Refunds & Returns Policy

Mapostola Online

Last updated: 13 April 2026

1. Overview

Mapostola Online is a multi-vendor marketplace that connects customers with independent sellers offering a wide range of products. While each seller is responsible for fulfilling orders, Mapostola Online is committed to ensuring a fair, transparent, and reliable returns and refunds experience for all customers.

This policy is designed in line with best practices in South African eCommerce and the principles of the Consumer Protection Act (CPA).

2. Eligibility for Returns & Refunds

You may request a return or refund under the following circumstances:

2.1 Damaged, Defective, or Incorrect Items

You are eligible for a return, replacement, or refund if:

• The item arrives damaged or broken

• The item is defective or not functioning as intended

• You received the wrong item

• Parts or accessories are missing

2.2 Item Not as Described

You may request a return if:

• The product differs significantly from its description or images

• The incorrect size, colour, or specification was delivered

2.3 Delivery Issues

Returns or refunds may be considered if:

• Your order was not delivered within the expected timeframe

• The parcel was lost in transit

• The order was delivered to the wrong address

2.4 Change of Mind

Returns due to change of mind are subject to seller approval and the following conditions:

• The request is made within 7 days of delivery

• The item is unused, in original condition, and in its original packaging

• All tags, manuals, and accessories are included

Shipping costs for change-of-mind returns may be the responsibility of the customer.

3. Non-Returnable Items

The following items are generally not eligible for return or refund:

• Custom-made or personalised products

• Digital products or services once accessed or delivered

• Items that have been used, altered, or damaged after delivery

• Products missing original packaging or accessories

• Hygiene-sensitive items (where applicable)

4. Return Process

To initiate a return:

1. Log into your Mapostola Online account

2. Navigate to My Orders

3. Select the order and click Request Return/Refund

4. Provide a reason and upload supporting images (if applicable)

Alternatively, you may contact the seller directly via the platform.

5. Seller Review & Resolution

• Sellers are required to respond to return requests within 2–3 business days

• Once approved, instructions for returning the item will be provided

• In case of disputes, Mapostola Online may intervene to facilitate a fair resolution

6. Refunds

6.1 Refund Methods

Approved refunds will be processed via:

• The original payment method, or

• Store credit (where applicable)

6.2 Refund Timeframes

• Refunds are processed within 5–10 business days after the returned item is received and inspected

• Processing times may vary depending on your bank or payment provider

7. Return Shipping Costs

• If the return is due to a seller error (e.g. defective, incorrect item), the seller is responsible for return shipping costs

• If the return is due to change of mind, the customer may be responsible for return shipping costs

8. Exchanges

Exchanges are subject to product availability and seller discretion. In some cases, a refund may be issued instead.

9. Dispute Resolution

If you are unable to resolve an issue with a seller:

• Contact Mapostola Online support via the Contact Us page

• Our team will review the case and assist in reaching a fair outcome

10. Important Notes

• All return requests must be submitted within 7 days of delivery, unless otherwise stated

• Items must be returned in their original condition

• Failure to meet return conditions may result in rejection of the request

11. Contact Us

For assistance, please contact us via the Contact Us page on Mapostola Online.
Please note that Mapostola Online currently operates as an online platform and does not yet have physical premises.

Mapostola Online – Connecting buyers and sellers with confidence.