Refund policy

Returns, refunds and exchange policy

We want you to be as in love with your purchase. So, if something isn’t quite right, we’re happy to offer a refund or exchange (where possible) within 30 days in accordance with our Returns Policy:

• • You are required to notify Shoppers Pal within 7 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

• To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

• Refund generally takes up to 2 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

• A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Faulty or Damaged in Transit Products:

• Send us an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also provide a brief explanation of fault and what you would prefer in the way of compensation or replacement parts/product. - We will assess each situation on a case by case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.

• Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by you for return postage will not be refunded if a return label has been provided.

Missing or Damaged Parts:

• If a single part is missing or damaged, please specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, mark the part in manual and send us picture of it.
• Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.

Returns and Refund Procedure:

All refunds are given in the form of credit. This will be issued in a credit invoice weekly. In all cases please email us and we will advise if the product needs to be returned. 

Recalls:

• In the event of a recall, we will advise of the procedure.

Discount Buy 14-day Change of Mind Policy.

• We only accept change of mind within 14 days after the item is delivered
• For COM (Change of Mind) product has to be in original packaging and tags in-tact (including any package seals, if any, being unbroken) and undamaged.
• We will notify as to whether or not we require the product to be returned to us. Please do not return the product to us without our prior consultation – credit will not be given in this case.
• We will refund the total order amount if approved MINUS initial postage and restocking fee of 15% on certain items.
• You may be provided with a product exchange, refund or store credit at our discretion only when the returned product is received, and it complies with the requirements of our above clause.
• You will be responsible for the cost and risk of returning goods, including the cost of return shipping.