Refunds and Returns

Last Updated: 31 October 2026

1. INTRODUCTION

1.1 This Refunds and Returns Policy (“Policy”) forms part of the Shop Spree Terms and Conditions and applies to all purchases made through the Shop Spree Platform.

1.2 Shop Spree operates a marketplace. In most cases, the contract of sale is between the Buyer and the Seller. Returns and refunds are therefore primarily the responsibility of the Seller, subject to the Consumer Protection Act 68 of 2008 (“CPA”) and this Policy.

1.3 This Policy sets out the minimum standards that apply. Individual Sellers may offer more favourable return terms, but may not offer terms that are less favourable than those required by the CPA or this Policy.

1.4 Nothing in this Policy limits any rights you have under the CPA or any other applicable South African law.

2. YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT

2.1 Under the CPA, you generally have the right to:

  • Receive Goods that are reasonably suitable for the purpose for which they are generally intended;
  • Receive Goods that are of good quality, in good working order, and free of defects;
  • Receive Goods that will be usable and durable for a reasonable period;
  • Receive Goods that comply with any applicable standards or the description/sample provided.

2.2 If Goods fail to meet these standards, you may be entitled to a repair, replacement, or refund, depending on the circumstances and the time that has passed since delivery.

2.3 For certain distance or electronic transactions, a cooling-off period may also apply. Where a statutory cooling-off right exists, it will be honoured.

3. CHANGE OF MIND / NON-DEFECTIVE RETURNS

3.1 Where you simply change your mind and the Goods are not defective, returns are at the Seller’s discretion unless a cooling-off right under the CPA applies or the Seller has advertised a more generous returns policy.

3.2 Where a Seller accepts a change-of-mind return:

  • Goods must be returned unused, in original packaging, with all tags, labels, and accessories intact;
  • You should request the return within a reasonable time (typically within 7 calendar days of delivery, unless the Seller states a longer period);
  • Return shipping costs are generally for the Buyer’s account, unless the Seller offers free returns.

3.3 Certain items are typically excluded from change-of-mind returns (unless defective), including:

  • Personalised or custom-made Goods;
  • Perishable goods, food, and hygiene-sensitive items (e.g. cosmetics, underwear) once opened or used;
  • Digital products, downloadable content, or software once access has been provided;
  • Goods that have been used, damaged, or altered by the Buyer;
  • Clearance, final sale, or “as is” items clearly marked as non-returnable.

4. DEFECTIVE, DAMAGED OR INCORRECT GOODS

4.1 If you receive Goods that are defective, damaged in transit, not as described, or the wrong item, you have stronger rights under the CPA.

4.2 Please notify the Seller (and Shop Spree if needed) as soon as reasonably possible after discovering the issue, ideally within 48 hours of delivery for transit damage, and within a reasonable time for latent defects.

4.3 Depending on the circumstances, you may be entitled to:

  • Repair of the Goods;
  • Replacement with the same or equivalent Goods; or
  • A full or partial refund.

4.4 For defective or incorrect Goods, return shipping costs are ordinarily for the Seller’s account (or may be arranged via Shop Spree where applicable).

4.5 You must return the Goods in the condition in which you received them, together with any packaging, accessories, and proof of purchase, unless the defect makes this impractical.

5. HOW TO REQUEST A RETURN OR REFUND

5.1 To start a return or refund request:

  1. Log into your Shop Spree account and locate the relevant order;
  2. Contact the Seller via the Platform’s messaging system and clearly state the reason for the return (change of mind, defective, damaged, incorrect item, etc.);
  3. Provide supporting information (photos of damage/defect, order number, tracking number) where relevant;
  4. Wait for the Seller’s response and follow the return instructions provided.

5.2 If the Seller does not respond within a reasonable time (typically 2–3 business days) or you cannot reach a satisfactory resolution, you may escalate the matter to Shop Spree support at info@shopspree.co.za or 060 459 2199, quoting your order number.

