REFUNDS AND RETURNS POLICY

SECURE AUTO MARKET

operated by Elixcer (Pty) Ltd

Effective date: 8 September 2026

This Refunds and Returns Policy (the "Policy") explains when an order placed on Secure Auto Market can be cancelled, returned or refunded, and when it cannot. It forms part of, and must be read together with, our Terms and Conditions (the "Terms"), in particular clauses 6, 7, 9, 12, 13 and 14. Capitalised words have the meaning given to them in the Terms. If this Policy and the Terms conflict, the Terms prevail.

1. THE SHORT VERSION

1.1. Secure Auto Market is a marketplace. Every part is sold by an independent Vendor to a Buyer. Elixcer (Pty) Ltd ("we", "us") runs the Platform and the secure-payment facility, but we do not own, inspect, test or sell any part.

1.2. Every part is sold "as is", in the condition shown in the listing. Unless a listing clearly says "new", assume the part is pre-owned.

1.3. Your money is held in escrow by TradeSafe, not paid to the Vendor, until you accept the part. You have 24 (twenty-four) hours from delivery to check that what arrived is what was listed. If something is wrong, raise it within that window and the funds stay in escrow.

1.4. Once you accept the order, or the 24-hour window passes without a claim, the sale is final. The funds are released to the Vendor and the part cannot be returned or refunded through the Platform.

1.5. If the Vendor never dispatches the part, or it is never delivered, you get a full refund.

1.6. If you bought from a Vendor who sells in the ordinary course of business (a dealer, scrapyard, stripper or workshop), South African consumer law gives you certain rights that this Policy cannot take away. Those rights are owed by that Vendor, and section 9 explains how they work.

2. WHO THIS POLICY APPLIES TO

2.1. This Policy applies to every purchase completed through the Platform's checkout and paid through the secure-payment (escrow) facility operated by TradeSafe.

2.2. A sale on the Platform is a contract between the Buyer and the Vendor. We are not a party to that sale. Where this Policy says that an order is "refunded" or "cancelled", this refers to the handling of the funds held in escrow in accordance with the Terms. We do not refund from our own funds and we do not decide who is legally right or wrong in a dispute between a Buyer and a Vendor.

2.3. Payments and refunds are processed only in South African Rand and only through TradeSafe. We never ask you to pay, or refund you, outside the Platform.

3. EVERYTHING IS SOLD "AS IS"

3.1. All parts and accessories on the Platform are sold on an "as is" basis (also known as voetstoots): in the condition in which they are, as described and photographed in the listing at the time of purchase, with all faults and wear that are visible in the photographs or disclosed in the description.

3.2. Unless a listing clearly states that a part is new, the part is pre-owned and has been removed from a vehicle. Pre-owned parts show wear consistent with their age and use. Normal wear, marks, scratches, discolouration and signs of previous fitment are not defects.

3.3. The listing is the description you buy against. The Vendor must describe the part honestly and photograph the actual part being sold. In turn, you are responsible for reading the whole listing, looking at every photograph and asking the Vendor any questions through the Platform's messaging facility before you buy.

3.4. It is your responsibility to confirm that a part fits and is suitable for your vehicle, including checking part numbers, engine codes, year, model, trim and left- or right-hand fitment, and to get professional advice where needed. Neither the Vendor nor we guarantee fitment, compatibility or suitability for any particular purpose unless the listing expressly says so.

3.5. Neither Elixcer nor TradeSafe gives any warranty or guarantee of any kind in respect of any part, its quality, condition, authenticity, safety, fitment or fitness for purpose. Any warranty that a Vendor chooses to offer in a listing is given by that Vendor alone and is enforced against that Vendor.

4. HOW ESCROW PROTECTS YOU AND THE 24-HOUR INSPECTION WINDOW

4.1. When you pay at checkout, your payment is held by TradeSafe, our independent escrow provider. The Vendor is not paid at this stage.

4.2. The Vendor must dispatch the part within 7 (seven) calendar days of your order, using the delivery option you chose at checkout. Depending on the option, the parcel is delivered to the PUDO locker you selected, to your door, or by a courier arranged by the Vendor for oversized parts.

4.3. When the courier records the parcel as delivered, your 24 (twenty-four) hour inspection window starts and TradeSafe sends you an e-mail asking you to confirm receipt. For a locker delivery, the window starts when the parcel is placed in your chosen locker, so please collect it promptly.

