How do refunds work?

Refunds work like a normal transaction but in reverse, meaning that the buyer must return the item. Once the seller receives it and the 24-hour complaints period has elapsed, the buyer is refunded.

If a buyer wants a refund, they are required to return the item in question to the seller. This works like a normal transaction in reverse: the item is tracked back to the seller by Trustap, and once it has arrived, the 24 hour complaints period commences. If the seller has no complaints, the buyer will then be refunded.

In exceptional circumstances, a claim form will be made available and Trustap will refund the cost of the delivery to the buyer. It is important to note that the buyer and the seller swap roles when a refund takes place.

REMEMBER: The former buyer (now the seller) must return the item via registered post or by courier so that an official tracking number is associated with the delivery. Failure to do this and input the tracking information (including the courier or delivery service used) within the time limit will result in the funds being paid out as normal. The former buyer (now the seller) must resend the item in question in the transaction and input the tracking information (including the courier or delivery service used) within 48 hours of lodging a complaint. To speed up the process, it is essential that this is done as soon as possible after lodging the complaint.

Please reach out to our Trustap Support team to receive any advice as to what to do in your particular scenario, by clicking on Contact Us through your profile.