5.3 Do not return Goods until you have received confirmation and return instructions from the Seller or Shop Spree, unless the Goods are clearly unsafe or the Seller has already authorised the return.

6. CONDITION OF RETURNED GOODS

6.1 Returned Goods must:

  • Be in the same condition as when received (except for defects that are the reason for return);
  • Include all original packaging, tags, manuals, accessories, and free gifts where reasonably possible;
  • Not show signs of excessive use, wear, or damage caused by the Buyer.

6.2 The Seller (or Shop Spree) may inspect returned Goods. If Goods are returned in an unacceptable condition for a change-of-mind return, the return may be rejected or a restocking fee may be applied.

7. REFUND PROCESS AND TIMING

7.1 Once a return has been approved and the Goods have been received and inspected (where applicable), a refund will be processed.

7.2 Refunds are ordinarily issued to the original payment method used for the purchase. Processing times depend on the payment provider and may take several business days after the refund has been initiated.

7.3 Where only part of an order is returned, a partial refund will be issued for the relevant items. Original delivery fees may or may not be refunded, depending on the reason for the return and the Seller’s policy.

7.4 Shop Spree may facilitate the refund through its payment arrangements. In marketplace transactions, the refund is ultimately funded by the Seller (subject to any Shop Spree buyer protection programme that may apply).

7.5 You will be notified once the refund has been processed. If you do not receive the refund within a reasonable period, please contact Shop Spree support with your order details.

8. CANCELLATIONS BEFORE DISPATCH

8.1 You may request cancellation of an order before it has been dispatched by the Seller. Contact the Seller as soon as possible via the Platform.

8.2 If the order has not yet been processed or dispatched, the Seller should cancel it and a full refund will ordinarily be issued.

8.3 If the order has already been dispatched, the cancellation request will be treated as a return under the applicable sections of this Policy.

8.4 Sellers may not unreasonably refuse a cancellation request made before dispatch.

9. SELLER OBLIGATIONS

9.1 Sellers must:

  • Honour all valid return and refund requests in accordance with the CPA and this Policy;
  • Respond to return requests within a reasonable time;
  • Clearly communicate their return process and any additional favourable terms they offer;
  • Not impose terms that restrict or exclude rights granted by the CPA;
  • Bear return shipping costs where the Goods are defective, damaged, or incorrect.

9.2 Failure by a Seller to comply with this Policy or the CPA may result in Shop Spree intervening, refunding the Buyer from the Seller’s funds, suspending the Seller’s account, or taking other action.

10. SHOP SPREE’S ROLE

10.1 Shop Spree provides the Platform and may assist in resolving disputes between Buyers and Sellers. Shop Spree is not ordinarily the seller of the Goods.

10.2 Where a Buyer and Seller cannot resolve a return or refund dispute, Shop Spree may, at its discretion, review the case and make a determination based on the information provided, the CPA, and this Policy.

10.3 Shop Spree’s decision in a facilitated dispute is intended to be fair and final as between the parties on the Platform, without prejudice to any rights either party may have to pursue the matter further under applicable law.

11. EXCLUSIONS AND LIMITATIONS

11.1 This Policy does not cover:

  • Damage or defects caused by misuse, negligence, accident, or unauthorised modification by the Buyer;
  • Normal wear and tear;
  • Goods returned after an unreasonably long period without a valid reason under the CPA;
  • Returns that do not comply with the process set out in this Policy (except where the CPA requires otherwise).

12. CONTACT US

12.1 For assistance with returns or refunds:

  • First contact the Seller via the Platform;
  • If unresolved, email info@shopspree.co.za or call 060 459 2199 with your order number and details of the issue.

Shop Spree (Pty) Ltd

534 Thulo Street, Tsolo, Katlehong, 1431

Email: info@shopspree.co.za

Telephone: 060 459 2199

13. CHANGES TO THIS POLICY

13.1 Shop Spree may update this Policy from time to time. The updated version will be posted on the Platform with a revised “Last Updated” date. Continued use of the Platform after changes constitutes acceptance of the revised Policy.