Effective Date: 31 August 2025
This Refund Policy outlines the conditions under which refunds, returns, or exchanges may be requested by users of the Onspecial mobile application and platform ("Platform"). This policy complies with the Consumer Protection Act, 68 of 2008 (“CPA”) and applies to all purchases made through Onspecial.
You may be eligible for a refund, replacement, or repair if:
The item delivered is defective, damaged, or expired upon arrival;
You received the wrong item;
The item does not match the description provided on the Platform;
The service (e.g., delivery) was not fulfilled due to our or the seller’s fault.
Refunds will be processed using the same payment method used at checkout. Refunds may take up to 7–10 business daysto reflect, depending on your bank.
Perishable items such as groceries, fresh produce, or prepared meals cannot be returned or refunded unless:
The item was spoiled, expired, or unsafe at the time of delivery;
You received the incorrect item;
The food was not delivered due to a fault on our part or that of the delivery partner.
To request a refund for food or perishable items:
Submit a request within 48 hours of delivery;
Provide clear photographic evidence of the issue;
Items must be unused and in their original packaging (where applicable).
Spoiled or tampered food due to delayed customer collection or incorrect delivery details provided by the user will not be eligible for a refund.
Non-perishable items (e.g., household goods, packaged items) may be returned for a refund or replacement within 7 daysof delivery if:
The product is defective or not as advertised;
You changed your mind (only if the product is unopened, unused, and in resaleable condition);
The incorrect product was delivered.
In such cases:
You must notify us via the Platform;
Return shipping may be required;
We reserve the right to inspect the returned product before approving a refund.
If you change your mind and request a return (where allowed under the CPA), the cost of return delivery may be deducted from your refund.
Refunds will not be granted in the following cases:
Perishable items that were delivered in good condition but later spoiled due to incorrect storage;
Orders where the user provided an incorrect address or contact details;
Delays caused by factors beyond our control (e.g., weather, traffic, or load shedding);
Items that have been used, opened, or damaged after delivery (unless defective).
Delivery fees are non-refundable once the order has been dispatched, unless:
The entire order was cancelled before dispatch;
The order could not be fulfilled due to a fault on our or the Retailer’s side.
To initiate a refund or return request:
Open the Onspecial app or website;
Go to “Orders” and select the relevant order;
Choose “Request Refund” and follow the prompts;
Upload any required evidence (e.g., images of the product).
Our support team will assess your request and notify you of the outcome within 2 business days.
If you are unhappy with the outcome of a refund request, you may escalate the matter to the Consumer Goods and Services Ombud (CGSO) in accordance with South African consumer law.
This Refund Policy forms part of our Terms and Conditions. Continued use of the Platform implies acceptance of this policy.
