Refund & Returns Policy

1. Overview

Spaza is an online marketplace where independent sellers list and sell their products. When you buy on Spaza, your order is fulfilled by the seller and delivered by our courier partner. This policy explains when you can cancel an order, return goods, and receive a refund. Your rights under South African law — including the ECT Act and the Consumer Protection Act — always apply and are not limited by this policy.

2. Cancelling before dispatch (full refund)

You may cancel any order at no cost and receive a full refund at any time before a waybill has been created for it (that is, before the seller has handed your parcel to the courier). Once you request a cancellation in this window, we will reverse the payment to you.

To cancel before dispatch, contact us or use the cancellation option on your order as soon as possible.

3. After dispatch (in transit)

Once a waybill has been created and your parcel is in transit, the order can no longer be simply cancelled mid-delivery. However, this does not remove your return and refund rights below — in particular your 7-day cooling-off right and your rights regarding faulty goods.

4. 7-day cooling-off right (online purchases)

Because you are buying online, the ECT Act gives you a cooling-off period of 7 days after delivery during which you may return eligible goods for any reason and receive a full refund of the price of the goods. Conditions:

• The goods must be returned in their original, unused and resaleable condition, with packaging intact.
• You are responsible for the cost of returning the goods to the seller, unless the goods were faulty, damaged or not as described.
• Once the returned goods are received and checked, your refund for the price of the goods will be processed.

Important exclusions. By law, the cooling-off right does not apply to certain goods. These include perishable or consumable items (for example food, supplements and powdered products), goods made or customised to your specification, items that have been unsealed where this affects hygiene or safety, and other categories excluded under the ECT Act. Where an item is excluded, the cooling-off right does not apply, but your rights regarding faulty or defective goods (section 5) still do.

5. Faulty, damaged or incorrect goods

Separately from the cooling-off right, the Consumer Protection Act entitles you to a refund, replacement or repair if goods are:

• Defective or of poor quality;
• Damaged in transit or on arrival;
• Not as described, or materially different from what was shown when you bought them.

Report these to us within a reasonable time of delivery. These rights apply even where the 7-day cooling-off right does not (for example on consumable goods), and may extend beyond 7 days as provided by law.

6. Delivery fees

Where an order is cancelled before dispatch, any delivery fee you paid is refunded in full. For returns under the 7-day cooling-off right, the price of the goods is refunded; delivery fees already incurred may not be refundable except where the goods were faulty, damaged or incorrect, in which case Spaza covers the return cost.

7. How refunds are paid

Refunds are made to the original payment method used at checkout, processed through our payment provider. Once a refund is approved, we aim to process it promptly; please allow a reasonable period (and up to 15 business days where applicable) for the funds to reflect, depending on your bank.

8. How to request a refund or return

To cancel, return an item, or report a problem, contact Spaza with your order number and a short description (and photos, where the goods are faulty or damaged). We will confirm whether your request falls under cancellation, the cooling-off right, or faulty-goods rights, and guide you through the next steps.

9. Contact

Spaza — operated by Eden Extract (Pty) Ltd. For any refund or return query, please contact us through the details provided on our website.