4.4. Within the inspection window you should collect and unpack the parcel, compare the part with the listing (including part numbers), and check for any damage or missing items. Do not fit, modify, clean, paint or test-install the part until you have satisfied yourself that it is the part you ordered, because a part that has been fitted or altered can no longer be returned under section 5.

4.5. Within the inspection window you must do one of two things:

4.5.1. accept the order, by confirming receipt through the link in the TradeSafe e-mail or on the order on the Platform. The funds are then released to the Vendor; or

4.5.2. raise a claim under section 5, if the part is materially not as described. The funds then remain in escrow until the claim is resolved.

4.6. If you do neither within 24 (twenty-four) hours of delivery, the order is deemed accepted, the funds are released to the Vendor and the sale is final (clause 7.3 of the Terms).

5. BEFORE YOU ACCEPT: WHEN A PART CAN BE RETURNED

5.1. A return through the Platform is available only while the order has not yet been accepted, and only where the part delivered differs materially from the listing. Examples of a valid claim are where:

5.1.1. you received a different part from the one listed (wrong part number, wrong side, wrong model);

5.1.2. the part is missing, or a listed component or accessory that formed part of the listing is missing;

5.1.3. the part has damage or a defect that is not visible in the listing photographs and was not disclosed in the description;

5.1.4. a part listed as "new" is clearly used; or

5.1.5. the part is counterfeit, or is a Prohibited Listing under the Terms.

5.2. How to raise a claim. Within the 24-hour inspection window, use the dispute option in the TradeSafe delivery e-mail or on the order, and message the Vendor through the Platform. You may also e-mail support@secureautomarket.co.za. State clearly what is wrong and include photographs of the part, the packaging and, where relevant, the part number. Claims raised after the order has been accepted or after the window has closed cannot be processed through the Platform (section 6).

5.3. Return process. Once a claim has been raised:

5.3.1. the Vendor and you must agree the return through the Platform, and the Vendor must supply the return address or locker details;

5.3.2. you must dispatch the part back within 72 (seventy-two) hours of the return being agreed, in the same condition in which you received it, with all packaging, fittings and accessories, using a tracked courier service, and share the return tracking number through the Platform;

5.3.3. the funds remain in escrow until tracking shows that the part has been returned to the Vendor;

5.3.4. the Vendor must confirm the return within 48 (forty-eight) hours of receiving the part back. If the Vendor neither confirms nor raises a dispute within that period, we may cancel the order on the Vendor's behalf on the strength of the tracking record; and

5.3.5. the funds are then refunded to you as set out in section 8.

5.4. Return costs. Where the part was not as described, defective in an undisclosed way, or a Prohibited Listing returned with our consent, the Vendor bears the cost of the return. Where a return is a matter of preference rather than a discrepancy with the listing, or a cooling-off return under section 9, you bear the direct cost of returning the part.

5.5. If the Vendor disputes your claim, or the objective records are inconclusive, section 11 applies.

6. AFTER YOU ACCEPT: THE SALE IS FINAL

6.1. Once you have accepted the order, or it has been deemed accepted under clause 4.6, the sale between you and the Vendor is complete and final. The funds are released by TradeSafe to the Vendor and can no longer be recalled by us.

6.2. From that point, subject only to section 9, the Platform does not offer any return, exchange, refund, credit or repair, and we will not withhold, reverse or claw back the Vendor's payout.

6.3. Any concern that arises after acceptance is a matter between you and the Vendor. You may contact the Vendor through the Platform's messaging facility, and the Vendor may, entirely at their own discretion, agree to assist. Any such arrangement is made and performed between you and the Vendor directly.

6.4. Please do not initiate a card chargeback or payment reversal for an order that you have accepted or that has been delivered. Chargebacks are handled under clause 6.9 of the Terms and may result in suspension of your account.

