Refund Policy

Refunds are assessed against product condition, order status, delivery or collection confirmation (including OTP handover evidence), and the reason for the request.

Because products are sold by independent suppliers, outcomes may depend on the supplier's fulfilment role and the facts of each order. Approved refunds are processed back through the original Paystack payment method where the provider allows it.

Inspect goods promptly on delivery or collection. Damaged, incorrect, missing, or defective goods should be reported to support@toshza.co.za within seven (7) days of handover confirmation, unless a longer period is required by law or stated on the listing.

Change-of-mind returns are not guaranteed and remain at the supplier's discretion, subject to product condition, packaging, and category exclusions.

Photograph outer packaging, inner packaging, and the damaged item before discarding packaging where practical. Contact support with your order number, description, and photos.

Remedies may include replacement, partial refund, full refund, or another fair commercial resolution depending on severity, stock, and responsibility for the damage.

If you receive the wrong item, variant, or size, keep it unused and report it within the reporting window with photographs.

TOSHZA will coordinate with the supplier to recover the incorrect goods where needed and to provide the correct item or a refund.

Report shortfalls promptly and identify which line items were not received. TOSHZA will check packing records, OTP confirmation, and fulfilment notes.

Confirmed missing items may be re-dispatched, partially refunded, or cancelled and refunded for the affected portion.

Goods that are defective, unsafe, or not of reasonably acceptable quality may be eligible for repair, replacement, or refund under applicable South African consumer law.

Normal wear and tear, misuse, accidental damage after delivery, or failure to follow care instructions do not ordinarily qualify as defects for refund purposes.

Unless defective, incorrectly supplied, or required by law, the following are ordinarily non-returnable: perishables, opened personal-care or hygiene products, custom-made goods, and digital goods once delivered or redeemed.

Items damaged by misuse after delivery are not eligible for refund.

Straightforward damaged, incorrect, or missing-item cases are often assessed within a few business days once evidence and supplier responses are available. Complex disputes may take longer.

When a refund is approved, TOSHZA initiates reversal through Paystack to the original method. Bank or Instant EFT reflection times are outside TOSHZA's direct control.

Payments are processed through Paystack. TOSHZA does not store full card numbers. Approved refunds are admin-operated reversals to the original method where supported.

If the original method cannot receive a reversal, an alternative lawful refund method may be arranged after identity and order verification. Partial refunds may apply for partial damage or missing items.

Contact support@toshza.co.za before raising a chargeback so we can investigate and reverse the payment where appropriate.

Chargeback abuse — including seeking a platform refund and a bank chargeback for the same transaction without good cause — is prohibited and may lead to account suspension.

Email support@toshza.co.za with your order number, account email or phone, a clear description of the issue, and photographs where relevant.

Full Refund, Returns and Exchange Policy text is also published in the Legal Documents package on toshza.co.za.