Cancellation before shipment (Only valid on orders placed & delivered in South Africa):
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support@shopmato.com or call us on +27 87 351 5116
In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
How will I get refunded for the cancelled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
For payments done through credit/debit cards or online banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
In addition, we also provide the hassle-free option of refund through shopmato wallet, which can be used during future purchases.
What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order. If you had redeemed loyalty points for an order, the same amount will be credited back to your account in the case of a cancellation.
Returns, Replacements and Refunds
How do I return an item purchased on shopmato.com?
South African Orders:
shopmato.com offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order Via Email to our Customer support team at support@shopmato.com within 15 business days of receiving the order.
Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement only if the products are received by us in their original packaging with their seals, labels and bar codes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount for the items being replaced .
International Orders:
Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state/ expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [NB: Opened or used products will not be accepted as returns.]
If a return is accepted, shopmato.com will replace or refund the invoiced rand value for, the damaged / defective / expired / wrong product.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
Product is damaged due to misuse/overuse
Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered with.
Defective products that are not covered under Seller/Manufacturer’s warranty
Product is used or altered
If request is initiated after 15 business days of order delivery
Free product provided by brand.
Categories not eligible for Return:
Customized Products cannot be returned since they are available during select promotions and ordered on demand
Personal care appliances cannot be returned due to hygiene issues
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 15 days of receiving the order:
Follow the following steps:
Step 1: Share an email to our customer support team at support@shopmato.com within 7 business days of receiving the order.
Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Can I return part of my order?
Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
In addition, we also provide the hassle-free option of refund through shopmato.com wallet, which can be used during future purchases.