Returns & Refunds

1. Who handles your return

For goods bought through a Sell storefront or Shake, the merchant or seller is the supplier and handles the return and refund. LEVIER provides the platform and the payment rails. This policy sets the minimum every merchant must honour.

For Count, Build and Transport subscriptions, you are contracting with LEVIER directly and we handle it — see section 7.

2. Cooling-off: 7 days, no reason needed

Section 44 of ECTA gives you the right to cancel most goods bought online within 7 days of delivery, without giving a reason and without penalty.

• The goods must be returned in their original condition and packaging, unused and complete.
• You will be refunded the full purchase price within 30 days of cancellation.
• You bear the direct cost of returning the goods, unless they were defective or incorrectly supplied.
• Notify the merchant in writing within the 7-day window, then send the goods back.

Some categories are excluded from cooling-off by law, including goods made to your specification or personalised, goods that deteriorate quickly, and unsealed software or media. See section 5.

3. Defective goods: 6-month right

Section 56 of the Consumer Protection Act gives you an implied warranty of quality. If goods turn out to be defective, unsafe, or not fit for their ordinary purpose within 6 months of delivery, you may choose — and the choice is yours, not the merchant’s — to have them:

• Repaired, or
• Replaced, or
• Refunded in full.

The merchant must cover the cost of collecting and returning defective goods. You cannot be charged a handling or restocking fee for a defective item.

If an item is repaired and the same defect recurs within 3 months of the repair, you are entitled to a replacement or a full refund.

4. Wrong or misdescribed items

If you receive the wrong item, or goods that materially differ from how they were described or shown, you may return them at the merchant’s cost for a full refund or the correct item. Report it within 7 business days of delivery with photographs.

This is particularly relevant on Shake, where used agricultural equipment is sold on condition descriptions. A seller must describe hours, condition, faults and missing parts accurately. Material misdescription entitles you to return the item.

5. What cannot be returned

Unless the item is defective, these are generally not returnable:

• Goods made to order, custom-built or personalised to your specification.
• Items unsealed after delivery where return is not suitable for health or hygiene reasons.
• Goods that have been installed, modified, welded, drilled or otherwise altered.
• Perishable goods, and goods with a short shelf life.
• Consumables that have been opened or partly used — lubricants, chemicals, filters.
• Gift cards and vouchers.
• Items sold explicitly as “as-is”, “for spares” or “non-runner”, where the defect was disclosed and reflected in the price.

An item being heavy or awkward to ship is not a valid reason to refuse a lawful return.

6. Condition of returned goods

Goods returned under the 7-day cooling-off right must be in a condition allowing resale: unused, undamaged, with all parts, manuals and accessories, in the original packaging where reasonably possible. A merchant may reduce a refund to reflect a genuine loss in value caused by handling beyond what was needed to inspect the item — but may not simply refuse the return. Any such reduction must be explained to you in writing.

7. Software subscriptions

For Count, Build, Transport and Sell subscriptions billed by LEVIER:

• You may cancel at any time. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• Monthly fees already paid are not refunded pro rata, except where required by law or where we have materially failed to provide the service.
• Annual plans may be cancelled within 14 days of first purchase for a full refund, provided usage has been nominal.
• If we materially breach our obligations and do not fix it within 30 days of your written notice, you may cancel and receive a pro-rata refund of prepaid fees.
• If we discontinue a product, we will refund prepaid fees for the unused period and give you a reasonable window to export your data.
• Fees for a period in which your account was suspended for breaching the Acceptable Use Policy are not refundable.

8. How to start a return

1. Contact the seller. Use the contact details on the storefront, listing, or in your order confirmation. Quote your order number.
2. Say what you want. Repair, replacement or refund — for defective goods within 6 months, the choice is yours.
3. Include evidence. Photographs of the fault, damage or wrong item, plus the packaging where relevant.
4. Wait for return instructions. Do not send goods back before the merchant has confirmed the address and method — freight items in particular need arranging.
5. Keep proof of return. Retain the tracking number or waybill until the refund lands.

9. Refund timing and method

• Refunds are made to the original payment method. We cannot refund a card other than the one used.
• The merchant must process the refund within 10 business days of receiving the returned goods or accepting the claim.
• Your bank or card issuer may take a further 3–10 business days to reflect it.
• The maximum period allowed by law for a cooling-off refund is 30 days from cancellation.
• Where you paid a delivery charge and the return is due to a defect, wrong item or late delivery, the delivery charge is refunded too.

10. If you cannot resolve it with the merchant

Deal with the merchant first. If they do not respond within 5 business days, or refuse a return you believe you are entitled to, email admin@levier.co.za with your order number and the correspondence so far.

We can escalate with the merchant, supply order and payment records, and — where a merchant repeatedly refuses lawful returns — suspend or remove them from the platform. We are not the seller and cannot refund you from our own funds, but where a payment is still held on the platform we will act to protect the buyer.

You also retain the right to refer a complaint to the National Consumer Commission or an accredited consumer ombud, and to pursue a chargeback with your bank.

11. Contact

Questions about this policy: admin@levier.co.za.