Returns and refunds

You buy from the seller named on the listing, and Shipitall runs the return for you. Start every return from your order page: open the order, choose the item and tap “Return or report a problem”. Guests use the link in their order email.

Cooling-off: the first 7 days (ECTA section 44)

You may cancel and return most items within 7 days after delivery, for any reason. This is your cooling-off right under section 44 of the Electronic Communications and Transactions Act.
You get a full refund of the item price and the delivery fee you paid.
You pay only the direct cost of sending the item back. When a Shipitall courier collects it, that cost is taken off your refund and shown before you confirm.
The law excludes some items from cooling-off (section 42 of the ECTA), such as goods made to your own specification and perishable goods. If your item is one of these, we tell you.

Change of mind: up to 30 days

After the first 7 days you can still return most items for a change of mind up to 30 days after delivery.
The item must be unused, complete and in its original packaging.
The delivery fee is not refunded, and you pay the return postage.

Faulty, wrong, damaged or not as described: 183 days

You have 183 days (at least 6 months, as the law requires) from delivery to return an item that is faulty, unsafe, the wrong item, damaged, or not what the listing described. Any extra warranty the seller offers is added on top.
The seller pays the return postage.
You can choose a refund, a repair or a replacement, as the Consumer Protection Act allows.
Used items have the same rights, apart from faults the seller clearly listed. See our Second-hand goods policy.

If your parcel arrives damaged

Tell us within 48 hours so we can claim from the courier. Your 6-month rights still apply. Choose “It arrived damaged”, add photos of the item, the box and the label, and keep the box and packaging until the case is closed.

What happens next

The seller has 48 hours to accept, refund without a return, or decline with a reason.
If the seller declines or does not answer in time, the return comes to the Shipitall team, and a person decides.
When a return is needed, we tell you how to send it back. For Shipitall Delivery orders, a courier usually collects it.
You are refunded once the seller confirms the item is back, or straight away when the seller refunds without a return.

How you get your money back

By EFT to your bank account, in the next weekly payment run (Mondays), or as Shipitall store credit if you prefer. Store credit lasts 3 years and is used at checkout automatically.
The refund goes back for the items returned, plus delivery where these rules say so.

Who pays which delivery costs

Faulty, wrong, damaged or not as described: the seller pays the return postage.
Cooling-off (first 7 days): your delivery fee is refunded; you pay the return postage only.
Change of mind after 7 days: you pay the return postage and the delivery fee is not refunded.

The Shipitall Guarantee

If an order never arrives, or is fake, faulty or not as described, and the seller will not or cannot put it right, the Shipitall Guarantee refunds you up to the seller’s cover:

New sellers: up to R 2 000 per seller, per order
Established sellers: up to R 5 000 per seller, per order
Trusted sellers: up to R 8 500 per seller, per order
Top sellers: up to R 12 500 per seller, per order

The Guarantee is extra cover from Shipitall. It never limits the refunds the seller or the law owes you.

Sellers’ own terms

Some sellers add their own terms on their shop page. They can give you more, never less, than this policy.

Need help?

Ask us through the Help centre, or see our Complaints page.