Seller Policy

Reviews are a great way for you to build a reputation on Proud Hands. Buyers can leave a review, including a one to five star rating and a photograph of their purchase, within 10 days after their item’s estimated delivery date. 

On the rare occasion you receive an unfavourable review, you can reach out to the buyer or, if the review is less than 3 stars, leave a response.

Reviews and your response to reviews may not:

  1. Contain private information;
  2. Contain obscene, racist, or harassing language or imagery;
  3. Be discriminating in any way; (refer to the Anti-Discrimination Policy)
  4. Contain prohibited medical drug claims;
  5. Contain advertising or spam;
  6. Be about things outside the seller’s control, such as a delivery carrier, Proud Hands or a third party;
  7. Contain threats;
  8. Falsely inflate a shop’s review score; or
  9. Undermine the integrity of the Reviews system.
  10. Providing Great Customer Service

We expect our sellers to provide a high level of customer service. By selling on Proud Hands, you agree to:

  1. Honour your dispatch and processing times. Sellers are obligated to dispatch an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. 
  2. Respond to Messages in a timely manner.
  3. Honour the commitments you make in your shop policies or adhere to Proud Hands’ policies at all times.

Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, Proud Hands will assist to resolve.  It is critical that the integrity of the Proud Hands platform must be protected at all times.  We cannot allow the public to lose trust in the service.  

  1. If you are unable to complete an order, you must notify the buyer and cancel the order. Proud Hands must be notified so that money held can be refunded.
  2. Responding to Requests for Cancellations, Returns, and Exchanges

Cancellations

If you are unable to complete a transaction, you must notify the buyer by mail and Proud Hands on admin@proudhand.co.za to cancel the transaction. Proud Hands will make a full refund to the buyer.

 Returns & Refunds

Should an item be returned within 3 days of delivery, Proud Hands will do a full refund to the Buyer.  Returns after the Seller has been paid by Proud Hands must be handled according to the sellers return policy and guarantees.  Proud Hands will only intervene if requested by the Buyer or the Seller if formally lodged my mail on admin@proudhand.co.za. Refer to the Returns & Refunds Policy.