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Refund Policy

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Refund and Returns Policy

This Refund and Returns Policy explains how cancellations, returns, replacements and refunds are handled for purchases made through the 12to12 Market website, mobile applications and related services (“the Platform”).

12to12 Market connects customers with participating restaurants, grocery stores, pharmacies, retailers and other sellers. Because products are supplied by different sellers, certain return requirements may vary according to the product category and applicable seller policies.

Nothing in this policy limits any rights available to customers under South Africa’s Consumer Protection Act 68 of 2008 (CPA) or other applicable legislation. The CPA generally gives consumers the right to return defective, unsafe or unsuitable goods in qualifying circumstances. Consumer Protection Act

1. Order Cancellations

Before the Seller Accepts the Order

You may cancel your order before it has been accepted or prepared by the seller. If payment has already been made, you will be entitled to a refund.

After the Seller Accepts the Order

Once the seller has accepted, prepared or packed the order, cancellation may no longer be possible.

For prepared food, personalised products, perishable goods or pharmacy products, cancellation may be refused once preparation or processing has started.

Where cancellation is permitted after processing has begun, reasonable costs already incurred by the seller or delivery partner may be deducted, where allowed by law.

Orders Already Collected for Delivery

An order generally cannot be cancelled after it has been collected by a delivery partner. If the delivery cannot be completed because the customer:

  • Provided an incorrect address

  • Was unavailable to receive the order

  • Did not respond to reasonable contact attempts

  • Refused the correct order without a lawful reason

the customer may not qualify for a refund of the product or delivery charges.

This does not apply where the delivery failure was caused by 12to12 Market, the seller or the delivery partner.

2. Incorrect, Missing or Damaged Items

Please report an incorrect, missing, damaged, spoiled or otherwise unsatisfactory item through the Platform or customer-support channel as soon as reasonably possible after delivery.

For groceries, prepared food and other perishable products, customers should preferably report the problem within 24 hours of delivery so that the condition of the product can be properly investigated. This reporting period does not remove any statutory rights that may apply.

We may request:

  • Your order number

  • A description of the problem

  • Clear photographs or videos of the item

  • Photographs of its packaging and label

  • The expiry date, where applicable

  • Any other information reasonably required to investigate the request

Depending on the circumstances and product availability, we may offer:

  • A replacement item

  • A refund for the affected item

  • A partial refund

  • Store credit, where accepted by the customer

  • Another reasonable remedy available under applicable law

3. Defective, Unsafe or Poor-Quality Goods

If goods are defective, unsafe, expired, materially damaged or not reasonably suitable for their intended purpose, you may be entitled to return them in accordance with the Consumer Protection Act.

For qualifying defective or unsafe goods returned within the legally applicable period, the customer may be entitled to choose a:

  • Repair

  • Replacement

  • Refund

The Consumer Protection Act generally allows defective, unsafe or poor-quality goods to be returned within six months after delivery, subject to the circumstances and applicable exclusions. Consumer Protection Act guidance

Damage caused by misuse, improper storage, negligence, normal wear and tear or unauthorised alteration may not qualify as a product defect.

4. Food, Grocery and Perishable Products

Because prepared meals, fresh produce, frozen items and other perishable products can deteriorate quickly, returns may only be accepted where:

  • The incorrect product was delivered

  • The product was damaged during delivery

  • The product was expired when delivered

  • The product was spoiled, contaminated or unsafe

  • The product was materially different from its description

  • The order was incomplete

  • Another return right exists under applicable law

Refunds will generally not be issued merely because the customer:

  • Changed their mind

  • Did not enjoy the taste of a correctly prepared product

  • Ordered the wrong item

  • Failed to store the product correctly after delivery

  • Provided incorrect order or delivery information

However, each complaint will be assessed fairly based on its circumstances.

5. Pharmacy, Health and Personal-Care Products

Medicines, healthcare products, cosmetics, toiletries and personal-care products may be subject to health, safety and legal restrictions.

For health and safety reasons, these products generally cannot be returned after delivery if they have been opened, used, tampered with or improperly stored, unless they are defective, unsafe, expired, incorrectly supplied or otherwise returnable under applicable law.

Prescription medicines and regulated healthcare products may be subject to additional pharmacy requirements. A seller may require proof of purchase and may refer the request to the responsible pharmacist.

12to12 Market does not override any legal or professional obligation applying to a participating pharmacy.

