1. Overview

Shiphustle facilitates the procurement of goods from South African retailers and the cross-border delivery of those goods to customers. Shiphustle may purchase goods on a customer’s behalf and coordinate customs clearance and delivery through independent courier and logistics partners.

Because Shiphustle operates as an intermediary and service facilitator, the availability of a refund, replacement, return, repair, credit or other remedy may depend on the circumstances of the order and, where applicable, the policies or decisions of the relevant retailer, marketplace, courier, logistics provider, insurer, payment provider or competent authority.

Nothing in this Refund Policy is intended to exclude or limit any rights or remedies that a customer may have under applicable law.

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2. Refunds Before Procurement

Where an item has not yet been procured from the relevant retailer, Shiphustle may be able to cancel the item and refund the applicable amount, subject to the circumstances of the order.

2.1 Item Unavailable

If an item becomes unavailable at the time of procurement, Shiphustle will remove the item from the order and refund the applicable amount paid for that item, subject to the applicable order calculation. A credit note will be generated and made available in the customer’s order details where this functionality is available.

2.2 Procurement Price Increase

If the actual procurement price is higher than the price quoted to the customer at checkout and Shiphustle is unable to proceed at the quoted price, the affected item may be removed from the order and the applicable amount refunded. Where appropriate, Shiphustle will notify the customer of the issue.

2.3 Procurement Price Decrease

The amount paid at checkout remains the agreed transaction price. A reduction in the retailer’s price after checkout does not automatically create an entitlement to a refund of the difference.

2.4 VAT or Tax Confirmation

Where an amount relating to destination tax or VAT has been charged as a precaution because the applicable tax treatment could not be confirmed at checkout, Shiphustle may subsequently adjust or refund the amount if the relevant tax treatment is confirmed and an adjustment is appropriate. Any such adjustment will be communicated to the customer and, where applicable, supported by a credit note.

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3. Issues After Procurement

Once an item has been procured, Shiphustle may no longer be able to cancel the purchase directly. However, this does not prevent a customer from reporting an issue or requesting assistance.

Where an item is incorrect, defective, damaged, lost, not delivered, materially delayed, or otherwise affected by an order or delivery issue, customers should contact Shiphustle as soon as reasonably possible. Shiphustle will assess the matter and, where appropriate, pursue a resolution with the relevant retailer, courier, logistics provider, insurer, payment provider or other third party.

3.1 Incorrect or Defective Items

If a customer receives an incorrect item, defective item or item that materially differs from what was ordered, Shiphustle will investigate the matter and, where reasonably necessary, communicate with the relevant retailer or other responsible service provider to seek an appropriate remedy.

Depending on the circumstances, the remedy may include a refund, replacement, repair, return, credit or other remedy offered or approved by the relevant retailer or service provider. The availability of a particular remedy may depend on the retailer’s applicable policies and applicable law.

3.2 Loss, Damage or Non-Delivery

Where an order is lost, damaged or not delivered, Shiphustle will investigate the delivery status and coordinate with the relevant courier or logistics provider.

Where the relevant courier or logistics provider maintains appropriate in-transit insurance or other applicable coverage, Shiphustle may assist the customer in pursuing an insurance or compensation claim. Shiphustle does not guarantee the outcome, amount or timing of any claim determined by an independent courier, insurer or other third party.

3.3 Delivery Delays

Delivery dates and times are estimates and may be affected by customs processing, border procedures, courier operations, weather, operational disruptions and other circumstances outside Shiphustle’s reasonable control.

A delay does not automatically entitle a customer to a refund. Where a delivery is materially delayed or otherwise requires intervention, Shiphustle will use reasonable efforts to investigate and assist with resolution.

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4. Customer Support and Resolution

Where a customer experiences an issue relating to an order, including an incorrect item, defective item, non-delivery, delay, loss, damage, return, refund or other service-related matter, Shiphustle will act as the customer’s primary point of contact and will use reasonable efforts to assist the customer in seeking an appropriate resolution.

Because Shiphustle may purchase goods from retailers on behalf of customers and may therefore hold the direct relationship with the retailer or other service provider, Shiphustle will, where reasonably necessary, communicate with the relevant retailer, marketplace, courier, logistics provider, insurer, payment provider or other third party on the customer’s behalf.

This assistance may include investigating the issue, submitting or escalating complaints, requesting refunds or replacements, coordinating returns, following up on deliveries, providing relevant transaction information and assisting with loss, damage or insurance claims.

The customer must provide any information, photographs, documentation or other reasonable assistance required for Shiphustle to pursue the matter.

Shiphustle will keep the customer reasonably informed while the matter is being addressed. However, Shiphustle cannot guarantee a particular outcome where the final decision or remedy is controlled by a retailer, courier, insurer, customs authority, payment provider or other independent third party.

Nothing in this clause limits any rights or remedies available to the customer under applicable law.

