Returns, Refunds & Cancellations

MIDRAND HINDU DHARMA SABHA (MHDS)

RETURNS, CANCELLATIONS & REFUNDS POLICY

MHDS Marketplace (South Africa | B2B & B2C)

MHDS Marketplace (South Africa | B2B & B2C) is operated by Midrand Hindu Dharma Sabha (MHDS), a faith-based non-profit religious organisation (“we”, “us” and “our”). Goods may be sold either by MHDS (where MHDS is shown as the seller on the product page and/or at checkout) and/or by approved third-party Marketplace Sellers (where that Marketplace Seller is shown as the seller).

This policy explains how cancellations, returns and refunds are handled on the MHDS Marketplace platform, who is responsible, and how disputes and repeat non-compliance are managed — in clear, practical language and in line with South African law.

MHDS is a faith-based non-profit organisation. Our Marketplace helps fund our community programmes and services. That said, your legal consumer rights (where applicable) remain the same.

1. How MHDS Marketplace works (important)

MHDS is a South African Hindu religious and community organisation operating on a non-profit basis. It supports religious, educational, cultural and charitable activities, including community outreach programmes.

MHDS Marketplace is a digital trading platform created to enable trade between Marketplace Sellers and buyers (B2B).

The platform also allows B2C customers to register and buy goods directly from Marketplace Sellers and/or directly from MHDS where MHDS is shown as the seller.

When you place an order on MHDS Marketplace:

Important: Some items may be sold directly by MHDS (where MHDS is shown as the seller). For those items, MHDS handles cancellations, returns and refunds. For Marketplace Seller items, the Marketplace Seller handles cancellations, returns and refunds, subject to this policy and South African law.

you are buying directly from the seller shown on the product page and/or at checkout, being either MHDS or a Marketplace Seller;

each seller is fully responsible for managing the sale of the item(s) it sells (MHDS for MHDS-sold items; Marketplace Sellers for their items), including:

cancellations;

returns;

refunds;

product quality and safety;

delivery and fulfilment; and

warranties and after-sales support.

MHDS and MHDS Marketplace do not automatically manage returns or refunds on behalf of Marketplace Sellers (unless MHDS is shown as the seller for a specific item).

2. Cancellation Policy (before delivery)

2.1 Cancelling before dispatch

You may cancel an order at no charge if it has not yet been dispatched or made available for collection.

Cancellation requests must be directed to the relevant seller shown on the order (MHDS for MHDS-sold items; the Marketplace Seller for Marketplace Seller items).

If accepted, the relevant seller is responsible for processing the refund (subject to this policy, the Returns Policy, and applicable law).

2.2 Cancelling after dispatch

If an order has already been dispatched or collected:

it can no longer be cancelled; and

it must be handled as a return once delivered.

2.3 Custom or special-order items

Some items sold by Marketplace Sellers are:

custom-made;

personalised;

configured for a specific buyer; or

specially sourced on request.

These items may not be cancellable once processing has started or may attract reasonable costs already incurred. This must be clearly disclosed before purchase.

3. Returns Policy (after delivery or collection)

3.1 Change-of-mind returns (B2B & B2C)

Sellers may accept change-of-mind returns, subject to these minimum platform standards (and any additional lawful conditions clearly disclosed by the relevant seller):

the return request must be made within 7 (seven) days of delivery or collection;

the item must be unused, unopened and undamaged;

the item must be returned in original packaging;

all seals, accessories, manuals and free items must be included.

Marketplace Sellers may apply reasonable additional conditions, provided these:

are lawful;

are clearly disclosed; and

do not override statutory rights.

3.2 Faulty, damaged or incorrect items

Returns must be accepted by the relevant seller if:

the wrong item was supplied;

the item does not match its description;

the item is defective; or

the item was damaged during delivery.

Where goods are defective or unsafe, buyer rights under the Consumer Protection Act (CPA) apply.

3.3 Items excluded from change-of-mind returns

Unless required by law, the following are generally not eligible for change-of-mind returns:

perishable goods;

hygiene or health-related items once opened;

digital goods once accessed or downloaded;

vouchers, gift cards or credits;

clearance or final-sale items (where clearly marked).

This does not affect rights relating to defective goods.

4. Return costs and responsibility

4.1 Seller responsibility

The relevant seller must cover return or collection costs where the return is due to:

incorrect delivery;

defective goods;

damaged goods; or

inaccurate product information.

4.2 Change-of-mind returns

For approved change-of-mind returns:

the buyer may be responsible for return courier costs; and

original delivery fees are generally not refundable.

