10.1 If the User has a complaint about the service of Locals Prime (Pty) Ltd, please contact us at firstname.lastname@example.org and submit your name and contact details, and briefly describe the content of the complaint. Locals Prime (Pty) Ltd will respond to the complaint as soon as possible, but not later than within 5 working days.
10.2 If the goods differ significantly from the description given in the sales ad or the photo of the product and the Buyer therefore wishes to return the goods to the Seller, the following must be done:
10.2.1 The Buyer must send a message to the Seller, indicating their wish to return the goods, via the Portal within 48 hours of receipt of the goods, and agree on the place and way of returning the goods. There is no right of return if it is prohibited by South African law for a particular type of good or service.
10.2.2 The right of return cannot be executed if the Buyer has received the goods and confirmed their satisfaction with the goods on the Portal or if more than 48 hours have passed from the receipt of the goods.
10.2.3 The Buyer undertakes to return the goods in the same condition.
10.2.4 The money will remain in the account of Locals Prime (Pty) Ltd until the goods are returned to the Seller. The cost of returning the goods is borne by the Buyer, unless the Seller and the Buyer agree upon otherwise.
10.2.5 To confirm the return of the goods, the Seller must, after they have received the goods from the Buyer, click on the ‘Cancel order’ button on the Portal for the specific sales order. In this case, Locals Prime (Pty) Ltd will return the money to the Buyer.
10.3 In the event of unresolvable disputes between the Buyer and the Seller, Locals Prime (Pty) Ltd may assist in resolving the disputes as follows:
10.3.1 To resolve disputes between the Buyer and Seller, it is possible to turn to Locals Prime (Pty) Ltd 21 days after submission of the purchase order at email@example.com.
10.3.2 To resolve the dispute between the Seller and the Buyer, Locals Prime (Pty) Ltd has the right to request additional information from both parties and to use the information on the Portal about the communication between the Buyer and the Seller, including the content of the messages sent on the Portal.
10.3.3 To resolve the disputes as quickly as possible, the Buyer and Seller undertake to actively cooperate and respond to inquiries made by Locals Prime (Pty) Ltd within 48 hours. If one of the parties to the dispute does not cooperate and does not respond to the submitted requests within 48 hours, Locals Prime(Pty) Ltd has the right to make a decision in favour of the other party to the dispute.
10.3.4 If the Buyer submits a claim for the purchased goods, the Seller must be ready to prove the shipping of the goods by presenting a document (such as a waybill/proof of shipment) certifying the operation of the selected mode of transport or prove the shipping of the item in another verifiable way. If the Seller fails to prove the shipping of the goods, Locals Prime (Pty) Ltd may settle the claim in favour of the other party.
10.3.5 If the Buyer claims that the goods are not in conformity with the description in the sales ad and the Buyer and the Seller do not reach an agreement on the return of the goods, Locals Prime (Pty) Ltd will decide, based on the available information, in whose favour the claim is settled.
10.3.6 The decisions to settle a claim may, depending on the willingness of the parties to settle the claim promptly, include:
10.3.6.1 The claim is settled in favour of the Buyer and the money is returned to the Buyer’s account within 7 days of making the respective decision; the prerequisite of the decision is the return of the goods to the Seller and the Seller’s confirmation of receipt of the goods at firstname.lastname@example.org.
10.3.6.2 The claim is settled in favour of the Seller and the money is transferred to the Seller’s account within 7 days of making the respective decision; the Buyer keeps the goods of the claim.
10.3.6.3 The claim cannot be resolved regardless of the efforts of Locals Prime (Pty) Ltd. In this case, the money will remain in the account of Locals Prime (Pty) Ltd until the Buyer and the Seller confirm that they have reached an agreement at email@example.com. If, within 30 days, the Buyer and Seller have not reached an agreement and the respective confirmation is not sent to firstname.lastname@example.org, Locals Prime (Pty) Ltd will decide, based on the available information, the amount of money returned to the Buyer and/or Seller or whether the money will remain in the account of Locals Prime (Pty) Ltd.
10.3.6.4 If an agreement is not reached in any of the ways listed above, the User has the right to turn to the National Consumer Commission http://www.thencc.gov.za/ when buying goods or services from an economic or professional trader. If the private Seller operates outside the economic and professional field, the Users can turn to the court to resolve the dispute.
10.4 After resolving disagreements between Buyer and Seller, Locals Prime (Pty) Ltd has the right to close the User account, inter alia, if:
10.4.1 The User has not fully cooperated with the complaint process and has not shown willingness to contribute to the resolution of the claim;
10.4.2 It becomes evident that the Seller has confirmed the shipping of the goods but has not actually shipped the goods to the Buyer;
10.4.3 The Buyer has not paid for the goods/services to be purchased despite the conclusion of the purchase agreement;
10.4.4 The User has filed an unsubstantiated claim against another User or provided false information;
10.4.5 There are repeated complaints about the Seller’s goods.
10.4.6 There is a suspicion of recurrently selling goods that do not correspond to the description and a suspicion of deliberate fraud.