6. Non-Returnable Products

Unless defective, unsafe, incorrectly supplied or otherwise returnable by law, the following products may not qualify for return:

  • Prepared meals and beverages

  • Fresh, frozen or perishable groceries

  • Opened food products

  • Opened medicines and healthcare products

  • Opened cosmetics, toiletries or personal-care products

  • Intimate or hygiene-sensitive products

  • Personalised or custom-made products

  • Products damaged through misuse or improper storage

  • Digital products, vouchers or redeemed promotional codes

  • Products prohibited from being returned for public-health reasons

An item will not be treated as non-returnable where doing so would unlawfully restrict a customer’s statutory rights.

7. Change-of-Mind Returns

Change-of-mind returns may be accepted for eligible non-perishable retail products if:

  • The seller permits the return

  • The request is submitted within the seller’s applicable return period

  • The item is unused and in its original condition

  • The original packaging, labels, accessories and documentation are included

  • Valid proof of purchase is provided

The customer may be responsible for return or collection costs for a change-of-mind return, where permitted by law.

Original delivery charges may not be refundable where the order was delivered correctly and the return is based only on a change of mind.

8. Product Substitutions

If an ordered product is unavailable, a seller may offer a substitute where this feature is permitted.

If you receive a substitute that you did not approve, please contact customer support. You may be entitled to reject the substituted item and receive a refund for it.

A minor difference in product packaging does not necessarily mean that the item is incorrect, provided that the product, quantity, quality and price correspond with the order.

9. Delivery Problems

A delivery fee may be refunded where:

  • The order was not delivered because of a fault by the seller, delivery partner or Platform

  • The entire order was cancelled before dispatch

  • The order was delivered to an incorrect address despite the customer providing the correct information

  • Applicable consumer law requires the delivery fee to be refunded

The delivery fee may not be refunded where only one item from an otherwise correctly delivered order is refunded.

10. Promotional Codes and Discounts

Refunds for discounted purchases will be based on the amount actually paid for the affected item.

Promotional codes, discount vouchers and free-delivery offers:

  • Have no cash value

  • May not be refundable or reissued

  • May be subject to their original terms and expiry date

Where an entire order is cancelled because of a fault by 12to12 Market or the seller, we may restore an eligible promotional code where reasonably possible.

11. Refund Method and Processing Time

Approved refunds will normally be issued to the original payment method used for the transaction.

Depending on the payment provider or bank, an approved refund may take approximately 5 to 14 business days to appear in your account. Processing times are controlled partly by banks and payment providers and may therefore vary.

Where a cash-on-delivery order qualifies for a refund, we may request verified bank or mobile-payment details. For security reasons, customers should only provide this information through an authorised 12to12 Market channel.

A refund is considered completed by 12to12 Market once it has been submitted to the relevant bank or payment provider.

12. Refunds to Store Credit

Where available, you may be offered store credit instead of a refund.

Store credit will only be provided where:

  • You accept it; or

  • It forms part of a promotion whose terms were disclosed before purchase.

Your legal right to a monetary refund will not be replaced with store credit without your agreement where the law entitles you to a monetary refund.

13. Rejected Refund Requests

A refund request may be rejected if:

  • The product was correctly supplied and has no defect

  • The product was damaged after delivery through misuse or negligence

  • The customer cannot provide sufficient information to verify the order or complaint

  • The request is fraudulent or abusive

  • The product is legally non-returnable

  • The request falls outside the applicable legal or seller return period

  • The customer simply changed their mind about a non-returnable product

We will provide a reason where a refund request is rejected.

14. Refund Abuse and Fraud

12to12 Market may investigate refund requests to prevent fraud and misuse.

Accounts may be restricted or suspended where there is reasonable evidence of:

  • Repeated false refund claims

  • Manipulated photographs or evidence

  • Deliberate damage to products

  • Abuse of promotional credits

  • Chargeback fraud

  • Other dishonest or unlawful conduct

A legitimate complaint will not be rejected merely because a customer has previously requested a refund.

15. Chargebacks

Customers should contact 12to12 Market before initiating a chargeback through their bank so that we have an opportunity to investigate and resolve the matter.

Submitting a dishonest or duplicate chargeback after receiving a refund may result in account restrictions and recovery action.

Nothing in this clause prevents customers from exercising lawful rights through their bank, card provider or consumer-protection authority.

16. How to Request a Refund

To request a refund, contact us through the Platform or use the following details:

12to12 Market Customer Support
Email: support@12to12.co.za

Please provide:

  • Your full name

  • Your order number

  • The item concerned

  • A clear explanation of the problem

  • Supporting photographs or videos, where applicable

  • Your preferred lawful resolution

We will review the request and communicate the outcome within a reasonable period.

17. Policy Updates

12to12 Market may update this policy to reflect changes in our services, seller arrangements or applicable law.

The revised policy will be published on the Platform with an updated effective date. The policy in effect at the time of the relevant order will generally apply, except where applicable law requires otherwise.