Gotorex Buyer Protection Policy
Effective Date: 21 August 2026
Last Updated: 21 August 2026
This Buyer Protection Policy applies to purchases made through www.gotorex.com, an international multi-seller marketplace operated from South Africa.
Gotorex Business Address:
<span style="color:red">[INSERT FULL REGISTERED BUSINESS ADDRESS, SOUTH AFRICA]</span>
Buyer Protection & Support: admin@gotorex.com
Gotorex provides a marketplace process intended to help customers address eligible problems with purchases. Buyer Protection does not replace or limit any consumer rights that cannot legally be excluded.
1. What Buyer Protection Covers
Subject to applicable law and the conditions of this Policy, customers may contact Gotorex regarding orders where:
- The product arrives damaged;
- The product is materially defective;
- The wrong product was received;
- The product materially differs from its listing;
- The order does not arrive within the applicable delivery period; or
- Another significant problem exists with the transaction.
Eligibility may depend on the product, seller, destination, evidence and circumstances of the order.
2. Contacting Gotorex
Customers must contact:
as soon as reasonably possible after discovering a problem.
The customer should provide:
- Order number;
- Product information;
- Seller information, where available;
- Description of the problem;
- Photographs or video where relevant;
- Packaging/shipping information where relevant; and
- Other reasonable evidence requested by Gotorex.
Providing sufficient evidence can help Gotorex investigate the claim.
3. Inspection & Investigation
Gotorex may investigate eligible claims with the customer, seller, supplier, manufacturer or carrier.
Depending on the circumstances, Gotorex may request:
- Photographs;
- Video;
- Product information;
- Shipping documentation;
- Return of the product;
- Additional evidence; or
- Other reasonable information.
The inspection and investigation period will depend on the circumstances, product, seller, shipping method and evidence available.
Gotorex may make a determination after reviewing the available information.
4. Available Remedies
Where a claim is approved, the available remedy may include, where appropriate and permitted by applicable law:
- Refund;
- Replacement;
- Repair;
- Return; or
- Another appropriate resolution.
The remedy will depend on the circumstances and applicable legal requirements.
A customer is not automatically entitled to a refund merely because a claim has been submitted.
5. Damaged or Defective Products
Customers receiving a damaged or defective product should contact admin@gotorex.com and provide reasonable proof.
Customers should retain the product, packaging and relevant shipping materials until Gotorex provides further instructions where a claim is being investigated.
Gotorex may inspect the evidence and, where appropriate, require the product to be returned for inspection.
6. Incorrect or Materially Misdescribed Products
If the customer receives a product that is materially different from the product ordered or materially misrepresented in the listing, the customer should contact admin@gotorex.com with supporting evidence.
Gotorex may compare the received product with the applicable listing and order information before determining the appropriate resolution.
7. Non-Delivery
Customers should contact Gotorex if an order has not arrived within the applicable estimated or promised delivery period.
Gotorex may investigate the shipment with the seller or carrier.
Delivery estimates may vary because Gotorex operates a multi-seller marketplace.
Some products may be delivered as quickly as 1–3 business days in countries such as the United States, while other products may require substantially longer depending on the seller, warehouse, destination, customs and carrier.
8. Returns, Refunds & Cancellations
Returns, refunds and cancellations are governed by the Gotorex Refund, Return & Cancellation Policy, together with mandatory consumer laws applicable to the transaction.
Customers requesting a return, refund or cancellation should email:
Gotorex may require reasonable evidence and may inspect the circumstances before determining eligibility where permitted by law.
The time required to complete the inspection and resolution process may vary.
Gotorex will not use this Policy to remove or restrict a consumer right that applicable law requires to remain available.
9. Customer Responsibilities
Customers should:
- Provide accurate delivery information;
- Inspect products reasonably promptly after delivery;
- Keep relevant evidence of problems;
- Follow reasonable return instructions;
- Avoid intentionally damaging products;
- Provide truthful information; and
- Cooperate reasonably with investigations.
Fraudulent or intentionally misleading claims may result in account restrictions or other action where permitted by law.
10. Seller Responsibility
Sellers remain responsible for their products, listings, fulfilment and obligations imposed on them by applicable law and their agreement with Gotorex.
Buyer Protection does not transfer all seller obligations to Gotorex.
Gotorex may seek information or cooperation from sellers when investigating customer complaints.
11. Product Safety
If a customer believes that a product is unsafe or presents a serious safety risk, the customer should immediately contact:
Safety concerns may be investigated under the Gotorex Product Safety & Compliance Policy.
Where appropriate, Gotorex may restrict or remove the product and take other action required or permitted by law.
12. Marketplace Limitations
Gotorex operates as a multi-seller marketplace. Products may be supplied by different sellers, suppliers, warehouses and fulfilment providers.
Accordingly, Gotorex does not guarantee:
- That every seller will perform perfectly;
- That every product will meet every country's requirements;
- A particular delivery time unless expressly promised;
- That every claim will qualify for a refund; or
- That every dispute will have the same resolution.
These limitations do not affect mandatory legal rights.
13. Payment Provider & Legal Rights
A customer may also have rights or remedies available through the payment method used for a transaction.
Nothing in this Policy prevents a customer from exercising rights provided by mandatory applicable law.
14. International Consumer Protection
Consumer rights differ between jurisdictions.
Where mandatory consumer-protection law provides a customer with rights that are more favourable than this Policy, those mandatory rights will apply to the extent required by law.
Gotorex may apply additional protections voluntarily but does not intend this Policy to create obligations beyond those required or expressly offered.
15. Abuse of Buyer Protection
Gotorex may investigate repeated, suspicious or fraudulent claims.
Where permitted by law, Gotorex may restrict Buyer Protection access or account functionality where there is evidence of:
- Fraudulent claims;
- False evidence;
- Repeated abuse;
- Deliberate product damage;
- Chargeback abuse; or
- Attempts to circumvent marketplace policies.
Any enforcement will remain subject to applicable law.
16. Policy Changes
Gotorex may update this Policy to reflect changes to its marketplace, products, services or applicable legal requirements.
The current version will be published on www.gotorex.com.
17. Contact
For Buyer Protection claims, returns, refunds, damaged products or order problems:
Gotorex
Email: admin@gotorex.com
Business Address:
<span style="color:red">[INSERT FULL REGISTERED BUSINESS ADDRESS, SOUTH AFRICA]</span>
Website: www.gotorex.com