Refund Policy 

Effective Date: 10/09/2025

This Refund Policy forms part of the Wishop South Africa (“Wishop”, “we”, “our”) Terms & Conditions and Returns Policy and applies to purchases made via wishop.co.za (the “Platform”). Wishop is a marketplace: orders are fulfilled by independent third-party Sellers. Wishop enforces this Policy and applicable law, including the Consumer Protection Act (CPA), and mediates disputes where necessary.

1. Scope & Relationship to Other Policies

• This Policy explains when and how refunds are issued, the calculation rules, and the timelines.
• It must be read with our Returns Policy (conditions for sending goods back), Terms & Conditions (marketplace rules), and our Privacy Policy (POPIA compliance).
• If there is any inconsistency, the CPA and other applicable South African law will prevail.

2. Who Handles My Refund?

• Sellers assess products they fulfilled and decide—per law and this Policy—whether a refund, repair, or replacement is appropriate.
• Wishop processes the payment reversal once a Seller confirms approval or where Wishop determines approval is required under law or our enforcement rules.

3. Proof of Purchase

• All refund requests require proof of purchase (order confirmation, invoice, or the record in your Wishop Customer Account Page).
• If you cannot provide documentation, Wishop may assist in locating records, but the Seller may decline a refund if the purchase cannot be verified.

4. Eligibility for Refunds

Refunds may be approved in the following scenarios (subject to inspection and our Returns Policy conditions):

• Change of mind (cooling-off for unused goods): Most unused products may be returned within 14 days of delivery for a refund, excluding non-returnable categories. Packaging, accessories, and documentation must be intact.
• Incorrect, incomplete, or expired items: If you receive the wrong product, an incomplete order, or food that is expired on delivery, you may return it for a refund.
• Damaged on delivery: If your order arrives damaged, report it promptly with photos and retain the packaging; a refund may be issued after assessment.
• Out-of-box failure (electronics/cellphones): If materially defective upon first use, report within 7 days. After assessment, a refund, repair, or replacement may be approved.
• Faulty products within 6 months: Under the CPA, qualifying defects reported within 6 months from purchase may entitle you to a refund, repair, or replacement (at Seller discretion, subject to law).
• Failed delivery / uncollected parcels: If delivery fails for reasons not attributable to you and the order returns to the Seller, your payment may be refunded less delivery/handling where applicable.

5. When Refunds Are Not Available

• Goods excluded by our Returns Policy (e.g., perishable foods except where defective/expired, hygiene-sensitive items once unsealed, customised goods).
• Damage caused by lightning/power surges, misuse, neglect, or use contrary to the manual.
• Commercial use of products that are sold for domestic use only, unless expressly warranted for commercial use.
• Gift cards, airtime, digital vouchers/codes once delivered/redeemed, and other non-returnable items as listed in the Returns Policy.

6. Refund Instruments (How We Pay You Back)

• Original payment method: Refunds are issued back to the same method used at checkout (e.g., Visa/Mastercard, EFT, instant EFT, approved digital wallet).
• Mixed payments: If you used more than one method (e.g., card + voucher), the refund is prioritised back in the reverse order of application unless the system requires proportional splits.
• Vouchers / promo codes: Promotional values are not refundable in cash. If eligible, Wishop may reinstate a voucher or issue store credit in lieu (see Section 10).
• Gift cards: Where permitted, unredeemed gift card balances may be refunded only in limited cases; otherwise balances remain on the card (validity as per CPA—minimum 3 years from issue unless otherwise provided by law).

7. Refund Timelines

• Standard refunds: typically processed within 7–14 business days after the Seller confirms receipt and approval of the return or upon acceptance of proof of return (courier scan or receipt) where applicable.
• Repairs: If a repair pathway is chosen, the repair may take up to 21 business days (third-party Seller timelines may vary; you will be updated).
• Bank posting times: After Wishop issues the refund, your bank/payment provider’s posting times may add extra days which are outside Wishop’s control.