7. WHAT IS NOT A VALID REASON FOR A RETURN

7.1. The following are not grounds for a return or refund through the Platform, whether raised before or after acceptance:

7.1.1. the part does not fit your vehicle, or you ordered the wrong part, where the listing correctly described the part;

7.1.2. you changed your mind, found the part cheaper elsewhere, or no longer need it;

7.1.3. wear, marks or imperfections consistent with the age and pre-owned nature of the part, or that are visible in the listing photographs or disclosed in the description;

7.1.4. the part failed after being fitted, or was damaged during fitment, installation, testing, cleaning or modification;

7.1.5. the part has been fitted, altered, painted, disassembled or marked in any way since delivery;

7.1.6. differences in colour or appearance due to screen settings, lighting or photography;

7.1.7. delivery took longer than the courier's estimate; or

7.1.8. labour, workshop, diagnostic, towing or other costs you incurred, or any other indirect or consequential loss. Refunds through the Platform are limited to the amounts you paid at checkout (section 8).

8. CANCELLATIONS, NON-DELIVERY AND HOW REFUNDS ARE PAID

8.1. Cancelling before dispatch. Once you have paid, the sale is binding. If you need to cancel before the Vendor has dispatched the part, message the Vendor through the Platform. The Vendor may agree to cancel, in which case the order is cancelled and you are refunded in full. A Vendor is not obliged to agree to a cancellation, and an order cannot be cancelled by you once the Vendor has dispatched it.

8.2. Vendor does not dispatch. If the Vendor has not dispatched the part within 7 (seven) calendar days of the order and no longer period was agreed through the Platform, contact support@secureautomarket.co.za. We may cancel the order and instruct TradeSafe to refund you in full. If, one month after the order date, the Vendor has still neither confirmed dispatch nor delivered, we will cancel and refund the order (clause 7.6 of the Terms).

8.3. Not delivered or lost in transit. If tracking does not show delivery, or the Vendor cannot produce proof of dispatch (such as a courier waybill or drop-off record) in answer to a claim of non-delivery, the funds are refunded to you. Where the courier's record shows that the parcel was collected from the Vendor but was then lost or damaged in transit, the claim lies against the courier and the Vendor under clause 12.3 of the Terms, and we will assist with the escrowed funds on the basis of the objective courier records.

8.4. What is refunded. A refund under this Policy is made up of the purchase price of the part, the delivery charge and the Buyer Protection fee that you paid at checkout, less any deductions set out in clause 8.5. Where a return is a matter of preference or a cooling-off return, the direct cost of returning the part is for your account and is not refunded.

8.5. Escrow processing fee. The payment-processing fee charged by TradeSafe on top of the order total at payment (shown to you before you paid) is charged by TradeSafe, not by us. Where TradeSafe or the payment method provider does not return that fee on a refund (for example on certain card payments), that portion is not refundable. We will tell you if this applies before the refund is processed. We may also retain the Buyer Protection fee where an order is cancelled because of conduct in breach of the Terms (clause 9.5 of the Terms).

8.6. How and when. Refunds are processed by TradeSafe to the original payment method or to your TradeSafe wallet, from where you can withdraw to a South African bank account in your name. We instruct TradeSafe to refund as soon as the conditions in this Policy are met. TradeSafe typically pays out within 1 to 3 business days of processing; card refunds can take longer to reflect, depending on your bank. Refunds are never paid in cash or to a third party's account.

9. PURCHASES FROM BUSINESS VENDORS: YOUR STATUTORY RIGHTS

9.1. Vendors on the Platform may be private individuals selling their own parts on a once-off or occasional basis, or businesses (dealers, scrapyards, strippers, workshops, importers and traders) selling in the ordinary course of business ("Business Vendors"). The Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) give consumers certain rights when they buy from a supplier acting in the ordinary course of business. Those rights apply to purchases from Business Vendors, cannot be excluded by this Policy, and are owed by the Business Vendor as the supplier, not by us.

9.2. Cooling-off (ECTA section 44). If you are a natural person buying as an end consumer from a Business Vendor, you may cancel the purchase without reason within 7 (seven) days after receiving the part, by notice to the Vendor through the Platform and to support@secureautomarket.co.za. You must return the part, at your own direct cost, in the condition in which you received it. The purchase price and the Buyer Protection fee are refunded within 30 (thirty) days of cancellation, once the part has been returned to the Vendor. The statutory exclusions in section 42(2) of ECTA apply, for example to parts made to your specification.

9.3. Quality and defects (CPA sections 55 and 56). When you buy from a Business Vendor, you are entitled to receive a part that is reasonably suitable for its ordinary purpose and free of defects, and you have an implied warranty of quality for 6 (six) months after delivery under which a defective part may be returned to the Vendor for repair, replacement or refund. Under section 55(6) of the CPA, a Business Vendor may sell a pre-owned part in a specific "as is" condition only where that condition, and the specific faults or wear, are expressly disclosed in the listing and you knowingly agreed to buy the part in that condition. A Business Vendor is not liable for wear or faults that were disclosed in the listing, for a part that has been fitted or altered, or for a part that has failed through misuse.

