How to make sure your return is hassle-free

For a quick and easy return, make sure: 

the item is returned in its original product packaging and is unused;

the tags are still on, and it hasn’t been worn – it's okay to try things on, but it’s not okay to wear an item and then try to return it;

you return all the parts of the item you received;

you’ve kept to the time limits; and

the item is not a non-returnable item.

Time limits

If we deliver the wrong item to you, your item arrives damaged on delivery, your item is missing parts, or you changed your mind and you no longer want the item, you must return it to us within 30 days of delivery. You must return defective items within 6 months of delivery.

Prepare your return

Please package your return carefully to prevent damage during transit. 

You must return the item in its original product packaging with all the accessories and parts included, and all seals must be intact (if applicable). If you don’t, we will not accept the return and will send the item back to you. However, you may log the return again if you can do so with all the missing packaging and parts, but we may charge you a fee for collecting the item from you and, where applicable, a fee for delivering the same or a replacement item back to you.

Wrong item, damaged on delivery, or missing parts

If we deliver the wrong item to you, your item arrives damaged on delivery, or your item is missing parts, you must return it to us within 30 days of delivery.

We can replace the item, credit your WeShopSA account with the purchase price, or refund you – it’s your choice. However, if we do not have replacement stock available, we’ll rather credit your WeShopSA account.

An item will not be considered as damaged on delivery if, for example, the item:

is damaged by you;

is damaged due to electrical surges; or

works as described on our website, but you’re using it for an unintended purpose.

You changed your mind

If you simply changed your mind and you no longer want the item, you must return it to us within 30 days of delivery.

Defective items

You must return defective items within 6 months of delivery.     

When we receive the item, we’ll inspect it. If we accept the return, you must choose whether we should repair or replace the item, credit your WeShopSA account with the purchase price, or refund you. Keep in mind that not all defects can be repaired, and we may not always have replacement stock available.

A defective item will not be accepted if the item:

is faulty due to normal wear and tear (that means the normal damage that occurs over time);

is damaged by you  or you didn’t take good care of it;

is damaged by electrical surges or sea air corrosion (like rust);

is damaged because you modified it; or

works as described on our website, but you’re using it for an unintended purpose.

Warranty items

Extended warranties

Some items have extended warranties. So, while you have up to 6 months to return a defective item, certain items may have warranties that extend beyond 6 months. This information will be on the product description page. Please make sure you understand the terms and conditions of those extended warranties.

Here’s how we deal with extended warranty returns:

You must log your return with us as soon as possible if an item becomes defective more than 6 months after delivery.

We’ll help you return the item to the supplier for free.

The supplier will then inspect the item and decide whether to accept the return. They may charge you an evaluation fee.

If the supplier accepts the return and offers to repair or replace the item and this takes longer than 21 days from when the item is received at the supplier’s returns evaluation facility, we’ll offer you credit or a refund directly from WeShopSA.

Direct warranties

Some items have manufacturer warranties. With a manufacturer warranty, the manufacturer handles the return of any defective items themselves.

When you log the return of a defective item with a manufacturer warranty, you will receive the contact details of the relevant manufacturer. You must then contact that manufacturer directly.

Bundles

Here is how we handle returns for bundles:

A Bundle Deal

is an assortment of items that WeShopSA or you combine into a single bundle (as described on our website). You may return a whole Bundle Deal or any of the items in the bundle to us. If we accept your return, we will credit your WeShopSA account with the price you paid (after any applicable discounts have been applied).

A Pre-packed Bundle

is an assortment of items that a supplier combined into a single unit. Unless we say otherwise, you can only return a Pre-packed Bundle if you return all the items that formed part of that bundle to us. We may refuse the return if you only send back some of the items.

We will investigate the problem and, if you qualify for a return, you can choose if you want a replacement or a refund.

Items that store data

If you return an item that stores data, you will have to give us your unlock codes or passwords – we just want to assess your return. If you decide not to provide us with access, we can refuse your return because it’s the only way we can assess your device.  

When assessing your return, we might need to perform a factory reset which means that you could lose the data on your device. Please ensure that you’ve made backups.

Wrong item returned

You must return the correct item. Please contact us immediately if you have returned the wrong item because we dispose of incorrect returns. We cannot guarantee that we will find your item and unfortunately, we will not pay for lost items. If we find it, you will have to collect it.

Taking back your item

If we reject your return, we will send the item back to you. If we can’t deliver the item to you within 30 days of its return having been rejected, for example because you are unavailable or you refuse delivery, we will consider the item abandoned and may dispose of it.

Collection or delivery

When you log a return you can select your return method. We can either arrange to collect the item from you, or you can return it to any WeShopSA pickup point. If you choose to return the item to a pickup point you must do it within 7 days of logging the return. 

We must collect large items and alcohol – you don’t have the option to return them to our pickup points.

Non-returnable items

Items you cannot return are marked as non-returnable on the product description page. There are exceptions, such as if we delivered the wrong item, if the item arrives damaged on delivery, or if it is defective.  If you’re unsure whether your return will be successful, please contact us and we can figure it out together. For example,

For health and safety reasons we won’t accept returns of:

intimate items, underwear, swimwear and jewellery

foodstuff, beverages or other items intended for everyday consumption

If you can download or open it, you can’t return it:

digital items, such as electronic vouchers, gaming codes or other digital downloads

audio or video recordings or computer software that has been unsealed

books and periodicals (magazines, newspapers, journals)

If you put your name on it, it’s yours forever:

any item that has been personalised for you or made to your specifications

Exchanges

Got the size or colour wrong? You can exchange clothing, sportswear, and shoes for a different size or colour.

Credit and refunds

When you log your return, you can choose whether we must credit your WeShopSA account, refund you the same way you paid, or replace the item.

If your return is accepted and you want us to credit your WeShopSA account, we will load your credit within 2 business days after your return is accepted. You will have 3 years to use that credit. If you don’t use your credit within 3 years or ask us for a refund during this time, you will lose that credit (yup, we can’t imagine that being a problem either).

If you want us to refund you, we will refund you the same way you paid. Funds can take 3 to 5 business days to reflect in your account and are subject to your bank or payment provider’s processing times. If your original payment method is not available, we will ask you for your bank details which we will have to verify before we can refund you. This could take a little longer than 5 days. 

If you made a donation with your purchase, we’ll subtract that amount from your refund or credit amount.

If you paid with a coupon or voucher

If you paid for your items with a voucher and you want to return or cancel your whole order or some of the items in your order, we’ll load the value of the voucher you used as non-refundable credit on your WeShopSA account.

For example, if you used a R100 voucher to buy a R500 item that you return, we’ll load the R100 onto your WeShopSA account as non-refundable credit, and you can choose whether we credit your WeShopSA account or refund you the remaining R400.

If you paid with a coupon and you want to return or cancel your whole order or some of the items in your order, we will issue a new coupon with the coupon value you spent, and that coupon will have its own terms and conditions that may differ from the terms and conditions of your original coupon.

For example, if you used a R100 coupon to buy a R500 item that you return, we’ll issue a new coupon to the value of R100, and you can decide whether we credit your WeShopSA account or refund the remaining R400. 

Or, if you use a R250 coupon to buy two items of R125 each and only return one, we’ll issue a new coupon to the value of R125 with its own terms and conditions.