Users can turn to the court to resolve the dispute.

    4. After resolving disagreements between Buyer and Seller, That Store has the right to close the User account, or ban the buyer/seller from participating on That Store, inter alia, if: 

      1. The User has not fully cooperated with the complaint process and has not shown willingness to contribute to the resolution of the claim;

      2. It becomes evident that the Seller has confirmed the shipping of the goods but has not actually shipped the goods to the Buyer;

      3. The User has filed an unsubstantiated claim against another User or provided false information;

      4. There are repeated complaints about the Seller’s goods;

      5. There is a suspicion of recurrently selling goods that do not correspond to the description and a suspicion of deliberate fraud.

    5. The Buyer will not be able to cancel the order. The order will have to be delivered to the Buyer and only then the Buyer will be able to log a return within 5 (five) days of receiving the product by notifying whatsup@thatstore.co.za , and the service fee will not be deducted from the Buyer before returning their money to them. The Buyer is required to return the item to the Seller, and once received by the Seller, the Buyer will receive their money back. The Buyer will only have the option to return the Goods if it is not according to the image or description or if it is faulty, defective and not stated in the description. The Buyer will be required to provide sufficient evidence that the Goods do not meet the sale listing specifications. Please refer to Cancellation Policy.

    6. When concluding a sales agreement, the Seller undertakes to return the goods if the User (Buyer) who made the purchase wishes to, within 5 (five) days from the receipt of the goods, return the goods because the goods differ significantly from the description in the sales advertisement or from the photo of the Goods.

CANCELLATION POLICY

 

  1. GENERAL CANCELLATION TERMS

    1. The Buyer will not be able to cancel the order. The order will have to be delivered to the Buyer and only then the Buyer will be able to log a return within 5 (five) days of receiving the product by notifying whatsup@thatstore.co.za , and the service fee will not be deducted from the Buyer before returning their money to them. The Buyer is required to return the item to the Seller, and once received by the Seller, the Buyer will receive their money back. The Buyer will only have the option to return the Goods if it is not according to the image or description or if it is faulty, defective and not stated in the description. The Buyer will be required to provide sufficient evidence that the Goods do not meet the sale listing specifications. Please refer to the Return Policy.

    2. As per the above, the User agrees that, once the correct username and password relating to your account have been entered, irrespective of whether the use of the username and password is unauthorised or fraudulent, you will be liable for payment of such order.