Refund and Returns Policy

We trust you will be pleased with your online purchase.

However, we do accept that there may instances that necessitate a cancellation, an exchange, a return and/or a refund. To ensure we meet your after-sales expectations, we urge you to please read this Policy before you transact on our platform.

This Policy forms part of the RealPPE Marketplace Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning as in this Policy, unless the context indicates otherwise.

Nothing in this Policy is intended to limit your statutory rights in any way.

DISCLAIMER

THE INFORMATION PROVIDED BY RealPPE Marketplace (“we,” “us” or “our” or “company”) ON https://realppe.co.za/ (the “Site”) [and our mobile application] IS FOR GENERAL PURPOSES ONLY. ALL INFORMATION ON THE SITE [and our mobile application] IS PROVIDED IN GOOD FAITH. THE SERVICE, CONTENT, GOODS AND SERVICES FROM OR THROUGH THE SERVICE ARE PROVIDED “AS-IS,” “AS AVAILABLE,” AND ALL WARRANTIES, EXPRESS OR IMPLIED, ARE DISCLAIMED (INCLUDING BUT NOT LIMITED TO THE DISCLAIMER OF ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE). THE SOLE AND ENTIRE MAXIMUM LIABILITY OF COMPANY, FOR ANY REASON, AND BUYER’S SOLE AND EXCLUSIVE REMEDY FOR ANY CAUSE WHATSOEVER, SHALL BE LIMITED TO THE AMOUNT PAID BY THE CUSTOMER FOR THE PARTICULAR ITEMS PURCHASED. COMPANY AND ANY OF ITS AFFILIATES, DEALERS OR SUPPLIERS ARE NOT LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS, LOSS OF PROFITS, LITIGATION, OR THE LIKE), WHETHER BASED ON BREACH OF CONTRACT, BREACH OF WARRANTY, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE LIMITATIONS OF DAMAGES SET FORTH ABOVE ARE FUNDAMENTAL ELEMENTS OF THE BASIS OF THE BARGAIN BETWEEN COMPANY AND BUYER. THIS SITE AND GOODS AND SERVICES WOULD NOT BE PROVIDED WITHOUT SUCH LIMITATIONS. SOME STATE STATUTES MAY APPLY REGARDING LIMITATION OF LIABILITY.

1) EXCLUSIONS TO STANDARD CONDITIONS OF SALE

1.1) Exclusions based on Absence of Seller’s and/or Manufacturer’s Consent:

All cancellations, exchanges, returns and refunds are subject to consent by our sellers and/or product manufacturers. Nothing in this policy or anywhere on our website shall be interpreted to mean that RealPPE marketplace can override our Sellers and/or product manufacturers in any way.

1.2) Exclusions based on Concern for Public health, safety and hygiene:

• As you are aware that this marketplace sells products that are generally of an intimate personal care nature (i.e. personal protective equipment), please take note that manufacturers and suppliers of PPE have imposed stricter “product return” measures in order to stem the spread of the Covid-19 virus and also to mitigate against any other public health/safety/hygiene risks. 
• Consequently, and as a general rule, this marketplace applies the “All Sales are Final” policy on all products sold on this marketplace. Of course, there are exceptions to this rule, and these exceptions would generally apply to unopened, unused, undamaged products under specific conditions or products that satisfy certain additional criteria.
• Please read on for more information on the specific conditions and the applicable additional criteria…

2) 7- DAY MONEY-BACK CANCELLATION / COOLING-OFF PERIOD

2.1) Brief explanation:

1. Should you change your mind about your purchase, you may cancel your order anytime from date of payment up to seven (7) days after delivery of your order.
2. We will then refund you subject to us deducting the cost of delivering the products, the cost of returning the products, and transaction fees (whichever is applicable).
3. Your money will be refunded through the same banking details that were used in the original purchase.

2.2) Procedure to follow in the event of a cancellation:

1. You must notify us of a request for order cancellation by clicking here or by clicking the “Return Merchandise Authorization Requests” link on the RealPPE marketplace website, anytime from date of payment up to no later than seven (7) days after delivery of your order.
2. In all your communication with us, please reference your invoice number, the contact names and phone numbers that were used when transacting, to make it easier for us to identify and/or authenticate you.
3. We will then give you further directions.

2.3) Applicable conditions in the event of a cancellation:

1. In the event the products were already delivered to your chosen delivery address, we reserve the right to inspect the products upon return to ensure they are in their original packaging and are unopened/unused/undamaged. In case the products do not satisfy these criteria, we reserve the right to reject such cancelation.

