1. Marketplace products are identified by the indicator "AVAILABLE ONLINE ONLY" and "NOT AVAILABLE INSTORE - This is a Third Party Product and is not available instore"
2. Each Marketplace seller has a unique returns policy. For the returns policy of Marketplace products, please refer to the seller's page for Terms and Conditions of returns.
3. If a refund is required on a Marketplace product, the refund will be processed by the Marketplace seller/third-party supplier once they have received the product and have inspected the product.
4. Tengani Manje stores do not process returns and refunds for Marketplace products. Marketplace products cannot be returned to Tengani Manje stores.

11.2 The following Products cannot be returned:

1. items that have been customised according to your specifications;
2. items that are clearly personalised;
3. items damaged by lightning or any other act of nature;
4. items purposefully damaged or not used in terms of the Product’s user manual; and
5. items that are likely to deteriorate or expire rapidly.
6. Plants, trees, flowers.

11.3 Products that are not defective (ie “change of mind”) may be returned to us at your cost within six months from the date of purchase for a refund or an exchange provided that:

1. you have the original proof of purchase;
2. the Product is unused;
3. the Product is in its original packaging;
4. the Product is in a saleable condition; and
5. we reserve the right to charge you a restocking fee in the event that the packaging has been damaged.

11.4 In the unlikely event that the Product you purchase is defective you may return the Product within six months of the date of purchase:

1. If you return a defective Product that meets these requirements, we will gladly replace, refund or repair the Product at your choice.
2. We reserve the right to send Products for technical evaluation prior to replacing, refunding or repairing such Products.

11.5 If you purchase the Products online, in terms of section 44 of the ECT Act you are entitled to cancel, without any reason and without any penalty, the purchase of any products within 7 days after receiving the products for a full refund. You will be responsible to pay for the cost of returning the products.

11.6 In the event of a refund, such refund will be processed as per the original method of payment within 10 business days, except for cash amounts over K500 which will be refunded by EFT or by issuing you with a Tengani Manje voucher for safety reasons. An EFT refund can take up to seven business days before it reflects in your account. If you paid via an EFT, we may request verification of your bank account details.

11.7 In the event of a Product return, we may request your personal information, as well as the reasons for the return. The collection and processing of your personal information will be done in accordance with our Privacy Policy.

11.8 How to return goods:

1. Return to store:
   • You can return any item in good condition at your nearest Tengani Manje store, regardless of the initially chosen delivery option. Stores return only items in perfect condition. If your item is broken or defective, please contact Customer Care Centre which is responsible for organizing the return of your item.
   • The Store may elect to refer you to Customer Care Centre to assist you with your return.
2. Online returns:
   • Please contact the Customer Care Centre to return an item.
   • If the Product you are returning is defective or broken, please provide us with pictures of the damage and attach them to the contact form that will be provided to you by the Customer Care Centre.
   • In the case of a Product that is heavy and/or bulky, once the application has been registered by the Customer Care Centre, you will be contacted within a period of three business days to arrange collection of the package. An email will be sent to you to confirm receipt of the item returned by our services.