Buyer Protection & Refunds
Last updated: December 17, 2024
1. Buyer Protection Policy
TradeHub is committed to ensuring safe and fair transactions. Our buyer protection covers you when items don't match descriptions, arrive damaged, or don't arrive at all.
What's Covered:
- Items not received within stated delivery timeframe
- Items significantly different from listing description
- Items arriving damaged or defective
- Seller fails to honor listing terms
2. Refund Eligibility
Eligible for Refund
- • Item not received
- • Wrong item sent
- • Item damaged in transit
- • Defective or broken item
- • Significantly misrepresented
Not Eligible
- • Buyer's remorse
- • Subjective dislike (color, size)
- • Delivery delays beyond seller control
- • Items correctly described
- • Change of mind
Timeframes
- Report issues: Within 7 days of receiving item
- Returns: Ship back within 14 days of approval
- Refunds: Processed within 5-7 business days after return received
3. How to Request a Refund
Contact the Seller First
Most issues can be resolved directly with the seller. Message them through your order page.
Open a Dispute
If unresolved after 48 hours, open a dispute from your order page. Provide photos and description of the issue.
TradeHub Review
Our team will review your case within 48 hours and mediate a fair resolution.
Resolution
Refund approved or partial refund issued based on case details. You may need to return the item.
4. Return Shipping
Return shipping costs depend on the reason for return:
- Seller's fault (wrong item, damaged, not as described): Seller pays return shipping
- Buyer's request (change of mind, if accepted): Buyer pays return shipping
5. Secure Payments
All payments are processed securely through PayFast, a PCI-compliant South African payment gateway. Your payment information is never stored on TradeHub servers.
Never pay outside the platform. Payments made directly to sellers are not protected by TradeHub's buyer protection policy.
6. Reporting Fraud
If you suspect fraudulent activity, report it immediately to albert.jeleni@gmail.com with order details and evidence. We take fraud seriously and will investigate promptly.