SHOPCITI

RETURNS, REFUNDS AND EXCHANGES POLICY

Last updated: 1 November 2026

1. OUR COMMITMENT

At ShopCiti, we are committed to providing customers with quality products and reliable service.

This Returns, Refunds and Exchanges Policy explains how returns, refunds, exchanges and product-related complaints are handled for purchases made through the ShopCiti website.

This policy forms part of the ShopCiti Terms of Use and must be read together with our other applicable website policies.

ShopCiti operates in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act and the Electronic Communications and Transactions Act.

Nothing in this policy is intended to exclude, restrict or override any consumer rights provided by law.

2. IMPORTANT INFORMATION BEFORE REQUESTING A RETURN

Please take note of the following:

Proof of purchase is required for all return and refund requests.
Your ShopCiti order confirmation or tax invoice may be used as proof of purchase.
Products must be returned with their accessories and documentation where applicable.
Customers should retain the original product packaging where possible.
Products that are damaged, defective, incorrectly supplied or expired will be assessed in accordance with applicable consumer legislation.
Certain products may be subject to return restrictions because of hygiene, safety, legal or product-integrity requirements.
Promotional, free or bundled products may need to be returned together with the purchased product, depending on the circumstances and applicable law.
Refunds will generally be processed to the original payment method.
Refund processing times may depend on the relevant bank or payment provider.
Delivery and collection charges will be handled according to the reason for the return and applicable consumer rights.
ShopCiti may request photographs, order details or additional information to assess a return request.

3. PROOF OF PURCHASE

Customers must provide reasonable proof that the product was purchased from ShopCiti.

Acceptable proof may include:

ShopCiti order confirmation.
ShopCiti tax invoice.
Order number.
Payment confirmation linked to the order.
Other verifiable purchase records.

ShopCiti may use the customer’s account and order history to verify the purchase.

4. DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCTS

If an order arrives with a damaged, defective, incorrect or missing product, please contact ShopCiti as soon as reasonably possible.

To help us investigate the issue, please provide:

Your order number.
The name of the affected product.
A description of the problem.
Photographs of the product and packaging, where relevant.
Any other information reasonably required to investigate the matter.

Where a product is confirmed to have been damaged, defective, incorrectly supplied or missing, ShopCiti will consider the appropriate remedy in accordance with applicable consumer legislation.

Depending on the circumstances, the resolution may include:

Replacement of the affected product.
Repair, where applicable.
Refund of the affected product.
Another remedy agreed with the customer where legally permitted.

Customers will not be required to accept a substitute product without their agreement.

5. EXPIRED PRODUCTS

If a product arrives expired or past its stated expiry date, please contact ShopCiti as soon as reasonably possible.

Customers should provide:

Their order number.
The name of the affected product.
A photograph showing the expiry date.
Photographs of the product and packaging, where relevant.

ShopCiti will investigate the complaint and arrange an appropriate resolution in accordance with applicable consumer legislation.

6. PROMOTIONAL, FREE AND BUNDLED PRODUCTS

Where an order includes promotional, free or bundled products, the promotional terms may require the associated products to be returned together.

For example, where a customer purchases a qualifying bundle and subsequently qualifies for a refund relating to the transaction, the promotional benefit may need to be considered when calculating the refund.

Where only part of a promotional order is affected, ShopCiti may review the original promotional conditions when determining the appropriate refund.

Any refund calculation will be transparent and will comply with applicable consumer legislation.

This provision does not remove statutory remedies for defective or incorrectly supplied products.

7. PRODUCTS SUBJECT TO RETURN RESTRICTIONS

Certain products may be subject to return restrictions because of hygiene, safety, product integrity, legal requirements or the nature of the product.

These may include:

Opened or used personal hygiene products.
Opened cosmetics and personal care products where hygiene or safety may be affected.
Underwear, swimwear and similar intimate products.
Toothbrushes, shavers and other personal-use hygiene products once opened.
Opened alcoholic beverages.
Airtime, electronic vouchers, gift cards and digital codes once activated, redeemed or supplied, subject to applicable law.
Custom-made or personalised products, subject to applicable statutory rights.
Products sold with a clearly disclosed defect or condition, subject to applicable law.
Products that have been altered, damaged or misused by the customer after delivery.

These restrictions do not automatically exclude remedies for defective, unsafe, incorrectly described or incorrectly supplied products.

Any restriction will be applied only to the extent permitted by applicable South African legislation.

8. ALCOHOL PRODUCTS

ShopCiti may sell alcoholic beverages subject to applicable South African liquor legislation.

For hygiene, safety and product-integrity reasons, opened alcoholic beverages are not eligible for ordinary returns.

Where an alcoholic product is damaged, defective or incorrectly supplied, customers should contact ShopCiti promptly.

