Returns, Refunds and Disputes

Vakoop acts as the contractual buyer from Sellers and the contractual seller to Buyers. Every purchase is protected by Vakoop's Buyer Protection system: the Seller is only paid by Vakoop after the Buyer confirms receipt of the item or the confirmation window expires. This page explains when returns and refunds apply, how to report a problem, and how the process works end to end.

Buyer Protection

Report a problem within 7 days of shipping, and before confirming delivery if the item doesn't match its description. One return per order. Buyer Protection covers items not received by the Buyer, items that are significantly not as described, and items that are counterfeit or inauthentic where authenticity was claimed. Buyer Protection does not cover Transactions conducted outside the Vakoop Platform, items after the Buyer has clicked "Confirm Delivery", buyer's remorse or change of mind (except as provided by the ECT Act cooling-off period), minor differences in colour or texture due to photography or screen settings, or normal wear and tear on preloved items that was disclosed in the Listing.

When Refunds Apply

Refunds may be issued when the item was not received and tracking confirms non-delivery; when the item is significantly not as described in the Listing; when the item is confirmed counterfeit where authenticity was claimed; when the Seller cancels the order or fails to ship within the required timeframe; or when the Buyer exercises the ECT Act section 44 cooling-off right within 7 days of receipt. Refunds are not available after the Buyer has clicked "Confirm Delivery", for buyer's remorse outside the cooling-off period, for Premium Service fees (Boost, Bump, Promote, Authentication) once processed, or for Transactions conducted outside the Vakoop Platform.

Refund Process

Refunds are processed to the Buyer's Vakoop Wallet — refunds are not issued directly to credit cards or bank accounts. Buyers may withdraw refunded Wallet funds to their bank account through the normal withdrawal process. Wallet credits are applied within 24 hours of the refund decision. Bank withdrawals take an additional 2 to 5 business days.

How to Report a Dispute

If a problem arises with a Transaction, the Buyer must report the issue before clicking "Confirm Delivery". Step 1: attempt to resolve the issue directly with the other party through in-app messaging. Step 2: if the issue cannot be resolved, open a return request in the Vakoop app (Account → Returns and Refunds) or contact Vakoop support by emailing [email protected]. Step 3: provide a clear description of the problem, including photographs where relevant. Disputes must be reported within 7 days of receiving the item, or within 14 days of the expected delivery date if the item was not received.

Investigation

Upon receiving a dispute, Vakoop will acknowledge the dispute within 24 hours, pause the Seller Payout pending resolution, review the evidence provided by both the Buyer and the Seller, request additional evidence or information from either party if necessary, and issue a decision within 5 business days where possible. Evidence considered includes Listing photos and description, messages between Buyer and Seller, delivery tracking information, photos of the item received, authentication results, and any other relevant documentation.

Possible Outcomes

Following investigation, Vakoop may decide to issue a full refund to the Buyer — funds are returned to the Buyer's Wallet; the item may be required to be returned to the Seller at the Buyer's expense. Partial refund — to reflect the difference between what was described and what was received. Pay the Seller — if the dispute is found to be without merit, Vakoop pays the Seller. Order cancellation — both parties are returned to their pre-Transaction position where possible. In cases of return, the Buyer must ship the item back within 5 business days of the refund decision. Failure to return the item may result in the refund being reversed.

Cancellations

Buyers may cancel an order before the Seller has shipped the item; a full refund is issued to the Buyer's Wallet. Once the Seller has shipped the item, cancellation is only possible through the dispute process. Sellers may cancel a sale if they are unable to fulfil the order; repeated cancellations by a Seller may result in account restrictions.

Dispute Resolution and Your Rights

As the contractual seller to the Buyer, Vakoop is responsible for resolving disputes with Buyers regarding items purchased through the Platform. Vakoop will investigate disputes fairly, considering evidence from both the Buyer and the original Seller. Where the Buyer is entitled to a refund, Vakoop processes the refund directly. Vakoop's dispute decision is final within the Platform's internal process. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation. Users retain the right to escalate unresolved disputes to the National Consumer Commission, the relevant Consumer Court, or the courts of South Africa.

Contact

For help with a return, refund, or dispute, email [email protected] or call +27 72 551 3728.