Moms List Money Back Guarantee

Most Moms List sales go smoothly, but if there's a problem with a purchase, the Moms List Money Back Guarantee ensures that buyers receive the item they ordered or get their money back.

Buyers can use the Moms List Money Back Guarantee when:

  • They don't receive an item
  • They receive an item that doesn't match the listing description

Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help.


What's covered?

Most transactions on www.momslist.co.za are covered by the Moms List Money Back Guarantee.

Covered

Purchases are covered by the Moms List Money Back Guarantee when all of the following are true:

  • An item isn't received or it isn't as described in the listing.
  • A buyer reports that they didn't receive an item or requests a return within the Moms List Money Back Guarantee timelines.
  • The buyer made the purchase on momslist.co.za via checkout or an Moms List invoice with one of the following payment methods:
    1. PayPal
    2. PayPal Credit
    3. Credit card or debit card
  • The item was paid for in a single payment (including payments with PayPal Credit).

Not Covered
  • Buyer's remorse or any reason other than not receiving an item or receiving an item that isn't as described in the listing (see the seller's return policy for return options).
  • Items damaged during pick-up or shipping or not delivered when the buyer arranges pick-up or shipping of the item (for instance, the buyer arranges freight).
  • Duplicate claims through other resolution methods.
  • Items shipped to another address after original delivery.

When a buyer doesn't receive an item

If a buyer doesn't receive an item, the buyer needs to report that they didn't receive the item by contacting the seller from the moms list automated e-mailer sent to the buyer. The seller should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund.

If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask us to step in and help.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer's address. We require proof of signature to confirm delivery for items with a total cost of R500 or more.

If we determine that the item wasn't successfully delivered, we refund the full cost of the item and original shipping via PayPal or directly into the buyer’s bank account. The seller is required to reimburse us for the amount. Learn more about reimbursement.

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the Moms List Money Back Guarantee.

Exceptions:

  • The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
  • The buyer accepted and opened the package only to determine that it was an empty box
  • The item arrived COD because it didn't have enough postage on it

The buyer is responsible for paying any customs and duty fees for international shipping.

Exception:

  • The seller overstated the value of the item, which caused customs fees to be higher


When an item doesn't match the listing description

If a buyer receives an item that doesn't match the listing description, the buyer needs to request a return from Moms List contact us. The seller should address the buyer's concern and offer a solution, such as accepting a return, offering a replacement or refund. 

If the buyer doesn't receive a response or solution, or returns the item but doesn't receive a refund or replacement from the seller, the buyer can ask us to step in and help.

If asked to step in and help, we review the item description, photos of the item, if provided by the buyer or seller, and any other information about the item that the buyer and seller provide. If we can't determine that the item matches the listing description, if the seller has already offered a return, or the seller's stated return window and policy applies, we may ask the buyer to return the item to the seller.

When an item is returned to the seller

  • The buyer must return the item in the same condition in which it was received.
  • The seller is required to accept the return at the same location specified in the listing.
  • The cost of return shipping is the seller's responsibility. For return of items with a total cost of R500 or more, we require signature confirmation.
  • The seller pays for any customs charges on the returned item.

Either we generate a return shipping label or the seller can provide a label. We add the cost of a Moms List-generated label to the seller's monthly Moms List invoice.

When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by Moms List for the cost of the label.

After confirming that the item was returned to the seller, we refund the full cost of the item and original shipping via PayPal. We require the seller to reimburse us for the amount. When the buyer arranges shipping or picks up the item, we may not refund the cost of original shipping or pickup.

If the seller chooses to offer the buyer an untracked returns label, the buyer will not be required to provide proof of delivery of the return if Moms List is asked to step in and help. The seller will be responsible for the reimbursement amount. Find out more about reimbursement.

When an item isn't returned to the seller
In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:

  • The seller chooses not to accept a return request or provide a return shipping label.
  • The item location was misrepresented.
  • It's hazardous to ship back the item.
  • The item no longer has a value (for instance, a ticket for a cancelled event)
Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item the buyer received. When given a partial refund, the buyer isn't asked to return the item to the seller. We may require the seller to reimburse us for the partial refund.

Counterfeit items
If a buyer suspects that an item is counterfeit, and there are strong indicators that the item is counterfeit, we don't require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller reimburses us for the refund. The buyer may not sell the item on Moms List or elsewhere.


Moms List Money Back Guarantee timelines

Item not received

  • A buyer can report in ‘contact us’ that they didn't receive an item once the item's latest estimated delivery date has passed, and for 30 days after the latest estimated delivery date.
  • The seller has 3 business days from the report to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
  • If the buyer doesn't ask us to step in and help within 30 days of reporting that they didn't receive an item, the request closes automatically.

Item not as described

  • A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.
  • The seller has 3 business days from the request to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
  • The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return. If a seller offered a replacement and the buyer has not shipped the original item back within 30 days of the buyer starting the return, we charge the buyer for the replacement.
  • If the seller offers a refund and doesn't issue it within 6 business days of the item's delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.
  • If the seller offers a replacement and doesn't ship the replacement within 5 business days of the buyer starting the return, the buyer can ask us to step in and help for a period of 14 business days after the replacement deadline has passed or the day the original item was returned to the seller, whichever is later.
  • If the buyer doesn't ask us to step in and help within 30 days of starting a request for a return (or the timelines described if a refund or replacement isn't received), the request closes automatically.