3) 7- DAY DAMAGED GOODS EXCHANGE

3.1) Brief explanation:

1. Customers must take reasonable steps to ensure that received goods are handled with care and are stored and used as per the manufacture’s recommendations and/or applicable norms and standards associated with those goods.
2. Customers must inspect the products they receive from us for damage within seven (7) days after delivery of their order.

3.2) Procedure to follow in the event of damaged goods exchange:

1. You must notify us of a request for damaged goods exchange by clicking here or by clicking the “Return Merchandise Authorization Requests” link on the RealPPE marketplace website, anytime from date of payment up to no later than seven (7) days after delivery of your order.
2. In all your communication with us, please reference your invoice number, the contact names and phone numbers that were used when transacting, to make it easier for us to identify and/or authenticate you.
3. We will then give you further directions.

3.3) Applicable conditions in the event of damaged goods exchange:

1. We reserve the right to request you to send us pictures of the damaged products.
2. We reserve the right to either inspect the goods at your premises and/or arrange for the return and collection of the alleged damaged goods.
3. If upon inspection we conclude that the claim is acceptable, then we shall arrange for the exchange of damaged goods at no additional cost to you.
4. If upon inspection we conclude that the claim is unacceptable, then we shall at our sole discretion reject such exchange request. All costs incurred for the rejected exchange request shall be for the customer’s account.

4) 7- DAY INCORRECT GOODS EXCHANGE

4.1) Brief explanation:

1. Customers must take reasonable steps to ensure that received goods are handled with care and are stored and used as per the manufacture’s recommendations and/or applicable norms and standards associated with those goods.
2. Customers must inspect the products they receive from us for correctness of the delivered products within seven (7) days after delivery of their order.

4.2) Procedure to follow in the event of incorrect goods exchange:

1. You must notify us of a request for incorrect goods exchange by clicking here or by clicking the “Return Merchandise Authorization Requests” link on the RealPPE marketplace website, anytime from date of payment up to no later than seven (7) days after delivery of your order.
2. In all your communication with us, please reference your invoice number, the contact names and phone numbers that were used when transacting, to make it easier for us to identify and/or authenticate you.
3. We will then give you further directions.

4.3) Applicable conditions in the event of incorrect goods exchange:

1. We reserve the right to request you to send us pictures of the incorrect products.
2. We reserve the right to either inspect the goods at your premises and/or arrange for the return and collection of the alleged incorrect goods.
3. If upon inspection we conclude that the claim is acceptable, then we shall arrange for the exchange of incorrect goods at no additional cost to you.
4. If upon inspection we conclude that the claim is unacceptable, then we shall at our sole discretion reject such exchange request. All costs incurred for the rejected exchange request shall be for the customer’s account.

5) PRODUCT DEFECTIVE WITHIN 6-MONTH STATUTORY WARRANTY

5.1) Brief explanation:

1. Customers must take reasonable steps to ensure that received goods are handled with care and are stored and used as per the manufacture’s recommendations and/or applicable norms and standards associated with those goods.
2. Should your products be the subject of any manufacturing defect or failure, or is unsafe, as contemplated in the Consumer Protection Act, 2008 (“CPA”), it may be returned for repair/replacement/refund, within six months of the date of purchase, subject to the CPA.
3. Should a product be defective within the stipulated CPA 6-month warranty period, please notify us as soon as you become aware of the defect.
4. We and/or our seller and/or the manufacturer reserve the right to examine the product and test the product to confirm the alleged defect, failure or safety hazard existed at the time of purchase, before the product will be repaired, replaced or refunded.

5.2) Procedure to follow in the event of a claim against the statutory warranty:

1. You must notify us of a claim against the statutory warranty by clicking here or by clicking the “Return Merchandise Authorization Requests” link on the RealPPE marketplace website, within the 6-month warranty period and as soon as you become aware of the defect.
2. In all your communication with us, please reference your invoice number, the contact names and phone numbers that were used when transacting, to make it easier for us to identify and/or authenticate you.
3. We will then give you further directions.

5.3) Applicable conditions in the event a claim against the statutory warranty:

1. The 6-month statutory warranty will only apply to defects in a product that has a normal lifespan of more than six months under normal use, and shall not apply in the following situations:
   1. Accidental damage
   2. Damage caused by lightning or power surges or any external source
   3. Damage caused by misuse or abuse to the goods
   4. Goods used for a purpose other than the purpose for which they were manufactured
   5. Goods used contrary to their instruction manuals