Refund and Returns Policy

Last Update: 01 Oct 2024

Welcome to TumaMe, a South Africa multi-vendor platform that connects buyers to their favourite merchants. We aim to provide a smooth and secure shopping experience for our customers. Below are the return policy guidelines for purchases made on our platform. Please read this policy carefully to understand your rights and responsibilities.

General Return Policy

1. Eligibility for Returns

   Products may be returned within 7 days of delivery for any of the following reasons:

   • The product is defective or damaged.
   • The product delivered differs from what was ordered (e.g., wrong item, size, or color).
   • The product does not meet the description provided by the vendor.

2. Conditions for Returns

   • Items must be in their original packaging, unused, and in resalable condition.
   • All accessories, tags, and documentation must be included.
   • Proof of purchase (e.g., receipt or order confirmation) is required.

3. Non-Returnable Items

   Certain items may not be eligible for return, including but not limited to:

   • Perishable goods (e.g., food, flowers).
   • Intimate or personal use items (e.g., underwear, swimwear) unless faulty.
   • Custom-made or personalized products.

4. Refund Options

   Refunds may be processed as store credit, exchange, or a full refund to the original payment method, depending on the vendor’s policy.

Vendor-Specific Return Policies

1. Minimum Return Standards

   To ensure a consistent experience for our customers, all vendors hosted on TumaMe must comply with the following minimum return policy standards:

   • Accept returns for defective or incorrectly delivered products within 7 days of delivery.
   • Offer a repair, replacement, or refund for defective products in line with South African consumer protection laws.
   • Provide clear instructions for initiating a return, including return shipping details.

2. Vendor-Specific Terms

   • Individual vendors may offer return policies that exceed these minimum standards (e.g., longer return windows or additional guarantees). Customers are encouraged to review the vendor’s specific return policy listed on the product page before making a purchase.

3. Return Shipping Costs

   • If the return is due to vendor error (e.g., defective, damaged, or incorrect items), the vendor is responsible for covering return shipping costs.
   • For returns due to a change of mind or customer preference, the customer may bear the return shipping costs, depending on the vendor’s terms.

Return Process

1. Initiating a Return

   To initiate a return, customers must:

   1. Contact the vendor directly via the platform’s messaging system.
   2. Provide a detailed reason for the return along with supporting evidence (e.g., photos of defects).

2. Vendor Response

   Vendors are required to respond to return requests within 48 hours of receiving them.

3. Resolution Timeline

   Returns must be resolved (refund, replacement, or repair) within 7 business days after the vendor receives the returned item.

Dispute Resolution

1. If a customer and vendor cannot reach a resolution, TumaMe offers a mediation service. Customers may escalate disputes by contacting our support team at support@tumame.com.

2. Our team will review the evidence and make a fair determination based on the platform’s policies and applicable South African consumer protection laws.

Legal Compliance

This return policy complies with the Consumer Protection Act, 2008 (CPA), ensuring customers’ rights are upheld while allowing vendors to operate within clear and fair guidelines.

Contact Information

For any questions or concerns about returns, please contact our support team:

Email: support@tumame.com

Thank you for shopping on TumaMe