Returns, Refunds & Defects Policy

This policy covers physical products bought in the Visit Gauteng Marketplace. Bookings and event tickets are covered by the Cancellation & Refund Policy.

Under section 44 of the Electronic Communications and Transactions Act, you may cancel an online purchase without giving a reason within 7 days after you receive the goods.

• Return the goods unused and in their original condition and packaging.

• The only cost you can be charged is the direct cost of returning the goods, as the law allows. If we charge it, we tell you the amount before the return is booked and deduct it from your refund.

• We refund the rest of what you paid, including the original delivery charge, within 30 days of your cancellation.

Under sections 55 and 56 of the Consumer Protection Act, goods must be safe, in good working order, of good quality and free of defects, and match their description. If, within 6 months of delivery, goods are defective, unsafe or not as described, you may return them and choose a repair, a replacement or a refund. You pay nothing for these returns, including the return delivery cost.

If your parcel arrives damaged, incomplete or with the wrong item, tell us as soon as possible, ideally within 48 hours of delivery, with photos. We arrange a replacement or refund at no cost to you. Reporting later does not remove your rights in clause 3.

Perishable goods, personalised or made-to-order items, and items that cannot be resold for hygiene reasons (where the listing says so) cannot be returned just because you changed your mind. Your rights for faulty, unsafe or not-as-described goods still apply.

• Start a return from your account (Orders), or email admin@visitgauteng.net with your order number and photos where relevant.

  • We give you the return instructions and book a courier to collect the goods from you.

  • Once the goods are received and checked, we process your refund to your original payment method through Paystack.

A vendor may offer you more generous return terms, shown on the listing. No vendor policy can reduce your rights under this policy or the law.