Returns and Refunds Policy

Refunds and Returns Policy for AidMart

Effective Date: 11 February 2026

1. Purpose and Scope
   This Refunds and Returns Policy (the “Policy”) outlines the procedures for returning products purchased on the AidMart marketplace. AidMart operates as a platform connecting independent third-party suppliers (“Vendors”) with buyers. The conditions and approval for returns are governed by this Policy and are processed by the individual Vendor responsible for your order.
2. Your Statutory Rights (South African Consumer Protection Act)
   This Policy operates alongside, and does not replace, your rights under the South African Consumer Protection Act (CPA). Under the CPA, you have the right to return goods that are unsafe, defective, or not of good quality within a reasonable period. Certain long-distance transactions may also be subject to a cooling-off period.
3. Eligibility and Time Frame for Returns

• You have 7 (seven) calendar days from the date of delivery to initiate a return request through your AidMart account.
• To be eligible for a return, the item must be unused, in its original condition, and in the original packaging. It must include all tags, manuals, accessories, and proof of purchase.
• Non-Returnable Items: For hygiene and safety reasons, certain items may be non-returnable unless defective (e.g., incontinence products, specific medical support items, custom-made equipment). This will be clearly stated on the relevant product page.

4. Return Reasons and Remedies
   Returns will be evaluated based on the following reasons:

5. Important Liabilities and Limitations

• Transit and Theft: As a facilitator, AidMart and its Vendors are not liable for goods lost or stolen in transit after they have been handed to the shipping carrier and tracking indicates shipment has commenced. We strongly recommend that buyers insure high-value items during shipping.
• Vendor Discretion: The final approval of any return, based on the conditions above, is at the discretion of the Vendor fulfilling the order.
• Return Fraud: AidMart and its Vendors take return fraud seriously. We reserve the right to refuse returns, suspend accounts, or take legal action in cases of suspected fraud, including but not limited to wardrobing (using then returning), product switching, or receipt fraud.

6. The Return and Refund Process (Step-by-Step)

1. Initiate Request: Log into your AidMart account, navigate to your order, and select “Return Item.” You must select a reason and may be asked to upload evidence.
2. Vendor Review: The Vendor will review your request within approximately 2 (two) business days. You will be notified via email if your return is approved, rejected, or requires more information.
3. Shipping Arrangements: If approved, you must contact the Vendor directly (via the AidMart messaging system) to arrange the return shipping method and address. You are responsible for return shipping costs unless the return is due to a Vendor’s error (faulty, incorrect item).
4. Send the Item: Ship the item using a trackable method as agreed with the Vendor. Retain your proof of postage.
5. Refund/Exchange Processing: Once the Vendor receives and inspects the item, they will process the agreed remedy (refund or exchange). Refunds are typically processed back to the original payment method within 5-10 business days of the Vendor’s approval.

7. Contact
   For all return-related communication, please use the messaging system within your AidMart account to contact the relevant Vendor directly. For platform-related issues, you can contact AidMart support at support@aidmart.co.za.

To help you integrate this policy effectively, here is a summary of how to handle common marketplace return scenarios: