REFUND AND RETURNS POLICY – ONLINE STORE

YOUR SATISFACTION IS OUR PRIORITY
At Shop2Shop, we want you to be happy with every purchase. If something goes wrong, we will do our best to make it right, quickly and fairly.

This policy explains what to do if you need to return a product, what you are entitled to, and how we will handle your request.

Please choose carefully before you buy. We do not offer refunds simply because you changed your mind. However, if your goods are faulty, not as described, or not fit for the purpose you told us about, you are entitled to a repair, replacement or refund.

WHAT THIS POLICY COVERS
This policy applies to all products sold by Shop2Shop.

Your rights under this policy are in addition to your rights under the Consumer Protection Act 68 of 2008 (CPA).

WHAT TO DO IF SOMETHING IS WRONG
If you need to return a product, please email us at [email protected] and include:

Your name and contact number;
Your order number and invoice (proof of purchase is required for all returns);
A description of the problem;
Photos or a short video of the issue (especially for damaged or faulty goods);
What you would like us to do: repair, replace, or refund;

We will get back to you within 2 business days with instructions. Please do not send anything back before hearing from us.

YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT
South African law gives you specific rights when it comes to returning goods. Here is what you are entitled to:

1. Faulty or unsafe goods

If your product is defective or unsafe, you can return it within 6 months of delivery and choose whether you want it:

Repaired
Replaced with a new one
Refunded in full

If you choose a repair and the same fault comes back within 3 months, or a new fault appears, we will then either replace the product or give you a full refund. We cannot ask you to accept another repair at that stage.

We cover the cost of collection and return in this case.

2. Bought through direct marketing (Cooling-Off Period)

If we contacted you directly (for example, by phone, SMS or email) and you bought something as a result, you have the right to change your mind within the cooling-off period.

Let us know in writing within 5 business days of delivery that you are cancelling.
Return the goods within 10 business days of delivery.
We will refund you within 15 business days of receiving your cancellation notice or the returned goods, whichever is later.

*Please note: In this case, you are responsible for the cost and risk of returning the goods to us.

3. You could not inspect the goods before delivery

If you did not have a chance to see or inspect the product before it was delivered, and it does not match what you expected, you can send it back within 10 business days of delivery. This applies if:

The product is not the type or quality you reasonably expected based on your agreement with us.
It looks or works differently from the sample or description you were shown.
It does not meet the specific requirements of a special or custom order you placed.
We cover the cost of collection and return in this case.

4. We sent you extra items you did not order

If your delivery included items you did not order, you can return just those extra items, or the entire delivery, within 10 business days. We will cover the cost of collection and return.

5. The product does not do what you said you needed it to do

If you told us what you needed the product for before you bought it, and it turns out not to be suitable for that purpose, you can return it within 10 business days of delivery. We cover the cost of collection and return.

PROOF OF PURCHASE
Please keep your invoice or order confirmation, you will need it for any return. If you cannot provide proof of purchase, we may not be able to process your return, except where your product is faulty or unsafe (in which case the six-month warranty always applies).

YOUR REFUND
Once we receive and check the returned goods, we will let you know the outcome within 2 business days.

Approved refunds are paid back to your original payment method.We may elect to refund you into your Shop2Shop trading account, if applicable.

Please allow up to 7 business days for the refund to appear in your account, depending on your bank. For cancellations of direct marketing purchases, we process payment within 15 business days as required by law.

CONDITION OF RECEIVED GOODS
The amount we refund depends on the condition of the goods:

Unopened, original packaging – full refund, no deductions.
Opened but returned in original condition and original packaging – a small charge may apply for reasonable use, unless you needed to open it to check whether the product was suitable.
All other cases – we may deduct a reasonable amount for any restoration needed to restock the item, unless you had to open or damage the packaging to inspect goods that arrived unseen, or to test fitness for a stated purpose.

ITEMS WE CANNOT TAKE BACK
We are unable to accept returns on the following (unless the item is faulty or unsafe, in which case the six-month warranty always applies):

Products that have been permanently installed or hardwired — for example, a safe that has been bolted to a floor, or a device integrated into your POS system.
Products that have been taken apart, modified, or combined with other equipment in a way that cannot be undone.
Consumable items that have been opened and partially used, such as thermal till rolls — unless they are defective.
Custom or special-order products that were built or sourced to your confirmed specifications.
Items that cannot be returned due to legal or public health regulation.

Important: If your product is faulty or unsafe, these exclusions do not apply. You are always entitled to repair, replacement or refund for defective goods within 6 months of delivery.

CHANGED YOUR MIND?
If you simply want to return something for a reason not covered above, for example, you changed your mind or ordered the wrong item, we are not legally required to accept a return, but we will consider it as a goodwill gesture on a case-by-case basis.

For goodwill returns, the product must be unused, in its original condition, and in its original packaging with all accessories and documentation included. A restocking fee may apply.

NEED HELP?
We are here to help. Get in touch with our Customer Care team:

Email: [email protected]

If you are not satisfied with how we have handled your complaint, you can also contact the National Consumer Commission (NCC) at www.thencc.org.za

UPDATES TO THIS POLICY
We review this policy regularly to make sure it stays accurate and up to date. The current version is always available on our website.