đź’Ž RETURNS & REFUNDS POLICY
At Shopciti, your satisfaction matters.
We aim to make every shopping experience smooth, reliable, and fair. If you are not fully satisfied with your purchase, this policy explains how returns and refunds are handled.
This policy applies to all customers, including guest checkout purchases.
1. RETURN ELIGIBILITY
You may return eligible items under the following conditions:
- Returns must be made within 14 calendar days of delivery
- Items must be unused, unopened, and in resellable condition
- All original packaging, tags, and accessories must be included
- Proof of purchase is required (order confirmation, receipt, or delivery note)
For guest users, please retain your order confirmation email as your proof of purchase.
2. HOW TO START A RETURN
To initiate a return:
Contact Us
Email: returns@shopciti.co.za
or use our website contact form
Include the following:
- Order number
- Full name used on order
- Email address used for purchase
- Reason for return
- Proof of purchase
Return Approval
Once your request is reviewed, we will issue a Return Authorisation (RA) number and return instructions.
Items sent without an RA number may be delayed or rejected.
Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a trackable courier service
- Shopciti is not responsible for lost return parcels
A collection fee may apply if courier collection fails more than 2 times
3. REFUNDS
Processing Time
Once your return is received and inspected:
- Refund approval or rejection will be communicated via email
- Approved refunds are processed within 7–10 business days
Refund Method
- Refunds are issued to the original payment method only
- If the original method is unavailable, alternative arrangements may be made
For guest checkouts, refunds are processed to the original payment account used at purchase.
Delivery Fees
- Original delivery charges are non-refundable
- Unless the return is due to Shopciti error or defective product
Partial Returns & Promotions
If only part of an order is returned:
- Promotional discounts may be reversed
- Refunds will be recalculated based on original item pricing
4. NON-REFUNDABLE ITEMS
The following items cannot be returned or refunded:
- Perishable goods (including items close to expiry)
- Pantry items with damaged or opened packaging
- Digital downloads, vouchers, and gift cards
- Airtime and virtual products
- Personal hygiene items once opened
- Baby food and baby care products
- Medication and supplements
- Alcohol products
- Custom or personalised items
- Clearance or final sale items marked non-returnable
- Items without original packaging or tags
- Items damaged through misuse or negligence
5. DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective product:
- Report within 7 days of delivery
- Provide order number + photos of the issue
We will offer:
- Replacement (where possible)
- Repair
- Or full refund (including return shipping where applicable)
6. EXCHANGES
We do not offer direct exchanges.
To exchange an item:
- Return the original item
- Place a new order for the desired product
7. POLICY MISUSE
Shopciti reserves the right to:
- Suspend accounts involved in policy abuse
- Refuse returns in cases of fraud or misuse
- Take further action where necessary
This includes abuse of promotions, delivery benefits, or refund systems.
8. POLICY UPDATES
We may update this policy at any time.
Changes will apply to all purchases made after the updated date.
9. CONTACT US
If you have any questions:
Email: returns@shopciti.co.za
WhatsApp: 081 668 0114
Website: www.shopciti.co.za
