Returns and Refunds Policy

1. Purpose

Business Face operates as an online marketplace connecting Buyers and Sellers. Because products are sold by independent Sellers, returns and refunds are governed by this policy and applicable South African consumer legislation.

2. Eligible Returns

A Buyer may request a return where:

• The item received differs materially from the description
• The item received differs materially from photographs provided
• The item arrives damaged
• The incorrect item was delivered
• The item is defective and the defect was not disclosed

3. Non-Returnable Items

Returns will generally not be accepted where:

• The Buyer changes their mind
• The item was accurately described
• The item shows signs of use after delivery
• Personalised products were supplied
• Hygiene-sensitive products have been opened
• Digital products were delivered
• The item falls within exclusions under applicable law

4. Return Request Period

Return requests must be submitted within 48 hours of confirmed delivery through the Business Face dispute process.

5. Dispute Process

The Buyer must:

• Submit photographs of the item
• Provide a description of the issue
• Submit any supporting evidence requested

Business Face may review:

• Product listing information
• Communication between Buyer and Seller
• Courier information
• Supporting documentation

6. Return Shipping

Where a return is approved:

• The Buyer may be required to return the item
• Return shipping costs may be borne by either party depending on fault
• Business Face may determine responsibility where parties disagree

7. Refunds

Approved refunds will generally be processed:

• To the Buyer's Business Face Wallet
• To the original payment method where possible

8. Escrow Protection

Funds held in escrow will remain frozen until the dispute is resolved.

9. Fraudulent Claims

Business Face reserves the right to reject claims that are:

• False
• Misleading
• Unsupported by evidence

Accounts engaging in abuse may be suspended.

10. Contact