8. Evidence & Inspection

• Provide clear photos/videos for damage, defects, or incomplete deliveries within the specified timeframes (e.g., 48 hours for ambient foods).
• Large/bulky/installed items may require an online or on-site assessment by the Seller or a technician arranged by Wishop before a refund is authorised.
• Where a supplier must inspect before quoting for repair and you decline to proceed, an inspection/labour fee may apply before the item is returned.

9. Delivery, Collection & Fees Affecting Refunds

• Non-refundable delivery: Delivery fees are generally non-refundable unless the product was defective, damaged on delivery, or incorrectly supplied.
• Failed return collections: If couriers make more than 2 unsuccessful attempts due to unavailability, a collection fee may be deducted from the refund or charged separately.
• Rejected returns: If a return is rejected after assessment, a return-to-customer fee may apply to send the product back to you.

10. Promotions, Bundles & Partial Order Refunds

• Where you return part of an order that earned a promotion/discount, you may forfeit the promotional benefit and your refund for the returned item(s) may be calculated off the original (pre-promotion) price per our Returns Policy.
• If an item was sold as part of a bundle or included a free gift, all bundled/free components must be returned to qualify for a full refund; otherwise Wishop/Seller may pro-rate or decline the refund.
• Where a promo code was used, the code’s value is not refundable in cash. If eligible, Wishop may reissue store credit or a replacement voucher with equivalent terms.

11. Faulty Products & Warranty-Related Refunds

• Within 6 months: Qualifying defects may entitle you to a repair, replacement, or refund (at the Seller’s election, subject to the CPA).
• After 6 months: Manufacturer/Seller warranties apply. Refunds (rather than repairs) are less common after 6 months and depend on warranty terms.
• Extended warranties: If you purchased an extended warranty (domestic use only unless stated otherwise), refund decisions rest with the warranty provider/insurer per policy terms; Wishop acts as intermediary.

12. Special Categories (Food & Digital)

• Food: Frozen, refrigerated, ambient-sensitive, and pantry items may be refunded if defective/expired/incorrect upon delivery. Report ambient issues within 48 hours. Incorrectly selected items are not refundable.
• Digital goods/codes: Once delivered/redeemed, refunds are generally not possible unless required by law or the content is defective/unusable upon delivery.

13. Third-Party (Marketplace) Products

• Items marked “Sold by Seller” or “Online Only” are fulfilled by third-party Sellers. Start your refund request via My Orders on Wishop or contact Wishop Support.
• Wishop will enforce compliance where a Seller fails to act in line with this Policy or the CPA and may authorise a refund where appropriate.

14. Chargebacks, Duplicate & Over-Refunds

• If you initiate a chargeback while a Wishop refund is in progress, duplicate outcomes may delay resolution. Wishop may suspend processing pending the bank’s decision.
• If a duplicate or over-refund occurs, you authorise Wishop to reverse or recover the overpaid amount using the original method or other lawful means.

15. Currency, VAT & Rounding

• All refunds are issued in South African Rand (ZAR).
• Refunds include applicable VAT originally paid on the returned item(s).
• Minor rounding differences may occur due to payment processor rules.

16. Fraud, Abuse & Account Actions

• Wishop monitors for suspected return/refund abuse or fraudulent behaviour.
• We may suspend or close accounts, withhold refunds pending investigation, and take further action where misuse is reasonably suspected.

17. How to Request a Refund

1. Log in to your Wishop account and open My Orders.
2. Select the order and choose Request Return/Refund.
3. Choose a reason (e.g., damaged, incorrect, change of mind) and upload photos/videos if applicable.
4. Package the item securely with all accessories and original packaging (where required).
5. Courier collection or drop-off: Follow the instructions provided. Keep the return waybill/courier proof.
6. Assessment & decision: The Seller assesses the item. Wishop enforces timelines and fairness.
7. Refund issued: Once approved, Wishop processes the refund to your original payment method and notifies you by email.

18. Contact

For assistance with refunds, please contact Wishop Support via the My Orders portal or email support@wishop.co.za.