Refund, Return & Warranty Policy

This policy governs all purchases made through STOREONE.CO.ZA, an online marketplace owned and operated by STOREONE GROUP.

Warranty Policy

At STOREONE.CO.ZA, we are committed to providing a secure and transparent shopping experience. STOREONE.CO.ZA is an online marketplace connecting customers with independent vendors. Unless otherwise stated on the product page, all warranties are provided by the respective vendor, manufacturer, or brand.

Refund & Return Policy

At STOREONE GROUP, customer satisfaction is important to us. STOREONE.CO.ZA operates as an online marketplace that connects customers with independent vendors.

If you experience any issue with your order, you may submit a refund or return request through your STOREONE.CO.ZA customer account or by contacting our support team. STOREONE GROUP will review your request and work with the relevant vendor to resolve the matter fairly.

Refund Requests

Refund requests may be accepted for the following reasons:

• Product arrived damaged or broken.
• Wrong item received.
• Missing items from the order.
• Defective or non-working product.
• Product significantly different from its description.
• Parcel lost during delivery.
• Duplicate payment or billing issue.
• Order cancelled before dispatch (where applicable).

Requirements for Refund Approval

• Order number or proof of purchase.
• Clear photographs or videos of the product.
• Photographs of the packaging and shipping label (where applicable).
• A detailed explanation of the issue.
• Proof showing the condition of the item upon arrival.

Failure to provide sufficient evidence may delay or result in the rejection of a refund or return request.

Vendor Responsibilities

All vendors selling on STOREONE.CO.ZA are responsible for:

• Supplying products that accurately match their descriptions and images.
• Maintaining accurate stock availability.
• Securely packaging all orders.
• Shipping orders within the advertised processing time.
• Arranging delivery through approved courier services.
• Providing valid tracking information where available.
• Ensuring products arrive in good condition.
• Honouring applicable warranties.
• Processing warranty, repair, replacement, exchange, and return requests promptly.
• Responding to customer enquiries regarding their orders.
• Cooperating with STOREONE GROUP during refund, return, warranty, or dispute investigations.
• Covering costs associated with vendor errors, including incorrect products, defective items, damaged goods, missing products, or shipping mistakes.
• Complying with all applicable South African laws and STOREONE.CO.ZA Marketplace Policies.

Delivery Policy & Responsibility

Delivery is the sole responsibility of the vendor unless otherwise stated on the product listing.

Vendors are responsible for:

• Selecting a suitable courier service.
• Securely packaging products to minimise damage during transit.
• Dispatching orders within the advertised processing timeframe.
• Providing shipment tracking where available.
• Monitoring delivery progress.
• Communicating with the courier.
• Resolving courier-related delivery issues.
• Products lost, delayed, or damaged before successful delivery.
• Additional delivery costs arising from vendor errors.

To ensure reliable nationwide delivery across South Africa, vendors may use reputable courier companies including, but not limited to:

The courier used for your order may vary depending on the vendor, delivery destination, product size, and service availability.

STOREONE GROUP may assist in facilitating communication regarding delivery disputes; however, STOREONE GROUP and STOREONE.CO.ZA are not the courier, carrier, freight forwarder, importer, exporter, or delivery provider and do not guarantee delivery dates or transit times.

Important Information

• Refund or return requests must be submitted within 7 days of receiving the order.
• Products must not be intentionally damaged, altered, or misused.
• Refund or return requests may be declined if insufficient evidence is provided.
• Certain products—including custom-made, personalised, digital, downloadable, hygiene-sensitive, perishable, used, or clearance items—may not qualify for returns or refunds unless required by applicable South African law.
• Approved refunds are normally processed to the original payment method within 5–10 business days, subject to payment provider processing times.
• Depending on the circumstances, the vendor may choose to repair, replace, exchange, or refund the product where permitted by law and marketplace policy.

Marketplace Disclaimer

STOREONE.CO.ZA is an online marketplace owned and operated by STOREONE GROUP. Independent vendors advertise and sell products through the marketplace.

Each vendor remains solely responsible for: product quality and safety, product information and specifications, pricing, inventory management, packaging, order fulfilment, shipping and delivery, warranty obligations, returns, repairs, replacements, refunds, compliance with applicable laws, and customer support relating to their products.

STOREONE GROUP reserves the right to suspend, restrict, or permanently remove vendors who fail to comply with STOREONE.CO.ZA Marketplace Policies, South African consumer protection legislation, or other applicable laws.

All refund, return, and warranty requests are carefully reviewed to protect customers, vendors, and STOREONE GROUP from fraudulent or abusive claims.

Customer Support

If you require assistance with an order, refund, return, warranty claim, delivery issue, vendor dispute, or any marketplace-related enquiry, please contact STOREONE GROUP.