Returns, Refunds & Warranty Policy

1. Start a return

Email hello@shopxp.co.za with your order number, the product, the reason for return and relevant photographs or video. We will provide instructions and, where applicable, a return authorisation and collection option.

Do not send goods to a distributor, courier depot or unconfirmed address. A return is completed only after the goods are received and assessed where an assessment is reasonably necessary.

2. Online-purchase cooling-off right

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase without reason within seven days after receiving the goods. The only charge that may be imposed for that cancellation is the direct cost of returning the goods.

We will refund the payment as required by law after cancellation and return of the goods. Statutory exclusions can apply, including certain personalised goods, goods that cannot be returned by their nature, rapidly perishable goods, unsealed software or recordings and other excluded transactions.

3. Change-of-mind returns outside a statutory right

Outside a statutory cooling-off or other legal right, ShopXP may approve an unused, complete and resaleable return requested within 14 calendar days of delivery. Approval is discretionary and may be subject to the reasonable return cost and any lawful deduction for diminished value caused by handling beyond what was necessary to inspect the product.

Original packaging, manuals, accessories, promotional items, serial numbers and seals should be included. This section does not limit rights relating to defective, unsafe, unsuitable or misdescribed goods.

4. Defective, unsafe or unsuitable goods

Under the Consumer Protection Act's implied warranty of quality, qualifying consumers may return goods that fail to meet statutory quality standards within six months after delivery and choose repair, replacement or refund, subject to the Act. We may inspect or obtain a technical assessment to determine the cause of failure.

The statutory remedy may not apply where the problem results from misuse, abuse, unauthorised alteration, accidental damage, incompatible equipment, power surge, failure to follow instructions or ordinary wear and tear. A manufacturer warranty may provide additional cover.

5. Wrong, incomplete or transit-damaged orders

Tell us promptly if the wrong item arrived, an item is missing or the parcel was damaged in transit. Keep the product and packaging and provide reasonable evidence so that we can investigate. If ShopXP supplied the wrong or damaged goods, ShopXP will bear the reasonable return or collection cost and provide the applicable remedy.

6. Products with return restrictions

• Personalised, made-to-order or specially procured goods, except where defective or another statutory right applies.
• Software, licence keys, digital products, audio or video recordings after a seal or activation code has been opened or used, where law permits the restriction.
• Consumables, hygiene-sensitive goods or goods that deteriorate rapidly after opening, where law permits the restriction.
• Goods damaged by improper installation, misuse, neglect, unauthorised repair or failure to follow manufacturer requirements.
• Gift cards, redeemed XP, promotional entitlements or free gifts except as required by law or when returned with the qualifying purchase.

7. Assessment, repair and replacement

We will keep you reasonably informed during an assessment. If a claim is valid, the available remedy will follow applicable law. If a product is repaired under the Consumer Protection Act, the repaired part and labour carry the statutory warranty applicable to that repair.

If no defect is found or the issue falls outside statutory or manufacturer cover, we will explain the outcome and may charge only a previously disclosed and lawful diagnostic, collection or redelivery cost.

8. Refunds

Approved refunds are returned to the original payment method unless law permits and you agree to another method. Bank and payment-provider processing times are outside our direct control after the refund is initiated.

A refund normally covers the amount lawfully due for the returned goods and any other amount required by law. Original delivery charges and return costs are treated according to the reason for return and applicable statutory rights.

9. XP and returns

XP earned on cancelled, refunded or returned merchandise is cancelled or reversed. Pending XP will not become available. If XP was redeemed on an order that is later cancelled or refunded, eligible XP is restored according to the ledger rules after the return and refund are finalised.

Where only part of an order is returned, XP adjustments are proportional to the affected qualifying merchandise and discounts.

10. Your rights come first

Nothing in this policy limits a right or remedy you have under the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable law. If this policy conflicts with a mandatory legal right, the legal right prevails.