Refund Policy

At The Plug Corner, we are committed to providing a safe, transparent and trusted marketplace for buyers and sellers.

As an online marketplace, products listed on The Plug Corner are sold by independent sellers. Sellers are responsible for supplying products that accurately match their listings and resolving product-related issues where they are at fault.

The Plug Corner facilitates payments, assists with dispute resolution and works with buyers and sellers to ensure fair outcomes.

Nothing in this Refund Policy affects or limits any rights consumers may have under the Consumer Protection Act, 2008 or any other applicable South African law.

1. When a refund may be approved

A refund may be approved where:

• The incorrect product was supplied.
• The product arrives damaged.
• The product is defective.
• The product materially differs from its description.
• The seller is unable to fulfil the order.
• The order is confirmed as lost during delivery.
• A digital product supplied is invalid, duplicated or cannot be redeemed due to an error attributable to the seller.
• A refund is otherwise required under applicable South African law.

Each request is assessed individually based on the circumstances of the order.

2. No change-of-mind refunds

The Plug Corner does not provide refunds simply because a buyer changes their mind after placing an order.

Buyers are encouraged to carefully review:

• Product descriptions
• Product specifications
• Sizes and dimensions
• Compatibility
• Images
• Seller information

before completing their purchase.

3. Requesting a refund

If you believe your order qualifies for a refund, please contact The Plug Corner through our 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 where relevant.
• Any other information reasonably required to assess the request.

Providing complete information helps us resolve refund requests more efficiently.

4. Incorrect, damaged or defective products

Where a seller supplies an incorrect, damaged or defective product:

• The seller is responsible for resolving the issue.
• The seller is responsible for arranging collection where required.
• The seller is responsible for the reasonable cost of return shipping.
• Depending on the circumstances, the buyer may receive a replacement, exchange or refund.

5. Orders lost during delivery

If an order has not been delivered within the expected delivery timeframe, buyers should contact The Plug Corner through the Help Centre.

Where delivery was arranged by the seller or The Plug Corner, we will investigate the shipment with the relevant courier company.

Buyers are not required to submit claims directly to courier companies.

Where a parcel is confirmed as lost during transit:

• The seller or The Plug Corner (depending on who arranged delivery) will manage the courier investigation and claim process.
• The buyer may receive either a replacement product (subject to availability) or a full refund.

6. Digital products

Due to the nature of digital products, including activation codes, vouchers, subscriptions and downloadable content, refunds are generally not available once the product has been successfully delivered.

Refunds may only be considered where:

• An invalid code was supplied.
• An incorrect digital product was supplied.
• A duplicate code was supplied.
• The product cannot be activated due to an error attributable to the seller.

7. Refund assessment

Each refund request is reviewed on its own merits.

The Plug Corner may:

• Request additional information from the buyer.
• Request information from the seller.
• Review tracking information.
• Review supporting evidence before making a decision.

The Plug Corner reserves the right to approve or decline refund requests based on the available evidence and applicable law.

8. Refund method

Where a refund is approved, it will generally be processed back to the original payment method used to complete the purchase.

Where this is not reasonably possible, an alternative refund method may be agreed upon.

9. Refund processing

Once a refund has been approved, The Plug Corner will initiate the refund as soon as reasonably practicable.

The time taken for funds to reflect may vary depending on the payment provider or financial institution.

10. Refund requests that may be declined

A refund request may be declined where:

• The buyer has changed their mind.
• The product was delivered as described.
• The issue resulted from misuse, negligence or accidental damage after delivery.
• False or misleading information has been provided.
• The buyer refuses to cooperate with a reasonable investigation.
• The request does not meet the requirements of this policy or applicable South African law.

11. Contact us

If you require assistance with a refund request, please contact us through our Help Centre.

Our team will work with both buyers and sellers to ensure refund requests are handled fairly, transparently and as efficiently as reasonably possible.