9.4. How these rights are exercised. Where a statutory return or cooling-off cancellation is raised while the funds are still in escrow, the return process in section 5 is used and the escrowed funds are dealt with accordingly. Where the order has already been accepted and the funds released, the statutory right is exercised against the Business Vendor directly: contact the Vendor through the Platform, and copy support@secureautomarket.co.za. We will help you make contact and may, at our discretion, facilitate a resolution under clause 14 of the Terms, but we do not refund released funds from our own resources and we do not adjudicate the merits. You also retain the right to refer the matter to the National Consumer Commission or the appropriate court or tribunal.

9.5. If you are not sure whether a Vendor is a Business Vendor, ask the Vendor through the Platform's messaging facility before you buy, or contact us at support@secureautomarket.co.za.

9.6. Where a Vendor is a private individual not selling in the ordinary course of business, the CPA's supplier warranties and the ECTA cooling-off right do not apply, and the sale is governed by the common law, the Terms and this Policy: the part is sold "as is", and the sale is final on acceptance.

10. VENDORS' OBLIGATIONS

10.1. A Vendor must describe every part honestly and completely, state its condition, disclose every known fault, defect or item of damage, state clearly whether the part is new or pre-owned, and use photographs of the actual part being sold. A Vendor must not use stock or manufacturer images in place of photographs of the part.

10.2. A Vendor must dispatch within 7 (seven) calendar days of the order, pack the part so that it survives courier handling, and use the delivery option chosen by the Buyer at checkout, with tracking.

10.3. A Vendor must accept a return under section 5 where a claim is validly raised within the inspection window and the part differs materially from the listing, and must bear the return cost in the cases set out in clause 5.4.

10.4. A Business Vendor must honour the statutory rights in section 9 and is responsible for compliance with the CPA, ECTA and the Second-Hand Goods Act 6 of 2009.

10.5. A Vendor may voluntarily offer a longer return period or a warranty in a listing. Any such offer is made by the Vendor, is binding on the Vendor, and is performed between the Vendor and the Buyer outside the escrow facility once the funds have been released.

10.6. Repeated valid claims against a Vendor, a return refused in breach of this Policy, inaccurate listings or the sale of Prohibited Listings may result in suspension or closure of the Vendor's store under clause 14.5 of the Terms.

11. DISPUTES AND HOW WE HELP

11.1. Any dispute about a part or an order is between the Buyer and the Vendor and must first be raised directly with the other party through the Platform's messaging facility.

11.2. Where the parties cannot agree, either party may ask us to assist at support@secureautomarket.co.za within 21 (twenty-one) days of the order date. We respond to enquiries within 2 (two) business days. Both parties must cooperate and reply to our requests within 48 (forty-eight) hours.

11.3. Any decision we make is an administrative decision about the handling of the escrowed funds only, based on the objective records available to us (courier tracking, return tracking, the listing, order history and Platform messages), as set out in clause 14.3 of the Terms. In summary: delivered and not returned, the Vendor is paid; returned as evidenced by tracking, the Buyer is refunded; no proof of dispatch, the Buyer is refunded; inconclusive, the funds stay in escrow until the parties settle or an external determination is made.

11.4. Nothing in this Policy prevents either party from using TradeSafe's own dispute process or from approaching the National Consumer Commission (where the Vendor acted in the course of business), the courts or any other competent tribunal.

12. GENERAL

12.1. This Policy is governed by the laws of the Republic of South Africa. Nothing in it excludes or limits any right that you have under the CPA, ECTA or any other law that cannot lawfully be excluded or limited. Where a provision is found to be unenforceable, it is read down or severed to the minimum extent necessary and the rest of the Policy continues to apply.

12.2. We may update this Policy from time to time. The version published on the Platform at the time you place an order is the version that applies to that order.

12.3. This Policy is issued by Elixcer (Pty) Ltd, registration number 2023/842017/07, registered address Kingfisher Drive, Johannesburg, South Africa. Questions, claims and complaints under this Policy may be sent to support@secureautomarket.co.za.

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