1. Scope
This policy explains when and how you may cancel an order, return goods or request a refund. It applies alongside the Membership Agreement and the Shipping and Delivery Policy.
2. Order cancellation before dispatch
You may request to cancel an order before it has been dispatched. If dispatch has not yet begun, we will cancel the order and refund amounts paid using the original payment method.
3. Incorrect items
If you receive an item that is different from what you ordered, contact us promptly and we will arrange a correction, replacement or refund.
4. Damaged items
If an item arrives damaged, report it promptly with photographs and packaging evidence so we can resolve it.
5. Defective or unsafe goods
You are entitled to the remedies available under applicable South African consumer law for goods that are defective or unsafe.
6. Goods that do not match their description
If goods materially do not match their description, you may be entitled to a remedy in accordance with applicable law.
7. Change-of-mind requests, where applicable
Where a change-of-mind return is available, it applies subject to the condition of the goods and the exclusions below. Some products cannot be returned for change of mind for health and safety reasons.
8. Sealed, consumable, perishable, hygiene-sensitive or opened products
For health, safety and hygiene reasons, sealed consumable, perishable or hygiene-sensitive products that have been opened or where the seal is broken may not be eligible for change-of-mind return, except where a remedy is required by law.
9. Electronic and promotional items
Electronic vouchers, promotional items and similar goods may be subject to specific return conditions, which will be made clear where they apply.
10. Membership/service fees
Membership contributions and service fees are handled in accordance with the Membership Agreement and the terms presented at the point of payment.
12. Evidence and proof of purchase
We may ask for proof of purchase and supporting evidence, such as your order number and photographs, to assess a return or refund request.
13. Inspection
Returned goods may be inspected to confirm the reason for the return before a remedy is provided.
14. Refund method and processing period
Approved refunds are made to the original payment method. Processing times may vary depending on your payment provider.
15. Delivery charges
Where a return results from our error or from defective, unsafe or incorrectly described goods, we will cover reasonable return costs as required by law.
16. Abuse and fraudulent claims
We may decline requests that are fraudulent or that abuse this policy, and may take further action where appropriate.
17. Consumer rights not excluded
Nothing in this policy limits any right or remedy available to a consumer under applicable South African law.
18. Contact and complaints
To request a return, refund or cancellation, or to raise a complaint, contact us using the details on the Legal Contact page.
This document should be read together with the other Green Cart legal and membership documents.
Green Cart — Legal Entity
- Trading name
- Green Cart
- Registered legal name
- [DETAIL TO BE CONFIRMED]
- Registration number
- [DETAIL TO BE CONFIRMED]
- CTAA certificate
- CTAA-PC-2025-2297
- Country
- South Africa