Refunds and dispute outcomes

When a refund may be approved

• The item was not received.
• The item is materially different from the approved listing.
• The seller misrepresented important information.
• The item has a serious undisclosed defect.
• The transaction cannot proceed after payment for reasons outside the buyer’s control.
• ReHome approves the refund after reviewing the dispute.

When a refund may not automatically apply

• The issue was disclosed in the listing.
• The item shows normal wear and tear expected from a pre-owned item.
• The buyer changed their mind.
• The buyer paid the seller outside ReHome.
• The buyer failed to open a dispute within the inspection window.
• The buyer caused the damage after receiving the item.
• The buyer cannot provide reasonable evidence.

Refund processing

For PayFast payments, refunds may require manual review and may not be instant.

For manual EFT payments, refunds are processed by ReHome after verification of payment, banking details, and the admin decision.

Refund timing may depend on banks, payment providers, verification checks, and dispute review.

Conditions before refund completion

Where a refund is approved, ReHome may require return of the item, cancellation of handover, additional evidence, or other reasonable steps before refund completion.

ReHome may deduct or withhold amounts where allowed by the transaction circumstances, including delivery costs, failed collection costs, chargeback costs, or other direct costs, if these were caused by the buyer’s conduct or agreed transaction terms.

Refund status

A refund record showing “processing” means ReHome has approved or started the refund process, but the money may not yet have reached the buyer’s account.