Preloved Uniforms

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Refund & Returns Policy

Preloved Uniforms (Pty) Ltd Last updated: June 2026

1. Overview

At Preloved Uniforms, we strive to ensure every transaction is fair, transparent, and satisfactory for both buyers and sellers. This Refund & Returns Policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Because Preloved Uniforms is a peer-to-peer marketplace for preloved (secondhand) goods, our refund and returns process differs from a traditional retailer. Sellers are private individuals, not commercial suppliers, and items are listed as preloved. Buyers are encouraged to review all photos and descriptions carefully before purchasing.

2. Buyer Protection Fee

All purchases include a R30 Buyer Protection Fee. This fee entitles buyers to:

  • Protection against items that are significantly not as described
  • Access to our dispute resolution process
  • Assistance with returns where applicable

The R30 Buyer Protection Fee is non-refundable once a transaction has been initiated.

3. When You Can Return an Item

You may request a return and refund in the following circumstances:

3.1 Item Significantly Not as Described

If the item you receive is materially different from what was described or shown in the listing — for example:

  • Wrong size, gender, or school uniform
  • Significant damage not disclosed in the listing
  • Item is a different product entirely

You must notify us within 48 hours of delivery with photographic evidence.

3.2 Item Not Received

If your item is not delivered within the expected timeframe and cannot be traced through the BobGo courier tracking system, you may request a refund. You must report non-delivery within 7 business days of the expected delivery date.

3.3 Defective or Unsafe Goods

In accordance with Section 56 of the CPA, if an item poses a safety risk or is defective in a way that was not disclosed, you may return it within 6 months of delivery for a refund, repair, or replacement.

4. When Returns Are Not Accepted

Returns will not be accepted in the following circumstances:

  • You changed your mind after purchase (change of mind is not covered under the CPA for secondhand goods purchased online unless the item is materially misrepresented)
  • The item was accurately described and matches the listing photos
  • Damage caused by the buyer after delivery
  • The return request is made outside the applicable timeframe
  • The item has been washed, altered, or used after delivery

5. Cooling-Off Period (Direct Marketing)

In accordance with Section 44 of ECTA, if you purchased an item as a result of direct marketing (e.g. a promotional email or SMS), you have the right to cancel the purchase within 5 business days of receiving the item, without penalty. You will be responsible for the cost of returning the item.

6. How to Request a Return

To request a return or refund:

  1. Contact us at info@preloveduniforms.co.za or via WhatsApp on +27 76 219 5485 within the applicable timeframe
  2. Provide your order number, a description of the issue, and clear photographs as evidence
  3. We will review your request within 3 business days
  4. If approved, we will provide return instructions

Do not return an item without first receiving approval from us, as unapproved returns will not be processed.

7. How Refunds Are Processed

Once a return is approved and the item has been received and inspected:

  • Refunds will be processed within 7 business days
  • Refunds are returned to the original payment method used at purchase
  • The R30 Buyer Protection Fee is non-refundable
  • Courier costs for approved returns due to seller misrepresentation will be covered by Preloved Uniforms
  • Courier costs for returns due to buyer error will be borne by the buyer

8. Seller Responsibilities

Sellers are responsible for:

  • Accurately describing and photographing their items
  • Disclosing any defects, stains, wear, or damage clearly in the listing
  • Making items available for courier collection within the agreed timeframe

If a return is approved due to seller misrepresentation, the refund amount will be deducted from the seller’s earnings. Repeat misrepresentation may result in account suspension.

9. Funds Release

Buyer payment is held securely by Preloved Uniforms until:

  • The buyer confirms receipt of the item, or
  • 48 hours have passed after confirmed delivery with no dispute raised

Once funds are released to the seller, a refund may only be issued at the seller’s agreement or following our dispute resolution process.

10. Disputes

If a buyer and seller cannot reach an agreement, Preloved Uniforms will mediate the dispute in good faith. Our decision will take into account:

  • The listing description and photos at time of purchase
  • Delivery confirmation and tracking records
  • Evidence provided by both parties
  • Applicable provisions of the CPA

If unresolved through our process, either party may approach the National Consumer Commission (NCC) at www.thencc.org.za.

11. Contact Us

For any refund or return queries:

This policy does not limit your statutory rights under the Consumer Protection Act 68 of 2008.

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