Returns & Refunds

1.1This policy applies to purchases made on the YIIVA platform, operated by Khaziimla Technology (Pty) Ltd (registration number 2026/314534/07). YIIVA is a marketplace: your order is fulfilled by the brand you buy from, and this policy sets the platform-wide baseline every brand on YIIVA honours.

1.2In short: you can cancel an order before it is dispatched, return a delivered order within 30 days, and refunds go back to your original payment method.

2.1You can cancel an order in the app at any time before the brand hands it to the courier. Open your order and choose “Cancel” — if the option is shown, the order is still cancellable.

2.2Cancelled orders that were already paid are refunded in full — including delivery — to your original payment method.

2.3Once an order is with the courier it can no longer be cancelled, but you can still return it after delivery under section 3.

3.1You may request a return for up to 30 days after delivery. The window is measured from the day the courier confirms delivery of your parcel.

3.2To be eligible, items should be unused and in their original condition and packaging, with any tags attached. Items that are faulty, damaged in transit, or not what you ordered are always eligible.

3.3Individual brands may offer more generous terms on their own products, but never less than this 30-day baseline.

4.1In the app, open the order under “My purchases”, choose “Request a return”, select a reason and add any details or photos that help the brand understand the problem.

4.2You’ll see the status of your request on the order screen from the moment you submit it.

5.1The brand reviews your request and either approves it or declines it with a reason. Most requests are answered within a few business days.

5.2If approved, you send the item back as arranged with the brand. Once the brand confirms the parcel has arrived and checked out, your refund is processed.

5.3If a brand declines a request you believe is legitimate, contact YIIVA support (section 7) — we review it independently.

6.1Refunds are processed through Paystack, our payment provider, to the payment method you paid with. We do not refund to a different card or account.

6.2Once processed on our side, the refund typically reflects within a few business days, depending on your bank.

6.3Refunds can be full or partial (for example, when only one item from a larger order is returned).

7.1Every order on YIIVA has built-in messaging with the brand — most issues are resolved fastest there.

7.2If a problem isn’t resolved, YIIVA support steps in. We can review the full order record — payment, courier tracking and delivery confirmation — and where a refund is due, we can process it directly, without needing the brand’s cooperation.

8.1Nothing in this policy limits your rights under South African consumer protection law, including the Consumer Protection Act 68 of 2008. Where the law gives you greater rights than this policy — for example in respect of defective goods — those rights apply.

9.1Email us at support@yiiva.co.za with your order number and we’ll take it from there.