5. Refund Policy

5.1 Who processes refunds

Refunds are processed by the relevant seller, not automatically by MHDS on behalf of Marketplace Sellers. If MHDS is shown as the seller, MHDS processes the refund. If a Marketplace Seller is shown as the seller, that Marketplace Seller processes the refund.

Each Marketplace Seller (and MHDS for MHDS-sold items) must clearly disclose:

refund methods (wallet, voucher, cash, EFT, card);

refund timelines; and

any applicable conditions.

5.2 Minimum platform standard

As a minimum:

refunds must be processed within a reasonable time (normally 7–10 business days after approval);

refunds must comply with the Consumer Protection Act.

6. How MHDS may assist with disputes

MHDS does not replace a Marketplace Seller’s responsibility for Marketplace Seller sales. However, to protect trust within the MHDS community, MHDS may choose to assist where a Marketplace Seller dispute remains unresolved after reasonable engagement, or where platform rules/seller standards may have been breached. Where MHDS is shown as the seller, MHDS’s customer support will handle the matter directly in line with this policy and applicable law.

a dispute remains unresolved after reasonable engagement;

there are complaints of unfair treatment or non-compliance;

platform rules or seller standards may have been breached.

MHDS assistance may include:

facilitating communication between parties;

requesting information or evidence;

issuing guidance on lawful outcomes;

recommending mediation or dispute resolution; or

initiating compliance review processes.

MHDS does not guarantee outcomes in Marketplace Seller disputes, does not assume Marketplace Seller liability, and does not become a party to the sale between a buyer and a Marketplace Seller. This does not limit MHDS’s responsibilities where MHDS is shown as the seller.

7. Repeated non-compliance & enforcement process

To maintain trust and integrity on the platform, MHDS reserves the right to take action against registered users who repeatedly fail to comply with this policy, platform rules, or South African law.

7.1 Escalation process

Before any account closure, MHDS will generally follow this process:

Step 1 – Informal engagement

registered user is notified of the complaint or issue.

Opportunity is given to resolve the matter directly.

Step 2 – Formal warning

Written warning issued.

Corrective action required within a defined timeframe.

Step 3 – Monitoring period

registered user activity is monitored for further incidents.

Additional support or guidance may be provided.

Step 4 – Restrictive measures (if required)

Temporary suspension of listings, payouts, or selling privileges.

Step 5 – Account suspension or termination

Where there is continued, repeated or serious non-compliance, MHDS may:

suspend the account; or

terminate the seller’s access to the MHDS Marketplace platform.

7.2 Immediate action

MHDS reserves the right to bypass steps where there is:

fraud;

deliberate misrepresentation;

refusal to honour legal obligations;

serious consumer harm; or

reputational risk to MHDS.

8. Legal rights preserved

Nothing in this policy limits or excludes rights under:

the Consumer Protection Act, 68 of 2008; or

the Electronic Communications and Transactions Act, 2002.

Frequently Asked Questions (FAQ)

Who handles my return or refund?

The seller you bought from handles it directly. If MHDS is shown as the seller, MHDS handles it. If a Marketplace Seller is shown as the seller, that Marketplace Seller handles it.

Does MHDS process refunds?

MHDS processes refunds only for items sold by MHDS (where MHDS is shown as the seller). MHDS does not process refunds on behalf of Marketplace Sellers, but may assist with dispute resolution for Marketplace Seller items.

Can MHDS force a seller to refund me?

MHDS cannot force a specific outcome in a Marketplace Seller dispute, but may take action against Marketplace Sellers who fail to comply with platform rules or the law (including suspension/termination). For MHDS-sold items, MHDS will follow this policy and applicable law.

What happens if a seller ignores me?

You may escalate the matter to MHDS for assistance and review.

Do change-of-mind returns apply to B2B buyers?

Yes, subject to the seller’s disclosed terms and applicable law.

Can a seller refuse a return?

Yes, in limited cases (e.g. opened hygiene items or change-of-mind outside the allowed period), but not for defective goods.

How long should refunds take?

Normally between 7 and 10 business days after approval.

Can a seller be removed from the platform?

Yes. Repeated non-compliance may result in suspension or termination.

Who protects my rights as a buyer?

Your rights are protected under South African law. MHDS may assist but does not replace legal remedies.

NPO note: MHDS is a non-profit organisation. Marketplace revenue is used to support MHDS’s mission and operations. This does not reduce any buyer rights under applicable law.