Returns policy
Shipitall is a marketplace, and every order is shipped directly by the seller. Returns are therefore handled between you and the seller of the item — but your rights are set by South African law, and every seller on Shipitall is required to honour them. This policy explains how returns work and what you are entitled to.
Your right to change your mind (7-day cooling-off)
Under section 44 of the Electronic Communications and Transactions Act, you may cancel most online purchases within 7 days of receiving the goods, without giving a reason and without penalty. If you exercise this right:
- The goods must be returned in their original, unused condition with all packaging, tags, and accessories.
- You are responsible for the direct cost of returning the goods.
- The seller will refund the price paid for the goods.
Some items are excepted from the cooling-off right by law — for example certain perishable goods, personalised or made-to-order items, and goods unsealed after delivery where this is precluded for health or hygiene reasons. Where an exception applies it will be indicated on the product page.
Defective, damaged, or incorrect goods
Under sections 55 and 56 of the Consumer Protection Act, goods must be safe, of good quality, in working order, and fit for their intended purpose. If, within 6 months of delivery, an item is found to be defective, unsafe, or not as described, you may return it and choose one of:
- a repair, or
- a replacement, or
- a full refund.
For defective, damaged, or incorrect items, you will not bear the cost of the return. This right is in addition to, and does not replace, any manufacturer’s warranty.
How to log a return
- Go to your account and open the relevant order.
- Select the item and the reason for the return.
- Follow the instructions to arrange collection or drop-off with the seller.
If you have any difficulty, email returns@shipitall.co.za and we will help coordinate with the seller.
Refunds
Once your return is received and accepted, the seller processes your refund to your original payment method. The time to reflect depends on your bank.
If a return is not resolved
We want every return handled fairly. If you and the seller cannot resolve a return, contact us at returns@shipitall.co.za. You also have the right to escalate an unresolved complaint to the Consumer Goods and Services Ombud (CGSO), which handles consumer disputes under the Consumer Protection Act at no cost to you.
Nothing in this policy limits your statutory rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.