Buyer Protection Policy

At The Plug Corner, our goal is to provide a trusted marketplace where buyers can shop with confidence and sellers can grow their businesses.

While products are sold by independent sellers, The Plug Corner provides oversight, dispute resolution and buyer support to help ensure a fair marketplace for everyone.

This Buyer Protection Policy explains how we assist buyers when something goes wrong with an order.

1. What Buyer Protection covers

Buyer Protection may apply where:

• You receive the wrong product.
• Your product arrives damaged.
• Your product is defective.
• Your order materially differs from the product description.
• Your order is confirmed as lost during transit.
• The seller is unable to fulfil the order.
• An eligible digital product is invalid or cannot be redeemed due to an error attributable to the seller.

Buyer Protection applies only to eligible purchases made directly through The Plug Corner.

2. What Buyer Protection does not cover

Buyer Protection does not apply where:

• You changed your mind after placing your order.
• You ordered the incorrect product.
• You failed to read the product description before purchasing.
• The product has been damaged through misuse, abuse or negligence after delivery.
• Normal wear and tear has occurred.
• You made payment outside of The Plug Corner platform.
• The dispute relates solely to personal preference where the product matches the seller's listing.

3. Reporting an issue

If you experience a problem with your order, please contact The Plug Corner through the Help Centre as soon as reasonably possible.

To assist with our investigation, you may be asked to provide:

• Your order number.
• A description of the issue.
• Photographs or videos of the product.
• Photographs of the packaging.
• Any other supporting evidence reasonably required.

Providing complete information helps us resolve disputes more efficiently.

4. Our investigation process

Once a dispute has been submitted, The Plug Corner will:

1. Review the information provided by the buyer.
2. Notify the seller of the dispute.
3. Request additional information from either party where required.
4. Review available delivery and tracking information.
5. Consider all available evidence before reaching a decision.

The Plug Corner acts as a neutral marketplace and aims to resolve disputes fairly for both buyers and sellers.

5. Courier investigations

Where an order appears to have been lost or damaged during delivery:

• The Plug Corner or the seller (depending on who arranged delivery) will work directly with the courier company.
• Buyers are not required to submit courier claims themselves.
• Courier investigations may take several business days depending on the courier's investigation process.

6. Resolution options

Where Buyer Protection applies, The Plug Corner may facilitate one or more of the following outcomes:

• Replacement of the product.
• Exchange of the product.
• Full refund.
• Partial refund where appropriate.
• Any other reasonable solution agreed between the buyer and seller.

The most appropriate resolution will depend on the circumstances of each case.

7. Seller responsibilities

Sellers are expected to:

• Accurately describe products.
• Supply products matching their listings.
• Dispatch orders within the stated processing time.
• Cooperate fully during dispute investigations.
• Honour approved refunds or replacements.
• Arrange collection and pay reasonable return shipping costs where they supplied an incorrect, damaged or defective product.

Failure to meet these obligations may result in account restrictions, suspension or permanent removal from The Plug Corner Marketplace.

8. Buyer responsibilities

Buyers are expected to:

• Review product information before purchasing.
• Provide accurate delivery information.
• Inspect products promptly after delivery or collection.
• Report issues as soon as reasonably possible.
• Cooperate with any investigation by providing requested evidence.

9. Fraud prevention

The Plug Corner takes fraud seriously.

We reserve the right to decline Buyer Protection claims where we reasonably believe:

• False or misleading information has been provided.
• Evidence has been intentionally altered.
• A fraudulent claim has been submitted.
• Marketplace policies have been deliberately abused.

Fraudulent activity may result in account suspension and may be reported to the relevant authorities where appropriate.

10. Consumer rights

Nothing contained in this Buyer Protection Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008 or any other applicable South African legislation.

11. Contact us

If you require assistance with an order, please contact us through our Help Centre.

Our team is committed to resolving disputes fairly, transparently and as efficiently as reasonably possible.