uBuySell brings buyers together with South African shops, food vendors and service providers. These guidelines explain the standards every vendor is expected to follow so customers can shop with greater confidence.
These guidelines should be read together with the uBuySell Terms & Conditions, Vendor Agreement, Shipping & Collection policy and Returns & Refunds policy. They are platform rules and do not replace any rights or obligations under applicable South African law.
1. Stock must be available — no unapproved dropshipping
Vendors must only list products they can genuinely supply. uBuySell does not permit ordinary dropshipping where a vendor lists an item they do not hold and only orders it from a supplier after a customer buys it, leaving availability or dispatch outside the vendor’s control.
Stock may be held by an authorised fulfilment partner or warehouse on the vendor’s behalf if the vendor can verify that the stock is available, has permission to sell it, can meet the advertised handling time and remains responsible to the buyer. Vendors must provide evidence of stock or fulfilment arrangements if reasonably requested by uBuySell.
2. Keep stock levels accurate
Keep product quantities and availability up to date.
Do not accept orders for products that are unavailable or cannot be supplied as advertised.
Mark products out of stock or pause the listing promptly when stock runs out.
If an unexpected stock issue affects an order, contact the buyer promptly and follow the platform’s order, cancellation and refund process.
3. Create honest product listings
Use accurate descriptions, images, prices, sizes, specifications and condition details.
Disclose relevant expiry dates, ingredients, allergens, compatibility limits or other material information where applicable.
Do not make misleading health, performance, origin or other claims.
Do not list counterfeit, stolen, unlawful or prohibited products.
Use images and text you have permission to use.
4. Process and dispatch orders reliably
Follow the handling and dispatch time shown on the listing or agreed with the buyer.
Package goods appropriately to reduce damage in transit.
Provide tracking details when available and update order status honestly.
Never mark an order as shipped, delivered or collected when it has not been.
Tell the buyer promptly about a material delay and cooperate with courier investigations.
5. Shipping and customer collection
Each vendor is responsible for preparing and fulfilling their own orders unless a different arrangement has been approved. Vendors offering collection must provide a genuine collection location, clear instructions and reasonable collection times. Do not disclose a buyer’s collection or delivery details to anyone who does not need them to fulfil the order.
Shipping charges, delivery areas, handling times and collection options must be clearly explained before the buyer commits to the purchase.
6. Fair pricing and platform transactions
Show prices in South African rand (ZAR) and disclose applicable delivery charges and other costs clearly.
Honour the price and terms shown when the order is placed, subject to applicable law and the platform’s policies.
Do not manipulate orders, reviews, commissions or sales records.
Do not divert a transaction away from uBuySell to evade agreed platform fees or safeguards.
Never request a buyer’s password, one-time PIN or full payment-card credentials.
7. Customer service and communication
Communicate respectfully and professionally. Respond to reasonable questions, give truthful order updates and make a genuine effort to resolve problems. Harassment, discrimination, threats, deceptive conduct and retaliation against a buyer for raising a genuine complaint are not permitted.
8. Returns, refunds, faulty goods and complaints
Vendors must follow the uBuySell Returns & Refunds policy and applicable South African consumer law. Deal fairly with goods that are faulty, damaged, incorrect, not delivered or materially different from their description. A blanket “no refunds” notice does not remove rights that buyers may have under the law. Vendors must cooperate with reasonable requests for information when an order or complaint is investigated.
9. Extra requirements for food vendors
Handle, store, prepare and transport food safely and hygienically.
Meet applicable food-safety, municipal, licensing and other legal requirements.
Describe portions, ingredients, allergens and any relevant storage or use-by information accurately where required.
Only accept orders that can be prepared and supplied within the stated timeframe.
Package food suitably and communicate collection or delivery instructions clearly.
10. Extra requirements for service providers
Describe services, prices, service areas, availability and cancellation terms accurately.
Hold qualifications, permits, registrations or insurance where legally required or represented in the listing.
Attend accepted appointments or notify the customer promptly if plans change.
Respect customers, their property, privacy and safety.
For house sitting, pet sitting, delivery and similar services, agree the scope of work and practical arrangements with the customer before starting.
11. Protect customer information
Use buyer contact, delivery and order information only for legitimate fulfilment, support and other permitted purposes. Keep it secure, do not sell or publicly disclose it, and follow applicable privacy requirements. Do not use customer details for unrelated marketing without an appropriate lawful basis.
12. Legal compliance and prohibited conduct
Vendors are responsible for ensuring that their business activities, products and services comply with applicable laws and regulations. This includes relevant consumer protection, privacy, product safety, food safety, intellectual property and sector-specific requirements. Vendors must not use uBuySell to facilitate fraud, unlawful activity or the sale of prohibited goods or services.
13. Monitoring, complaints and enforcement
uBuySell may review listings, investigate credible complaints and request reasonable evidence of stock, fulfilment, product authenticity or compliance. Depending on the circumstances, action may include requesting a correction, removing a listing, restricting selling privileges, temporarily suspending an account or terminating access for serious or repeated breaches. Where appropriate, vendors may be given an opportunity to respond; urgent action may be taken to protect buyers or comply with the law.
14. Vendor checklist before accepting orders
I have the stock available, or it is verifiably held by an authorised fulfilment partner.
My listing, price, stock quantity and handling time are accurate.
I can package, dispatch or prepare the order within the stated timeframe.
My shipping or collection arrangements are clear.
I understand how to handle customer enquiries, complaints, returns and refunds.
My products or services comply with applicable requirements.
Need help?
For questions about these guidelines or a marketplace issue, contact uBuySell through the website’s Contact Us page. Please include the relevant order or listing details, but do not send passwords, one-time PINs or full payment-card details.
These guidelines are intended as a practical marketplace policy, not legal advice. uBuySell should review and align them with its final Vendor Agreement, Terms & Conditions and applicable South African law before relying on them as a complete legal contract.
