Returns & refunds

At a glance

1. Class A — Supplier Ready (China supplier warehouse)

Class A items are ready stock held in our suppliers' warehouses in China (not local SA stock). They ship to you as a landed import at an all-in price, typically arriving in 25–45 days — faster than made-to-order Class B because no production wait is involved.

You can return Class A items within 14 days of delivery for any reason:

• Product must be unused, in original packaging, with all accessories
• Open a return from your dashboard — returns come back to our SA receiving hub, and we email the return instructions
• Once received and inspected, refund is processed in 3 business days
• Refunds go back to the original payment method (card: 5–10 days to reflect, EFT: 1–2 days)

Who pays return shipping?

• We do — if the product was faulty, damaged or incorrectly shipped
• You do — for change-of-mind returns (typically R 65–R 165 via Aramex/Pudo to our SA hub)

2. Class B — Direct Import (China)

Class B orders are protected by BestDealz Trade Assurance:

• Defects, broken items, missing parts — full refund or replacement
• Wrong item shipped — full refund or correct item dispatched at our cost
• Non-conforming product (specs don't match listing) — full refund
• Late delivery — automatic credit if we miss SLA by > 7 days

Not covered

• Change of mind on bulk imported orders (production-to-order)
• Damage caused after delivery acceptance
• Products customised to your specification (unless defective)

How to claim

Open a Trade Assurance dispute from your dashboard within 14 days of delivery. Attach photos/videos of the issue. We respond within 2 business days and either:

• Approve and refund/replace immediately, or
• Mediate with the supplier to resolve in 5–10 business days

3. Class C — SA Drop-Ship

Class C returns follow the supplier's policy (usually 14 days), but are backed by our escrow guarantee:

• If the supplier won't accept a valid return, we refund you and pursue the supplier ourselves
• Open the return from your dashboard — we coordinate with the supplier
• Most Class C returns resolve in 7 business days

4. The refund process

1. You request: open the return from your order page, choose a reason, upload photos if applicable
2. We review: our team checks the request within 1 business day
3. Return shipping: we email a prepaid label (or arrange courier pickup)
4. We inspect: warehouse confirms the item is as described within 1 business day of arrival
5. Refund issued: processed within 3 business days of inspection
6. You receive: card refunds take 5–10 days, EFT 1–2 days

5. What we can't return

• Perishable goods (food, plants)
• Hygiene items used (underwear, swimwear, opened cosmetics)
• Digital downloads after activation
• Custom-printed or made-to-order items (unless defective)
• Gift cards

6. Warranty claims

Many products carry a manufacturer warranty (typically 6–24 months). For warranty issues after the 14-day return window:

• Class A: our SA team manages the claim; replacement units or parts are sourced from the China supplier, so cross-border replacement can take 3–6 weeks
• Class B: BestDealz mediates with the factory; cross-border warranty replacement may take 4–8 weeks
• Class C: refer to the supplier's warranty terms shown on the product page

The South African Consumer Protection Act overrides any of the above where applicable.

7. Damaged or missing parcels

If your parcel arrives visibly damaged, refuse delivery and the courier will return it to us — full refund automatic. If you only discover damage on opening, photograph it and open a return within 48 hours.

If a parcel is marked delivered but you didn't receive it, contact us within 7 days. We file a courier investigation and refund or reship.

8. Your Consumer Protection Act rights

Nothing in this policy limits your rights under the South African Consumer Protection Act (CPA), including the 6-month implied warranty on all goods, the right to safe goods of acceptable quality, and the right to choose between refund, replacement or repair for defective items.