Wishop Returns Policy

Effective Date: 10/09/2025

At Wishop South Africa (“Wishop”, “we”, “our”), your satisfaction is our priority. This Returns Policy forms part of the Wishop Terms & Conditions and applies to all purchases made via our marketplace at wishop.co.za.

Wishop operates as an intermediary between Customers and independent Sellers. Each Seller is responsible for fulfilling and processing returns for their products. Wishop enforces compliance with South African law, including the Consumer Protection Act (CPA), and may step in to mediate disputes between Customers and Sellers.

1. Proof of Purchase

• All returns require proof of purchase. This may be an order confirmation, invoice, or record from your Wishop Customer Account Page.
• If no proof is provided, Wishop may assist in retrieving transaction records, but Sellers reserve the right to reject the return.

2. General Return Conditions

• Products must be unused, in original packaging, and returned with all accessories, manuals, and documentation.
• Products without original packaging (e.g. cellphone box) may be rejected at the Seller’s discretion.
• Refunds are always processed back to the original payment method used at checkout.
• Refunds are typically completed within 7–14 business days after approval. Repairs may take up to 21 business days.
• Bundled, free, or promotional items must be returned together with the purchased product in original condition.

3. Delivery Costs and Collection Fees

• Delivery costs are not refunded unless the product was defective, damaged at delivery, or incorrect.
• Collection fees may apply if couriers attempt collection more than twice and are unsuccessful due to Customer unavailability.
• If a return is rejected after inspection, a return-to-customer fee may be charged to send the product back.

4. Partial Returns and Promotions

• If only part of an order is returned and the order included promotional items or discounts, refunds will be recalculated based on the original price of the returned item(s).
• This may result in forfeiting the promotional benefit.
• Refund amounts for partial returns may vary between in-store and online calculations, depending on promotions applied.

5. Return Timeframes

• 14-day window: Customers may return most unused products (excluding non-returnable items listed below) within 14 days if:
  • The product is not what you expected.
  • The product arrived incomplete.
  • The wrong product was delivered.
  • The product was expired at delivery.
• 7-day window: Cellphones and certain electronics can only be returned within 7 days if defective at first use (“out-of-box failures”).
• 48-hour window: Ambient food products (bread, eggs, fruit, vegetables, etc.) must be reported within 48 hours of purchase or delivery if damaged, missing, expired, or incorrect.

6. Food Products

Food is classified as:

• Frozen: Stored at -12°C or below (e.g. fish, ice cream).
• Refrigerated: Chilled products requiring cold storage.
• Ambient temperature-sensitive: Bread, eggs, fruit, vegetables.
• Pantry (shelf-stable): Packaged items with long shelf life.

Rules:

• All food must be returned in the same pack size and condition in which it was sold.
• Only food that is damaged, expired, or incorrectly supplied may be refunded or replaced.
• Incorrect food items chosen by the Customer in-store or online cannot be returned.

7. Products Not Eligible for Return

The following products cannot be returned unless defective at the time of purchase:

• Perishables (frozen, refrigerated, or ambient-sensitive goods).
• Pantry goods with less than 14 days shelf life.
• Customised or made-to-order products.
• Health, beauty, hygiene, and personal care products (underwear, swimwear, toothbrushes, razors, etc.).
• Gift cards, airtime, vouchers, and digital codes.
• Copyright-protected products (software, DVDs, CDs, cartridges) unless sealed and/or defective.
• Opened alcohol, tobacco, cigarettes, baby food, supplements, medication.
• Mattresses, mattress protectors, books.
• Products containing hazardous materials (petrol, diesel-powered machinery).
• Products sold as display, demo, clearance, or “red ticket” goods with disclosed defects.

8. Third-Party Seller Products

• Some products are marked “Sold by Seller” or “Online Only” and are fulfilled by third-party Sellers.
• These cannot be returned in-store; Customers must initiate returns through their Wishop account or by contacting Wishop Support.
• Refunds are processed by Wishop once the Seller confirms assessment. Exchanges or repairs may be offered depending on Seller discretion and product type.

9. Faulty Products

Customers cannot claim faults caused by:

• Power surges, lightning, or electrical faults.
• Misuse, abuse, or negligent handling.
• Using the product contrary to its manual or intended purpose.
• Commercial use of products intended for household/domestic use.

Faulty product process:

• Within 6 months: Sellers must repair, replace, or refund defective goods at their discretion.
• After 6 months: Manufacturer or Seller warranty applies. Customer may bear repair costs if no warranty exists.
• Repairs: Typically take up to 21 business days. Third-party Seller timelines may differ.
• Bulky goods: May require on-site or online assessment by a technician arranged by Wishop or the Seller.

10. Extended Warranties

• Some products are eligible for extended warranties (up to 5 years, for domestic use only).
• Extended warranties must be purchased within 30 days of the original order, if available.
• Claims are processed via the warranty provider/insurer, not directly by Wishop.
• Extended warranties typically exclude products used in business, office, or commercial settings unless otherwise specified.

11. Replacement Policy

• If replacement is approved, the Seller will provide the same product where available.
• If discontinued or out of stock, a similar item may be offered. Customers must pay any price difference if the replacement costs more.
• Customers may alternatively request a refund instead of accepting a substitute product.
• Replaced products become the property of the Seller or Wishop.

12. Inspection and Repair Fees

• If a supplier or Seller assesses a product for repair and the Customer declines to proceed, an inspection fee may apply before the product is returned.
• Customers are responsible for safe transportation of returned products. Wishop is not liable for damages incurred during return shipping.

13. Misuse of Returns

• Wishop monitors accounts for misuse of the returns policy or free delivery benefits.
• Accounts found abusing the policy may be suspended or terminated, and Wishop reserves the right to take further action.

14. Contact

For return assistance, Customers should log into the My Orders section of their Wishop account or contact Wishop Support at support@wishop.co.za.