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5. Returns and Exchanges

Shiphustle does not operate a general customer-initiated returns or exchange service for goods that have been correctly procured and delivered.

However, where a customer reports an incorrect, defective, damaged or otherwise materially non-conforming item, Shiphustle may coordinate with the relevant retailer or service provider to determine whether a return, replacement, repair, refund or other remedy is available.

Customers should not return goods directly to a retailer or courier unless Shiphustle or the relevant service provider has provided instructions to do so.

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6. What Is Generally Not Refundable

Subject to applicable law and the circumstances of the order, the following amounts will generally not be refundable:

• Platform service fees — these cover the services provided by Shiphustle, including procurement facilitation, order coordination and platform services, and are generally non-refundable once those services have been performed.
• Correctly delivered goods — a change of mind or decision that the customer no longer wants a correctly delivered product does not automatically create a right to a refund.
• Customs duties, taxes and levies that have already been paid to or collected by the relevant authority, except where an applicable authority, provider or law permits or requires recovery or adjustment.
• Delivery fees where the delivery service has already been successfully performed, except where a refund is otherwise required or approved due to the circumstances of the order.

These exclusions do not prevent Shiphustle from assisting with a claim or remedy where an item or delivery is affected by loss, damage, non-delivery, defect, incorrect fulfilment or another qualifying issue.

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7. Order Modifications and Substitutions

Order modifications and item substitutions are generally not supported after an order has been submitted. Shiphustle may, at its discretion, assist where an order has not yet been processed or where the relevant retailer permits a change.

Where a customer requires a different product, the customer may need to cancel the original order where cancellation is available and place a new order.

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8. Partial Refunds

For multi-item orders, refunds may be calculated on an item-by-item basis. Where an item is removed, cancelled or otherwise qualifies for a refund, Shiphustle will determine the applicable amount by reference to the relevant order components, including product price, delivery charges, duties, levies, taxes and applicable service fees.

The removal or refund of one item does not necessarily result in cancellation of the remaining items in the order. Remaining items may continue to be procured and delivered.

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9. How Refunds Are Processed

Where Shiphustle approves a refund, the refund will generally be processed through the original payment method used for the transaction, subject to the payment provider’s procedures and requirements.

• Refund initiation: Shiphustle will generally initiate an approved refund within 2 business days, subject to verification and any information required to process the refund.
• Funds received: once initiated, the time for funds to reflect in the customer’s account depends on the payment provider and financial institution. Shiphustle does not control the final processing time.

Where supported by the platform, the customer will receive an in-app notification when a refund is initiated and a credit note or other relevant transaction document may be made available in the order details.

Shiphustle does not store full card numbers. Payment processing is performed by the applicable payment service provider in accordance with its terms and security procedures.

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10. Claims and Customer Assistance

Customers should report order-related issues to Shiphustle as soon as reasonably possible after becoming aware of the issue. This enables Shiphustle to investigate the transaction and, where applicable, preserve the customer’s ability to pursue a remedy with the relevant retailer, courier, insurer or other provider.

Depending on the nature of the issue, Shiphustle may request photographs, videos, delivery information, packaging information, order details, receipts, correspondence or other reasonable documentation necessary to investigate or pursue the matter.

Where a third party controls the final remedy, Shiphustle will use reasonable efforts to advocate on the customer’s behalf and pursue an appropriate resolution, but cannot guarantee that the third party will approve a refund, replacement, repair, compensation or insurance claim.

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11. Customs Duties, Taxes and Levies

Cross-border orders may be subject to customs duties, taxes, levies, import charges and other amounts imposed by the relevant authorities. These amounts may depend on the classification, declared value, origin, destination and other characteristics of the goods.

Customs authorities may reassess or adjust amounts calculated or estimated before clearance. Shiphustle cannot guarantee that customs authorities will accept an estimated duty, tax or levy calculation.

Where duties, taxes or levies have already been paid to a customs authority, any refund or recovery may be subject to the procedures and decision of that authority. Shiphustle may assist customers in seeking an applicable adjustment where reasonably possible.

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12. No Guaranteed Third-Party Outcome

Shiphustle may communicate and advocate on behalf of customers with retailers, marketplaces, couriers, logistics providers, insurers, payment providers and other third parties. This assistance is intended to facilitate a fair and efficient resolution but does not give Shiphustle control over a third party’s decision.

Where a retailer, courier, insurer, customs authority, payment provider or other independent third party determines whether a refund, replacement, compensation, return, repair or insurance payment will be made, Shiphustle cannot guarantee the outcome or amount determined by that party.

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13. Disputes and Review

If you disagree with a refund decision or believe that an order issue has not been appropriately addressed, contact support@shiphustle.com with your order number and relevant details.

Shiphustle will review the matter and will generally provide an initial response within 5 business days. Additional time may be required where the matter depends on a retailer, courier, insurer, customs authority, payment provider or other third party.

Nothing in this Refund Policy limits any rights or remedies available to the customer under applicable law.