Refund Policy

Last updated: April 2025

1. Overview

Shiphustle procures products on your behalf from South African retailers. Because we are an intermediary and not the retailer, our refund policy covers situations within our control. We aim to resolve all refund requests fairly and promptly.

2. When Refunds Apply

2.1 Product Unavailable

If a product becomes unavailable after you place your order and before procurement is completed, you will receive a full refund of the product cost and all associated fees. A SARS-compliant credit note will be generated automatically.

2.2 Price Increase

If the procurement price is higher than the price quoted at checkout, we will notify you. You may choose to proceed with the updated price or cancel for a full refund. If you cancel, a credit note reflecting the difference will be issued.

2.3 Price Decrease

If the procurement price is lower than the quoted price, the difference will be refunded to you automatically. A credit note will be issued reflecting the reduced amount.

2.4 Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong product, contact us within 48 hours of delivery with photos of the item and packaging. We will investigate and, if confirmed, arrange a refund or replacement.

3. What Is Not Refundable

Customs duties and levies that have already been paid to authorities.
Delivery fees for orders that were successfully delivered.
Orders cancelled after procurement has been completed and the product has shipped.
Products that were correctly delivered but you changed your mind about.

4. How Refunds Are Processed

Refunds are processed via Paystack to the original payment method. Processing times:

Refund initiated: within 2 business days of approval.
Funds returned: 5–10 business days depending on your bank.

You will receive an in-app notification and email when a refund is initiated. A SARS-compliant credit note PDF is generated and available in your order details.

5. Partial Refunds

For multi-item orders, refunds are calculated per item. The invoice breakdown (product cost, delivery allocation, duties, and fees) is recalculated to determine the exact refund amount. Only the affected items are refunded.

6. Disputes

If you disagree with a refund decision, contact us at support@shiphustle.com with your order number and details. We will review your case within 5 business days.

7. Contact

For refund enquiries, email support@shiphustle.com with your order number.