This Return, Refund & Exchange Policy applies to purchases made through ShopyTide, operated by BONTRAK (PTY) LTD.

ShopyTide operates an online commerce platform through which products may be supplied directly by ShopyTide, by third-party sellers, or through dropshipping and fulfilment arrangements.

Because products may originate from different sellers, suppliers and fulfilment partners, the practical return procedure may vary from one product to another. However, applicable statutory consumer rights are not removed merely because a product is supplied through a third party or dropshipping arrangement.

A product may be eligible for return where one or more of the following circumstances applies:

• The product is defective or unsafe.
• The product does not comply with the agreement.
• The wrong product was supplied.
• The product materially differs from its description.
• The product was damaged before or during delivery.
• Items or components included in the order are missing.
• A statutory cooling-off right applies.
• A particular seller or product has an applicable voluntary return policy.
• Another return right applies under applicable law.

Eligibility depends on the circumstances of the transaction, the product involved and the applicable legal framework.

This cooling-off right does not apply to every transaction. The ECT Act contains exclusions, including certain personalised or customised goods, goods which by their nature cannot be returned, rapidly deteriorating goods and other specified categories.

Where a qualifying cooling-off cancellation has been properly exercised, the applicable statutory refund requirements will apply.

ShopyTide recognises the consumer protections relating to goods that are unsafe, defective or otherwise fail to meet applicable quality requirements.

Under section 56 of the Consumer Protection Act, qualifying goods may be returned within the statutory six-month period where they fail to satisfy the applicable requirements and standards, subject to the Act.

Depending on the circumstances and applicable law, the consumer may be entitled to a repair, replacement or refund.

A consumer should not attempt to repair, modify or dismantle a product before contacting ShopyTide where doing so could affect the assessment of the defect.

If your product arrives visibly damaged, please contact ShopyTide as soon as reasonably possible.

Where possible, customers should retain the original packaging, shipping label and all packaging materials until the matter has been resolved.

Photographs or video of the packaging and damaged product may be requested to assist with the investigation and fulfilment partner's claim process.

Nothing in this section limits a consumer's statutory rights regarding defective or damaged goods.

If ShopyTide or a seller sends a product that is materially different from what was ordered, please contact us promptly.

Examples include:

• The wrong product was supplied.
• The wrong size, model or variant was supplied.
• A materially different colour or specification was supplied.
• Material components advertised as included are absent.
• The product materially differs from its advertised description.

Where a return is approved because the incorrect product was supplied, ShopyTide or the responsible seller will provide the appropriate remedy in accordance with applicable law.

If an order arrives with missing products, accessories, components or quantities, contact us as soon as possible.

We may request photographs of the package, shipping label, packing materials and the items received.

ShopyTide may investigate the matter with the seller, warehouse, courier or dropshipping supplier before confirming the appropriate remedy.

A change-of-mind return is different from a return arising from a defective, unsafe, incorrect or misdescribed product.

Where a customer simply no longer wants a product, a voluntary return may be available depending on the product and seller. Such voluntary returns are subject to the applicable product or seller terms.

A voluntary change-of-mind policy does not replace or reduce any statutory consumer right.

Where a voluntary return is offered, the product may be required to be unused, undamaged and returned with its original accessories, packaging, manuals and other components, unless otherwise required by law.

Some products purchased through ShopyTide may be fulfilled directly by a third-party supplier or dropshipping partner.

The fact that a product is dropshipped does not, by itself, remove or reduce any consumer rights that apply under South African law.

Where a return is required, ShopyTide may coordinate the return with the relevant seller, supplier, warehouse or fulfilment partner.

Customers must not independently ship products to a supplier address unless ShopyTide or the relevant seller has provided return instructions.

Sellers using the ShopyTide marketplace are responsible for complying with applicable laws and ShopyTide's Seller Policy.

Sellers are expected to:

• Supply products that correspond with their listings.
• Provide accurate product descriptions.
• Disclose material product information.
• Honour applicable warranties and consumer rights.
• Cooperate with legitimate return investigations.
• Provide appropriate return and fulfilment information.
• Not misrepresent a product's condition, origin or characteristics.
• Comply with applicable product safety requirements.

ShopyTide may take action against sellers who repeatedly fail to comply with return, refund, consumer protection or product quality obligations.

Subject always to applicable statutory rights, certain products may not qualify for voluntary change-of-mind returns because of their nature.

Examples may include:

• Personalised or customised products.
• Products made to a customer's specifications.
• Products that cannot reasonably be returned due to their nature.
• Products likely to deteriorate or expire rapidly.
• Opened products where hygiene or health considerations apply.
• Unsealed software, recordings or other products where applicable law permits exclusion.
• Other products specifically identified as non-returnable before purchase.

These exclusions do not apply where doing so would unlawfully deprive a consumer of a mandatory statutory right.

Returned products may be inspected to establish the condition of the product and the circumstances giving rise to the return.

Inspection may include examination of:

• Physical condition.
• Serial numbers or identifying information.
• Accessories and components.
• Packaging.
• Signs of misuse or accidental damage.
• Evidence of alteration or unauthorised repair.

Inspection will not be used to unlawfully restrict a consumer's statutory rights.

Responsibility for return shipping depends on the reason for the return and the applicable law.

• Where the consumer exercises a statutory right that places return costs on the supplier, the applicable supplier responsibility will apply.
• For qualifying ECT Act cooling-off cancellations, the direct cost of returning the goods may be charged to the consumer as permitted by section 44.
• For voluntary change-of-mind returns, the applicable seller or product return terms may determine who bears return shipping costs.
• Where ShopyTide or a seller supplied an incorrect or materially misdescribed product, the applicable remedy will be determined in accordance with law and the circumstances.

Once a refund is approved, the refund will generally be processed using the original payment method, where reasonably possible.

Processing times may vary depending on the payment provider, bank or payment method.

Where a statutory refund deadline applies, ShopyTide will comply with the applicable statutory requirement.

Refunds may include or exclude delivery or return costs depending on the reason for the return and the applicable legal requirements.

Exchanges may be offered where the same product or an appropriate alternative is available.

Where a statutory remedy gives the consumer a choice of repair, replacement or refund, ShopyTide and the relevant seller will handle the matter in accordance with the applicable legislation.

Product availability may affect whether an exchange can be completed immediately.

Customers should contact ShopyTide as soon as possible if they wish to cancel an order before fulfilment.

Cancellation requests cannot always be guaranteed once an order has been processed, dispatched or handed to a courier.

Where cancellation or withdrawal is permitted by applicable law, the statutory right will prevail.

ShopyTide may investigate suspected fraudulent, abusive or dishonest return activity.

Examples may include:

• Returning a materially different product.
• Returning an item that was not purchased through ShopyTide.
• Submitting knowingly false damage or defect claims.
• Removing serial numbers or identifying marks.
• Repeatedly abusing voluntary return arrangements.
• Manipulating tracking, delivery or refund information.

Any action taken against suspected abuse will remain subject to applicable law and will not be used to remove legitimate statutory consumer rights.

We encourage customers to contact ShopyTide first so that we can attempt to resolve a return or refund issue efficiently.

If a matter cannot be resolved internally, a consumer may exercise any applicable rights to approach an appropriate statutory or recognised dispute-resolution body.

Nothing in this policy prevents a consumer from exercising a right available under applicable South African law.

This policy is governed by the laws of the Republic of South Africa, subject to any mandatory rights or protections applicable to consumers.

This includes, where applicable, the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and other applicable legislation and regulations.

Where a provision of this policy conflicts with a mandatory statutory consumer right, the applicable statutory provision will prevail to the extent of the conflict.