All liquor-related returns and refunds remain subject to applicable law.

ShopCiti reserves the right to verify the customer’s age and apply any legal restrictions relating to the sale, return or delivery of alcoholic products.

9. FAULTY OR DEFECTIVE PRODUCTS

ShopCiti takes product quality seriously.

If a product is faulty, defective, unsafe or does not comply with applicable requirements, customers should contact ShopCiti and submit a return or complaint request.

A product may be assessed to determine the nature and cause of the fault.

9.1 Circumstances That May Affect a Fault Claim

A fault claim may be affected where damage is caused by:

Misuse or abuse of the product.
Using the product for a purpose other than that for which it was manufactured.
Failure to follow manufacturer instructions.
Accidental damage after delivery.
Negligent handling or storage after delivery.
Unauthorised alterations or repairs.
Other damage caused by the customer or a third party after possession.

The cause of a fault will be assessed based on the available evidence.

Nothing in this section removes a customer’s statutory rights where a product is defective or fails to meet applicable legal requirements.

9.2 Products Returned Within Six Months

Under the Consumer Protection Act, consumers may have remedies where goods fail to meet the applicable statutory quality requirements within six months of delivery.

Subject to the applicable legal requirements and circumstances, the customer may be entitled to elect a repair, replacement or refund.

ShopCiti will assess the product and arrange the applicable remedy in accordance with the law.

9.3 Products Returned After Six Months

Where a product develops a fault after the applicable statutory period, the matter may be handled under the manufacturer’s or supplier’s warranty, where one applies.

The customer may be required to follow the relevant warranty procedure.

ShopCiti will provide reasonable assistance with the relevant supplier or manufacturer process where appropriate.

The availability and scope of a warranty will depend on the applicable product warranty terms.

10. REPAIRS AND PRODUCT ASSESSMENTS

Certain products may require technical assessment before a repair, replacement or refund can be determined.

This may apply to:

Electrical appliances.
Electronics.
Large or bulky products.
Installed products.
Products requiring specialist inspection.
Products covered by manufacturer warranties.

ShopCiti may request an online assessment, photographs, videos or an inspection by an appropriate service provider.

Where an on-site inspection is necessary, arrangements will be communicated to the customer.

Repair timeframes may vary depending on product type, supplier availability and the nature of the fault.

Where applicable, ShopCiti will communicate the expected process and any relevant updates.

11. SUPPLIER-FULFILLED PRODUCTS

Some products sold through ShopCiti may be sourced from or fulfilled through external suppliers.

The fulfilment source does not remove ShopCiti’s obligations to customers under applicable consumer legislation.

Customers should initiate returns and complaints directly through ShopCiti using the website’s available customer support channels.

ShopCiti may coordinate with the relevant supplier or manufacturer to assess the product and arrange a repair, replacement or refund.

Customers will not be required to resolve a ShopCiti purchase dispute directly with a supplier as a substitute for ShopCiti addressing its obligations.

12. DELIVERY AND COLLECTION CHARGES

The treatment of delivery and collection charges depends on the reason for the return and the applicable consumer rights.

Where a return is requested because a product is defective, damaged, incorrectly supplied or otherwise requires a remedy under applicable consumer legislation, delivery and collection costs will be handled in accordance with the customer’s statutory rights.

ShopCiti may arrange collection through its own delivery arrangements or an authorised third-party delivery provider.

Any additional collection charges will be communicated to the customer in advance and will only be imposed where reasonable and legally permitted.

13. FAILED COLLECTION ATTEMPTS

Where ShopCiti has arranged collection of a product for return, the customer must ensure that:

The product is ready for collection.
The collection address is correct.
Someone is available to hand over the product.
The product is packaged appropriately where required.

If repeated collection attempts fail because the customer is unavailable or the product is not ready, ShopCiti may contact the customer to arrange another collection.

Any additional collection fee must be reasonable, communicated in advance and permitted by applicable law.

14. RETURN REQUESTS THAT ARE NOT APPROVED

If an assessment establishes that a product does not qualify for the requested remedy, ShopCiti may decline the request, subject to applicable consumer legislation.

For example, this may apply where:

The reported damage was caused by the customer after delivery.
The product was damaged through misuse.
The product was altered or repaired without authorisation.
The complaint cannot be substantiated after a reasonable assessment.
The product does not meet the applicable legal requirements for the requested remedy.

Where a product has already been collected, ShopCiti will communicate the assessment outcome and explain the available options.

If the product needs to be returned to the customer, any applicable return delivery charge will be communicated beforehand and may only be imposed where legally permitted.

15. REFUNDS

Approved refunds will generally be processed using the original payment method.

Refund processing may depend on the bank, card provider or payment service provider involved.

