Refund, Return & Cancellation Policy
Effective Date: 21 August 2026
Last Updated: 21 August 2026
This Refund, Return & Cancellation Policy applies to purchases made through www.gotorex.com, an international marketplace operated from South Africa.
Business Address:
[INSERT FULL REGISTERED BUSINESS ADDRESS, SOUTH AFRICA]
Returns & Refunds Email: admin@gotorex.com
1. General Policy
Products on Gotorex may be supplied by Gotorex or independent third-party sellers. Return, cancellation and refund eligibility may therefore vary according to the product, seller, destination, applicable law and circumstances of the transaction.
Nothing in this Policy removes or limits any consumer right that cannot legally be excluded or limited.
2. Cancellation Before Shipment
Customers should contact admin@gotorex.com as soon as possible if they wish to cancel an order before shipment.
A cancellation request does not automatically guarantee cancellation. If an order has already been processed, packed, dispatched or otherwise committed to fulfilment, cancellation may no longer be possible except where required by applicable law.
Where cancellation is legally available, Gotorex will process the applicable refund in accordance with this Policy and applicable law.
3. Returns & Refund Requests
All return and refund requests must be submitted to:
The customer should provide:
Order number;
Name and contact details;
Product concerned;
Reason for the request;
Photographs or video where applicable;
Evidence of damage, defect or incorrect delivery where applicable; and
Any other reasonable information requested by Gotorex.
A request is not considered approved merely because it has been submitted.
Gotorex may review the order, product, seller information, shipping records, photographs, videos and other relevant evidence before determining the appropriate resolution, subject always to mandatory applicable law.
4. Damaged, Defective or Incorrect Items
If an item arrives damaged, defective, materially different from its description or incorrect, customers should contact admin@gotorex.com as soon as reasonably possible and provide clear supporting evidence.
Gotorex may require photographs, video, packaging information, delivery evidence or other reasonable documentation.
The claim may be investigated with the applicable seller, supplier, carrier or fulfilment provider.
Where required by applicable law, the customer will receive the legally required remedy, which may include repair, replacement, price reduction or refund.
5. Change-of-Mind Returns
Change-of-mind returns are subject to the return terms displayed for the relevant product and the mandatory consumer rights applicable to the customer's transaction.
Where a jurisdiction provides a statutory withdrawal or cooling-off period, Gotorex will honour that right subject to legally permitted exceptions.
For example, qualifying EU distance purchases generally provide a 14-day withdrawal period, subject to statutory exceptions.
Certain products may be excluded from a statutory withdrawal right where the law permits, including certain personalised, made-to-order, perishable, sealed hygiene-related or digital products.
6. Return Conditions
Where a return is approved or legally required, Gotorex may require that:
The correct product is returned;
The product is adequately packaged;
The product is returned to the address or facility specified by Gotorex or the applicable seller;
Required return documentation is included; and
The product has not been used or damaged beyond what is permitted by applicable law.
Where legally permitted, a customer may be responsible for the direct cost of returning an item for a change-of-mind return, provided the customer was informed of this requirement before purchase.
For faulty, damaged or incorrectly supplied products, return costs will be handled in accordance with applicable law and the circumstances of the claim.
7. Inspection & Eligibility
Gotorex and/or the applicable seller may inspect returned products and supporting evidence to determine eligibility and the appropriate remedy.
The inspection may consider:
Product condition;
Damage or defect;
Whether the returned item corresponds to the order;
Evidence provided;
Packaging and shipping condition;
Seller and fulfilment records; and
Applicable legal requirements.
Submitting a return or refund request does not automatically establish eligibility or guarantee a refund.
The complete review and resolution period may vary depending on the product, seller, destination, shipping method, evidence required and complexity of the claim.
Gotorex will nevertheless comply with any mandatory statutory deadlines applicable to the transaction.
8. Refunds
Where a refund is approved or legally required, Gotorex will normally process it through the original payment method where reasonably possible.
Where applicable law permits Gotorex to wait until returned goods have been received or the customer has provided acceptable evidence that the goods have been returned, Gotorex may do so.
Any refund amount will be determined according to:
The applicable law;
The approved remedy;
The product and transaction;
Applicable shipping charges;
Any legally permitted deductions; and
The circumstances of the return.
Where a customer selected a more expensive delivery option than the least expensive standard delivery option, any refund of delivery charges will be handled in accordance with applicable law.
9. Refunds for Unavailable or Cancelled Orders
If Gotorex or the applicable seller cancels an order because the product is unavailable, cannot legally be supplied, or another permitted cancellation circumstance applies, any amount owed to the customer will be refunded in accordance with applicable law.
10. Shipping & Delivery
Delivery times vary according to the seller, product, stock location, destination and shipping method.
Some products may be delivered as quickly as 1–3 business days in certain countries, including the United States, while other products may require substantially longer.
Delivery estimates are not guarantees unless expressly stated otherwise or required by applicable law.
International shipments may be affected by customs, carriers, import requirements, weather, regulatory requirements or other circumstances outside reasonable control.
11. Fraudulent or Abusive Claims
Gotorex may investigate suspected fraudulent, abusive or misleading return or refund claims.
Where permitted by law, Gotorex may take appropriate action against accounts involved in fraudulent activity, including restricting transactions or suspending accounts.
This does not affect legitimate statutory consumer rights.
12. Products With Special Return Conditions
Some products may have specific return conditions displayed on their product page or at checkout.
Where permitted by applicable law, special conditions or exclusions may apply to products such as:
Personalised or made-to-order products;
Perishable products;
Products subject to health or hygiene restrictions;
Certain sealed products after opening;
Digital products after performance has begun with the required consent; and
Other legally recognised exceptions.
13. Mandatory Consumer Rights
Gotorex respects mandatory consumer protections applicable to each transaction.
Nothing in this Policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.
For example, EU consumers may have a statutory right to withdraw from qualifying online purchases within 14 days, and faulty goods may carry statutory remedies and guarantees.
South African electronic-commerce law also requires suppliers to disclose cancellation, return, exchange and refund policies and provides specific consumer protections for electronic transactions.
14. How to Contact Us
For all returns, cancellations, refunds, damaged items, defective items or incorrect orders, contact:
Gotorex
Email: admin@gotorex.com
Business Address:
[INSERT FULL REGISTERED BUSINESS ADDRESS, SOUTH AFRICA]
Please include your order number and supporting evidence where applicable.
Related Policies
Terms & Conditions
Privacy Policy
Cookie Policy
Shipping & Delivery Policy
Seller Policy
Buyer Protection Policy
Dispute Resolution Policy
Gotorex reserves the right to assess each request individually and apply the applicable seller terms, product conditions and legal requirements. Where mandatory law provides a customer with a greater right, that legal right will prevail.