We want every order to go smoothly. This policy explains exactly what happens when things don't go as planned.
WeBuyZA acts as your personal shopping agent in South Africa. We take every order seriously and we are committed to resolving issues fairly and transparently. This policy sets out clearly when refunds apply, when they don't, and how the process works.
Every quote is confirmed in writing via WhatsApp before payment. You always know exactly what you are paying for before any money changes hands.
If we cannot source the item after your payment, you receive a full refund.
Assessed based on photo evidence. Significant damage is investigated and resolved accordingly.
WeBuyZA facilitates the return at the client's cost. Resolution lies with the retailer.
Once your order has been placed with the retailer, no refund is issued.
If a product becomes unavailable or out of stock after you have made payment, WeBuyZA will issue a full refund of the amount paid including the service fee and shipping cost.
We will notify you via WhatsApp as soon as we become aware of the stock issue and process your refund within 5–7 business days.
We understand that damage claims can be complex. Damage may occur during transit, or may be a pre-existing defect from the retailer. WeBuyZA treats each case individually and investigates thoroughly before reaching a resolution.
Damage claims are assessed by WeBuyZA based on the photo evidence submitted and any available documentation from our logistics partner. We will determine whether the damage is consistent with transit damage or a pre-existing product defect and liaise with the relevant party — courier or retailer — on your behalf.
Minor cosmetic damage such as small scratches or minor packaging damage that does not affect the function or usability of the item does not qualify for a refund.
Where WeBuyZA determines that significant damage occurred during transit and our logistics partner is found liable, we will work to resolve the matter on your behalf. Resolution may take up to 14 business days depending on the investigation. WeBuyZA's liability for transit damage is limited to the outcome of the investigation with our logistics partner.
Where damage is determined to be a retailer defect, WeBuyZA will facilitate the return and warranty claim with the relevant retailer on your behalf. Resolution timelines are subject to the retailer's own returns process.
If the retailer sends a wrong item, WeBuyZA will facilitate the return process on your behalf. However, the cost of facilitating the return — including any shipping, handling, or administrative costs incurred by WeBuyZA — is borne by the customer. The ultimate resolution, including any replacement or refund from the retailer, lies with the retailer and is subject to their own returns policy.
WeBuyZA will act as your advocate in communicating with the retailer but cannot guarantee a specific outcome or timeline. Any return facilitation costs will be communicated to you via WhatsApp before any action is taken.
To initiate a wrong item claim, contact us via WhatsApp within 24 hours of collection with photo evidence of the item received.
Once you have confirmed your order and payment has been received, WeBuyZA places your order with the South African retailer on your behalf. At this point, WeBuyZA has incurred costs that cannot be recovered.
No refunds are issued for change of mind once the order has been placed with the retailer. Please ensure you are certain before confirming your order.
If you wish to cancel before confirming your order — that is, before replying YES to the quote — you may do so at no cost and no payment will be taken.
The company registration fee is non-refundable once the registration process has been initiated with CIPC. If CIPC rejects all three proposed business names, WeBuyZA will work with you to resubmit at no additional facilitation cost.
The FNB business account facilitation fee is non-refundable once the application process has been initiated. Account approval is subject to FNB's own eligibility criteria. WeBuyZA cannot guarantee account approval and is not liable if FNB declines an application.
Where a refund is approved, WeBuyZA will process it within 5–7 business days. Refunds are issued via the same payment method used for the original transaction. Processing times may vary depending on your bank or payment provider.
WeBuyZA will notify you via WhatsApp once your refund has been processed.
All refund and damage claims must be submitted via WhatsApp. When submitting a claim, please include:
We aim to acknowledge all claims within 1 business day and provide a resolution timeline within 3 business days of receiving full documentation.
Contact us via WhatsApp with your order details and photos.