Once ShopCiti has authorised a refund, the time taken for the funds to reflect in the customer’s account may vary.

Where a refund cannot be processed successfully, ShopCiti may request additional information to resolve the payment issue.

Customers should ensure that the information supplied is accurate.

Refunds will be processed in accordance with applicable consumer legislation and the relevant payment provider’s procedures.

16. PARTIAL RETURNS AND REFUND CALCULATIONS

Where only part of an order is affected, the refund will generally relate to the affected products and any other amounts that must legally be refunded.

Where an order included a promotion, discount or bundle, the refund may need to be calculated according to the original promotional conditions.

Any recalculation will be explained to the customer.

ShopCiti will not apply a refund calculation that unlawfully removes a customer’s statutory rights.

17. HOW TO REQUEST A RETURN OR REPORT A PRODUCT ISSUE

To request a return, refund, repair or replacement:

Contact ShopCiti through the customer support contact details published on our website.
Provide your order number and proof of purchase.
Identify the product concerned.
Explain the issue and the remedy you are requesting.
Provide photographs or supporting information where relevant.
Wait for ShopCiti to review the request and provide the next steps.

Customers should not send products to an address without first receiving return instructions from ShopCiti.

18. PRODUCT PACKAGING AND ACCESSORIES

Customers should return products with their original packaging, accessories, manuals and documentation where applicable.

ShopCiti may request the original packaging when necessary to assess or safely transport a product.

Missing packaging or accessories may affect the assessment of a return where relevant and legally permitted.

However, original packaging will not automatically be required where doing so would unlawfully restrict a customer’s statutory rights relating to defective or incorrectly supplied goods.

19. CUSTOMER RESPONSIBILITY DURING RETURNS

Customers must take reasonable care of products while they remain in their possession and while a return is being arranged.

Customers should:

Avoid further use of a product that is reported as defective.
Keep products and accessories together.
Retain relevant packaging where possible.
Follow reasonable return instructions.
Provide accurate information about the reported issue.
Ensure products are packaged safely for collection.

ShopCiti may request further information where necessary to investigate a return.

20. REFUND AND REPAIR TIMEFRAMES

The time required to complete a return, refund, replacement or repair depends on the nature of the complaint and the service providers involved.

Refunds may be delayed by payment provider or banking processing times.

Repairs may depend on supplier assessments, parts availability and manufacturer processes.

ShopCiti will make reasonable efforts to keep customers informed of material delays.

Any applicable statutory timeframes and obligations will take precedence over estimated operational timeframes.

21. MISUSE OF THE RETURNS POLICY

ShopCiti may investigate repeated or suspicious return activity, including:

False claims of missing or damaged products.
Deliberate damage to products after delivery.
Repeated fraudulent refund requests.
Abuse of promotional or free-product offers.
Attempts to obtain refunds for products not purchased through ShopCiti.

Where there is reasonable evidence of fraud or misuse, ShopCiti may take appropriate action, including restricting account access or referring the matter to the relevant authorities where appropriate.

Any action will be subject to applicable law and will not remove legitimate consumer rights.

22. CUSTOMER SUPPORT

Customers are encouraged to contact ShopCiti directly when experiencing problems with an order, product or delivery.

When submitting a complaint, please provide:

Your full name.
Contact details.
Order or reference number.
A description of the issue.
Supporting photographs or documents, where relevant.
Your requested resolution.

ShopCiti will review complaints and make reasonable efforts to resolve them fairly and efficiently.

Customers retain the right to approach the relevant consumer protection authorities or recognised dispute resolution bodies where applicable.

23. YOUR STATUTORY CONSUMER RIGHTS

This policy must be read together with the Consumer Protection Act and other applicable South African legislation.

Customers may have rights relating to:

Goods that are defective or unsafe.
Goods that do not meet applicable quality requirements.
Goods that do not correspond with their descriptions.
Electronic transactions and applicable cancellation rights.
Repairs, replacements and refunds.
Other remedies available under consumer protection legislation.

Nothing in this policy is intended to waive, restrict or exclude any right that cannot legally be excluded.

Where this policy conflicts with applicable legislation, the legislation will prevail.

24. POLICY UPDATES

ShopCiti may update this policy from time to time to reflect changes to its operations, products, services or legal requirements.

The latest version will be published on the ShopCiti website with the applicable revision date.

Customers are encouraged to review the policy periodically.

25. CONTACT INFORMATION

Business / Trading Name: ShopCiti

Website: https://shopciti.co.za

Customer Support Email: support@shopciti.co.za

WhatsApp: 27 81 668 0114

Returns and Refunds: Contact ShopCiti through the official customer support channels published on the website.

END OF RETURNS, REFUNDS AND EXCHANGES POLICY