Returns policy
Summary of our Terms and Conditions, October 2026
You have 7 days to return
After delivery you have 7 calendar days to inspect your order and return it, for any reason. If you added Inspection Cover at checkout, you have 14 calendar days.
Your payment stays in escrow during this time. When the window closes without a return, the order is complete and the seller is paid.
Send the item back complete, with its accessories and packaging, and in the condition you received it. Items made to your specifications, and audio, video or software you have unsealed, can't be returned for a change of mind.
What gets refunded
- Didn't arrive: the price of the missing items. If the whole order never came, delivery and Inspection Cover too.
- Faulty, damaged, not as described or the wrong item: the price of the items, and the return is free. Send back the whole order and you also get delivery and Inspection Cover back.
- Changed your mind: the price of the items, minus the cost of sending them back. Delivery and Inspection Cover aren't refunded, because they were provided.
Refunds go into your Thesouthmart wallet within 30 days of your return request. Spend it on Thesouthmart, or ask us to pay it into your bank account at no charge.
How to return something
- Open a return from the order in your orders, within your window, and tell us why.
- Drop the item at the locker point we give you, within the time shown. We book the return for you.
- The seller has 3 calendar days to collect and check the returned item.
- If the seller doesn't raise a damage claim in that time, your refund is processed automatically.
If the seller says the item came back damaged
The seller can file a damage claim within their 3-day check. Your refund and the seller's payment are then held while our team reviews the evidence from both sides. This doesn't affect your right to complain to the National Consumer Commission or the Consumer Goods and Services Ombud.
Found a fault later?
If you bought from a business seller, the Consumer Protection Act lets you return defective goods within six months of delivery. Contact us and we'll take it up with the seller for you.
If the seller doesn't ship
Sellers must accept an order within 3 calendar days and drop it at the courier within 2 days after that. If they don't, the order is cancelled automatically and you get a full refund.
Need help?
Email [email protected] or use our contact form.