Buyer Protection

Buyer Protection is an operational protection programme that applies to eligible purchases made through approved ReDrip payment channels. It is not insurance. It supports eligible refunds and dispute handling when a qualifying problem occurs.

A Buyer Protection fee is added to every purchase and is calculated as 6% of the item price plus the delivery fee, plus a fixed R9.90. There is no maximum cap. The fee is shown clearly at checkout before payment.

Buyer Protection applies only to purchases paid for through approved ReDrip payment channels and reported through the platform within the applicable window.

Payments made outside approved ReDrip payment channels (for example direct EFT, cash or crypto to the seller) are not covered by Buyer Protection.

The following may qualify for protection, subject to evidence and review:

• item not received
• item materially not as described
• wrong item received
• material undisclosed damage
• counterfeit concerns
• other approved protection scenarios

The following ordinarily do not qualify on their own, unless the law requires otherwise or additional qualifying facts apply:

• buyer changes their mind (buyer's remorse)
• accurately disclosed wear or condition
• incorrect size where the listing accurately stated the size
• off-platform transactions
• failure to report within the required protection window, unless law requires otherwise

Eligible issues must be reported within 48 hours of delivery confirmation. This 48-hour window is the currently implemented reporting deadline. Where the law requires a different period, that period will be respected.

You may be asked to provide evidence, which may include:

• photographs of the item and packaging
• messages with the seller
• tracking information
• proof of condition
• authenticity evidence

The seller may be given an opportunity to respond and provide their own evidence.

ReDrip aims to begin reviewing properly submitted disputes within 2 business days. Complex matters may take longer. ReDrip does not guarantee completion within 2 business days.

Seller proceeds may remain pending or be placed on hold while an eligible dispute is reviewed.

Outcomes may include:

• resolution in the seller's favour
• resolution in the buyer's favour
• a partial or component-based resolution where supported
• a request for additional information
• no protection where the requirements are not met

Approved refunds may include relevant transaction components (for example the item price, the Buyer Protection fee and the delivery fee) depending on the circumstances. Once ReDrip has successfully submitted an approved refund, the time taken for the funds to appear may depend on Paystack, your bank or payment provider.

Before a courier booking is made, the delivery fee may be refundable in qualifying scenarios. After a courier has been booked, the delivery component may require review because a fulfilment cost may already have been incurred.

The Buyer Protection fee is not universally non-refundable. It may be included in qualifying refunds according to ReDrip policy and the circumstances of the case.

ReDrip does not provide a universal return entitlement. Returns are handled where an eligible problem is established under this policy and the Terms.

Submitting false or misleading protection claims is prohibited and may result in claim denial, account restriction or termination.

Payment chargebacks may be handled through the payment provider or bank. Users must not abuse chargeback procedures, and duplicate recovery is prohibited. These processes are subject to applicable law.

Buyer Protection does not apply to payments made outside approved ReDrip payment channels.

Nothing in this Buyer Protection Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under applicable South African law.