Shiphustle

Refund Policy

Refund Policy

Last updated: May 2026

1. Overview

Shiphustle procures products on your behalf from South African retailers (including Amazon SA, Takealot, and Makro). 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 Item Unavailable

If an item is unavailable at the time of procurement, it will be removed from your order and a refund issued for that item. A credit note will be generated automatically and made available in your order details under the Documents section.

2.2 Price Increase

If the actual procurement price is higher than the price quoted at checkout, you will be notified and a refund will be issued for that specific item. A credit note will be generated automatically.

2.3 Price Decrease

The price paid at checkout remains the final charged price, even if the actual procurement price is lower.

3. What Is Not Refundable

  • Platform service fee — this covers the cost of facilitating your order (procurement, coordination, and platform services) and is non-refundable even if items are removed or the order is cancelled.
  • Items already procured — once an item has been purchased from the retailer, refunds are no longer possible for that item.
  • Customs duties and levies that have already been paid to authorities.
  • Delivery fees for orders that were successfully delivered.
  • Change of mind — products that were correctly delivered but you no longer want. Returns and exchanges are not supported.

4. Order Modifications

Order modifications and item substitutions are not supported. We cannot change, swap, or replace items on your behalf. If you need a different item, you will need to receive your refund (if eligible) and place a new order.

4. How Refunds Are Processed

Refunds are processed via Paystack to the original payment method (the card used for the transaction). Processing times:

  • Refund initiated: within 2 business days of approval.
  • Funds returned: 5–14 business days depending on your bank.

You will receive an in-app notification when a refund is initiated. A credit note PDF is generated and available in your order details under the Documents section.

5. Partial Refunds

For multi-item orders, refunds are calculated per item. The invoice breakdown (product cost, delivery, duties, levies, and taxes) is recalculated for the remaining items to determine the exact refund amount. Only the affected items are refunded; the remaining items continue to be procured and delivered.

6. Delivery

Delivery times are estimates and may vary depending on courier availability, customs processing, and other logistical factors. Shiphustle does not guarantee specific delivery dates. Import duties and levies are calculated based on HS code classification and may be adjusted by customs authorities.

7. 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.

8. Contact

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