Shipitall Guarantee

What is covered

• The seller never sent your order.
• What arrived is materially different from the listing: a different item or model, wrong size or colour, missing parts, a much worse condition than stated, or a fake.

How to claim

1. Open your orderWithin 30 days of delivery, find the seller's part on your order page and choose "Claim with the Shipitall Guarantee". Guests use the link in their order email.
2. Tell us what happenedChoose the items, say what is wrong and add photos. Photos of the item, the label and the box help us decide quickly.
3. The seller gets a chanceYour claim goes to the seller first, who has 3 working days to put it right. If they are suspended or have closed, we skip this step.
4. Shipitall decidesA person at Shipitall looks at both sides, usually within 2 working days. If your claim is covered, we refund you by bank transfer or store credit, your choice.

What is not covered

• Changing your mind, or not liking the quality. You can still return most items within 30 days: start a normal return from your order page.
• Parcels lost, damaged or stolen in transit. You are still refunded in full: see "Lost or damaged in transit" below.
• Items that stop working later. Faults go through a normal return: you have 6 months under the Consumer Protection Act.
• Items collected in person, and deals made outside Shipitall.
• Software, licences, vouchers, gift cards, services, and anything else that is not posted.
• Items with a delivery time of more than 21 days.
• Claims more than 30 days after delivery.
• Orders your bank already reversed with a chargeback.
• Anything you paid for outside Shipitall's checkout.

How much you are covered for

Every order is covered up to at least R 2 000 per seller, per order, and up to R 12 500 with our most established sellers. If your order comes from several sellers, each seller's part has its own cover. Your cover is set when you pay and shows on your claim. If what went wrong is worth more than your cover, we refund up to the cover.

Faulty items you have had longer, or warranty repairs, go through a normal return: you have 6 months for faults, plus any extra warranty the seller gives.

Lost or damaged in transit, and Extra courier cover

• If the courier loses your parcel or it arrives damaged, you get a full refund for it. That is your right as a buyer, not a Guarantee claim, so the Guarantee limit does not apply, and you do not wait for the courier's claim.
• If a parcel arrives damaged, tell us within 48 hours so we can claim from the courier. Your 6-month rights still apply. Add photos, and keep the box and packaging until the case is closed.
• Some sellers offer Extra courier cover at checkout. It is optional, starts unticked, and costs what the courier charges for the cover, with nothing added by Shipitall. Your refund rights are the same whether you take it or not.