At Shopciti, we want you to be completely satisfied with your purchase. We understand that sometimes an item might not be exactly what you expected. This policy outlines our guidelines for returns and refunds, ensuring a smooth process for all our customers, including those who make guest purchases.
1. General Return Conditions
- Eligibility Window: You may return most new, unopened items within 14 calendar days of delivery for a full refund.
- Proof of Purchase: All returns must be accompanied by a valid proof of purchase. This can be your order confirmation email, delivery note, or payment receipt. For guest purchases, please ensure you retain the email confirmation or a screenshot of your order details as this will be your primary proof.
- Item Condition: Returned items must be in their original, unused, and re-sellable condition, with all original tags, packaging, and accessories intact. Items that show signs of wear, damage, or alteration won’t be accepted for a refund.
- Packaging: Please ensure items are securely packaged to prevent damage during return shipping. We recommend using the original packaging if possible.
2. How to Initiate a Return
- Contact Us: To start a return, please contact our customer service team via email at returns@shopciti.co.za or through our website’s contact form.
- Provide Information: When contacting us, please provide the following details:
- Your Order Number (essential for both registered users and guest purchasers).
- Your Full Name (as it appears on the order).
- Email Address used for the purchase.
- Reason for Return.
- Proof of Purchase (attach a copy of your order confirmation, delivery note, or receipt).
- Return Authorization: Once we receive your request and verify your purchase, we’ll provide you with a Return Authorization (RA) number and instructions on how to send your item back to us. Please don’t send items back without an RA number, as this may delay or prevent your refund.
- Shipping the Item: You’re responsible for the shipping costs associated with returning the item unless the return is due to an error on our part (e.g., wrong item received, defective product). We recommend using a trackable shipping service as we can’t be responsible for returns lost in transit.
- Collection Fees: Shopciti reserves the right to charge a collection fee if our couriers have experienced more than 2 (two) failed attempts to collect the products being returned from you.
3. Refunds
- Processing Time: Once your return is received and inspected, we’ll send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
- Original Payment Method: Refunds will only be issued to the original payment method used for the purchase. If the original payment method is no longer available (e.g., expired card), please contact us to discuss alternative arrangements.
- Guest Purchases: For guest purchases, the refund will be processed to the card or payment account used at the time of purchase. Please ensure that the card or account is still active and accessible.
- Delivery Costs: Delivery costs incurred during the original purchase won’t be refunded. Original shipping costs are non-refundable unless the return is due to an error on our part or a defective product.
- Return to Customer Fee: If your product has been collected, processed, and the return isn’t approved by Shopciti, in its sole discretion, a return to customer fee may be applicable for us to deliver the product back to you.
- Partial Returns & Promotions: Refund calculations on partial return orders may temporarily vary between our stores and online. Kindly note that if you return only a part of your online order and your online order included products on promotion, your partial return will result in a forfeiture of the promotion benefit and your refund will be calculated based on the original product price.
4. Non-Refundable Items
The following items are not eligible for return or refund:
- Pantry Items: Shelf-stable products with less than 14 days’ shelf life, or those not in original packaging, or if packaging is damaged/dented.
- Digital Products/Downloads: Including e-books, software licenses, gift cards, or any other downloadable content.
- Airtime, Gift Cards, and Virtual Vouchers/Coupons.
- Perishable Goods: Such as flowers or certain groceries (excluding pantry items as specified above).
- Intimate or Hygienic Products: Such as underwear, swimwear, earrings, cosmetics, and personal care items, for health and hygiene reasons, if the original packaging or seal has been broken or removed.
- Baby food and related baby care products.
- Medication and supplements.
- Open Alcohol.
- Customized or Personalized Items: Products that have been specifically made or altered to your specifications.
- Sale Items/Clearance: Items purchased during a final sale, clearance, or marked as “non-returnable” at the time of purchase.
- Items Without Original Packaging/Tags: If the original packaging, tags, or accessories are missing, damaged, or altered.
- Items Damaged by Misuse: Products that have been damaged due to misuse, neglect, accident, or unauthorized repair.
- Gift Cards: Gift cards purchased from Shopciti are non-refundable.
5. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us immediately within 7 days of delivery. Provide your order number, a description of the issue, and clear photographic evidence of the damage or defect. We’ll work with you to arrange for a replacement, repair, or full refund, including return shipping costs if applicable.
6. Exchanges
We don’t offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above for the unwanted item and place a new order for the desired item.
7. Misuse of Policy
Should Shopciti determine a customer misuses or purports to misuse the policies and free delivery mechanism, Shopciti shall in its sole discretion reserve its right to suspend the customer’s account and to take further action it deems appropriate.
8. Changes to This Policy
Shopciti reserves the right to modify this return and refund policy at any time. Any changes will be posted on our website, and the updated policy will apply to all purchases made after the effective date of the change.
9. Contact Us
If you have any questions about our Return and Refund Policy, please contact us at:
Email: returns@shopciti.co.za
Website: www.shopciti.co.za