Refund Policy
12to12 Market Pty LTD connects customers with participating restaurants, kitchens, grocery stores, retailers, herbal and pharmacy suppliers, and delivery providers. This policy explains how to request a cancellation, return or refund for an order placed through 12to12 Market.
We assess each request according to the item or service ordered, what happened, and your rights under South African law.
Cancelling an order
You can request cancellation through your order page or the support options on 12to12 Market. Please contact us as soon as possible.
If a merchant has not accepted or started preparing your order, cancellation may be possible without a charge. Once food preparation, packing or delivery has begun, any cancellation costs will depend on work already done and the circumstances. We will explain any applicable charge before resolving your request.
If an order cannot be fulfilled because an item is unavailable or delivery cannot be arranged, we will let you know and refund the amount paid for anything that cannot be supplied.
Food and perishable groceries
Prepared food and perishable groceries generally cannot be returned simply because you have changed your mind. If your order is missing an item, contains the wrong item, arrives damaged or is unsafe, please report the problem as soon as reasonably possible.
Include your order number and a description of the issue. Photos can help us investigate, but we will consider your request even if you cannot provide them. Depending on the circumstances, the outcome may be a replacement, a refund for the affected item or another appropriate remedy.
Retail, herbal and pharmacy products
If a product arrives damaged, is incorrect, is defective or does not match its description, contact us so we can help resolve the issue with the supplier. Your rights for unsafe or defective goods remain in place under the Consumer Protection Act.
Change-of-mind returns depend on the product and any applicable legal right of cancellation. Some goods, including certain medicines, health products and items that cannot safely be resold, may have return restrictions. These restrictions do not remove your rights when a product is defective, unsafe or supplied incorrectly.
If an electronic transaction qualifies for a statutory cooling-off period, we will honour that right and any applicable exceptions.
Parcel delivery
If you cancel a parcel booking before collection, contact us to request a refund. If a rider has already been assigned or collection has begun, a reasonable charge for services already provided may apply.
If a parcel is lost, damaged or delivered incorrectly, report it through 12to12 Market support with your booking details. We will investigate with the delivery provider and explain the available remedy based on the circumstances and any terms shown when you booked.
Delivery problems
If your order is not delivered, contact us so we can check its status with the merchant and delivery provider. Where goods or services paid for cannot be supplied, we will arrange an appropriate refund.
If delivery fails because the address or instructions provided were incorrect, or no one was available to receive the order, we will assess whether another delivery attempt or refund is possible. Reasonable costs already incurred may be deducted where permitted by law and disclosed to you.
How refunds are paid
Approved refunds are normally made to the original payment method. If that is unavailable, we will arrange another suitable method with you. The time it takes for the funds to appear may depend on the payment provider or bank.
Where a statutory cooling-off right applies to an electronic transaction, the refund will be made within the period required by law.
How to request help
Open your order or parcel booking on 12to12 Market and use the available support option. Provide your order number, the item or service affected, and a brief explanation of what happened. We will review the request and keep you informed of the outcome.
Nothing in this policy limits your rights under applicable South African consumer law.