Gotorex Dispute Resolution Policy
Effective Date: 21 August 2026
Last Updated: 21 August 2026
This Dispute Resolution Policy applies to transactions and disputes arising 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>
Dispute Resolution Contact: admin@gotorex.com
Gotorex aims to resolve marketplace disputes efficiently and fairly while maintaining appropriate control over the investigation and resolution process. This Policy does not remove or restrict mandatory rights that apply under the law governing a particular transaction.
1. Types of Disputes
This Policy may apply to disputes involving:
- Damaged products;
- Defective products;
- Incorrect products;
- Products materially different from their listing;
- Non-delivery;
- Seller conduct;
- Refund or return requests;
- Cancellations;
- Product-safety concerns;
- Suspected counterfeit products;
- Intellectual-property complaints; or
- Other marketplace transaction issues.
2. First Step — Contact Gotorex
Customers should first contact:
The request should include, where applicable:
- Order number;
- Product and seller information;
- Description of the dispute;
- Photographs or video;
- Shipping information;
- Relevant correspondence; and
- Other reasonable evidence requested by Gotorex.
Providing complete information can help speed up the investigation.
3. Seller Review
Where appropriate, Gotorex may refer the matter to the relevant seller and request information or evidence.
The seller may be required to provide:
- Order information;
- Shipping records;
- Product information;
- Proof of fulfilment;
- Supplier information;
- Return information; or
- Other relevant evidence.
Gotorex may communicate with both parties before reaching a decision.
4. Investigation & Inspection
Gotorex may independently investigate the dispute and may consider:
- Customer evidence;
- Seller evidence;
- Product listings;
- Order records;
- Shipping records;
- Payment records;
- Photographs or video;
- Carrier information; and
- Other relevant information.
Where appropriate, Gotorex may require a product to be returned for inspection.
The investigation and inspection period will depend on the nature and complexity of the dispute, the product, seller, carrier and evidence available.
5. Resolution
Where a dispute is found to qualify for a remedy, Gotorex may, subject to applicable law:
- Approve a refund;
- Approve a return;
- Arrange a replacement;
- Arrange a repair;
- Provide another appropriate remedy; or
- Reject the claim where the evidence does not establish eligibility.
Gotorex may determine the appropriate marketplace remedy after reviewing the available evidence.
However, Gotorex will not deny a remedy that a customer is legally entitled to receive under mandatory applicable law.
6. Returns & Refunds
Return and refund requests are also governed by the Gotorex Refund, Return & Cancellation Policy.
Customers requesting a return or refund should email:
Customers may be required to provide reasonable proof and cooperate with an inspection.
The processing time will depend on the inspection, investigation and circumstances of the transaction.
Where applicable law provides a mandatory cancellation, return, refund, repair, replacement or other consumer remedy, that right remains unaffected.
7. Damaged, Defective or Incorrect Products
Customers who receive a damaged, defective or materially incorrect product should contact Gotorex with reasonable proof.
Evidence may include:
- Photographs;
- Video;
- Packaging photographs;
- Shipping labels;
- Order information; and
- Other relevant documentation.
Customers should retain the product and packaging while the matter is being investigated where reasonably possible.
Gotorex may investigate with the seller, supplier or carrier before determining the appropriate resolution.
8. Non-Delivery & Shipping Disputes
Shipping times 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 others may take substantially longer depending on:
- Seller;
- Warehouse;
- Destination;
- Carrier;
- Customs;
- Product type; and
- Shipping method.
Where an order is not received within the applicable delivery period, customers should contact admin@gotorex.com.
Gotorex may investigate the shipment with the seller or carrier.
9. Evidence & Customer Cooperation
Customers must provide truthful and accurate information.
Gotorex may request additional evidence where reasonably necessary.
Failure to provide requested information may prevent Gotorex from completing an investigation or may affect the outcome where permitted by applicable law.
Gotorex will not require evidence that a consumer cannot reasonably provide where applicable law prevents such a requirement.
10. Seller Cooperation
Sellers must cooperate with reasonable Gotorex investigations.
Gotorex may request information from sellers concerning:
- Orders;
- Products;
- Shipping;
- Refunds;
- Returns;
- Customer complaints;
- Product safety; and
- Legal compliance.
Failure to cooperate may result in seller restrictions where permitted by law.
11. Fraudulent or Abusive Claims
Gotorex may investigate suspicious or repeated claims.
Where permitted by law, Gotorex may restrict accounts or Buyer Protection access where there is evidence of:
- Fraudulent claims;
- False evidence;
- Deliberate product damage;
- Repeated abuse;
- Payment or chargeback abuse; or
- Attempts to manipulate the dispute process.
12. Appeals / Review
Where appropriate, a party may request a review of a dispute decision by contacting:
The request should explain why the decision should be reconsidered and provide any new relevant evidence.
Where applicable law requires a specific appeal or complaint mechanism, Gotorex will provide and follow that mechanism.
13. Alternative Dispute Resolution
Depending on the customer's country and the transaction, mandatory laws may provide access to:
- Consumer-protection authorities;
- Ombuds or consumer bodies;
- Alternative dispute-resolution services;
- Courts or tribunals; or
- Other legally available mechanisms.
Nothing in this Policy prevents a customer from exercising a mandatory legal right to use such mechanisms.
For certain jurisdictions, including the European Union, specific consumer dispute-resolution and online marketplace requirements may apply. Gotorex will comply with mandatory requirements applicable to transactions in those jurisdictions.
14. Governing Law & Jurisdiction
The legal relationship between Gotorex, sellers and customers may be subject to different laws depending on the transaction, parties and destination.
Gotorex's Terms & Conditions will contain the applicable governing-law and jurisdiction provisions.
Nothing in this Policy is intended to deprive a consumer of mandatory protections or rights that cannot legally be waived or excluded in the consumer's jurisdiction.
15. Gotorex's Role as Marketplace
Gotorex operates as a multi-seller marketplace.
Depending on the transaction and applicable law, Gotorex may facilitate communication, payments, order processing, dispute handling or other marketplace services while the seller remains responsible for obligations applicable to the seller.
Gotorex does not guarantee that every seller will fulfil every obligation perfectly.
16. Final Administrative Decision
Subject to any applicable legal appeal or mandatory dispute mechanism, Gotorex may make an administrative marketplace determination based on the information reasonably available to it.
This may include approving or rejecting a marketplace refund, return, replacement or other remedy.
Such administrative decisions do not override mandatory legal rights.
17. Policy Changes
Gotorex may update this Policy when its marketplace, services, procedures or applicable laws change.
The latest version will be published on www.gotorex.com.
18. Contact
For disputes, complaints, refund/return matters 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