Refund policy

General Approach

Shifu Distribution (PTY) Ltd provides both:

  • local South African fulfilment for selected in-stock or forward-deployed products; and
  • cross-border sourcing, procurement, shipping, and related services for goods supplied from outside South Africa, including through platforms or channels operated under the ShopShipShake trading name.

Because these fulfilment models differ materially, cancellation, return, refund, and exchange rights may differ depending on the nature of the order.

Local South African Stocked Products

For products stocked and fulfilled locally in South Africa, return, exchange, and refund requests may be considered in accordance with applicable law, the condition of the goods, and the circumstances of the transaction.

To be eligible for a return, the item must generally be:

  • in the same condition that you received it;
  • unused or unworn where applicable;
  • in its original packaging where reasonably possible; and
  • accompanied by proof of purchase.

Requests for return should be made as soon as reasonably possible after receipt. Certain local returns may not be accepted where goods have been used, altered, damaged after delivery, or are otherwise no longer in a resaleable condition, except where applicable law requires otherwise.

Cross-Border, Bulk, Custom, and China-Sourced Orders

Because cross-border procurement orders often involve supplier placement, production, dispatch, warehouse receipt, freight coordination, and other irreversible commercial steps, bulk orders, custom orders, and goods sourced directly from China or other origin countries are generally treated as final sale transactions, unless otherwise agreed in writing or unless the product is proven to be defective, materially incorrect, or otherwise returnable under applicable law.

As a general rule, cancellation of a cross-border procurement order may only be possible:

  • after cleared funds have been received; and
  • before we have placed the order with the supplier or taken delivery of the goods into the supply chain in the origin country.

Once a supplier has accepted, produced, packed, dispatched, released, or delivered the goods into the supply chain, cancellation may be limited or unavailable.

Supplier Risk, Samples, and Inspection Services

Where customers are concerned about quality, conformity, supplier reliability, or commercial risk, we may offer value-added services such as sourcing support, supplier vetting support, inspection support, compliance support, or quality inspection services at an additional cost.

Customers are strongly encouraged to order and assess samples before committing to larger-volume purchases.

Where such services are offered and declined, or where the customer identifies the supplier, the customer accepts that product quality, finish, performance, conformity, or supplier risk may be materially higher. Except where we have expressly agreed in writing to perform a defined inspection, verification, or advisory service, we do not guarantee the conduct of third-party suppliers or that goods will match subjective buyer expectations beyond the specifications expressly agreed.

Defects, Wrong Items, Damage, and Shortages

Please inspect your order upon receipt and contact us promptly if:

  • the item is defective;
  • the item is damaged in transit;
  • you receive the wrong item; or
  • there is a shortage or delivery discrepancy.

Any visible shortage, transit damage, or delivery discrepancy must be reported to us in writing within 48 hours of receipt and supported, where applicable, by delivery records, photographs, carrier notations, or other reasonable evidence.

Any concealed damage or non-obvious shortage must be reported within 7 calendar days of receipt.

Complaints relating to product quality, shortage, damage, or conformity should be raised as early as possible and, where relevant, before goods leave the country of origin. Once goods have left the origin country and passed through multiple handlers or carriers, determining cause and responsibility may become difficult or impossible.

When Returns or Refunds May Be Refused

Returns, refunds, or cancellations may be refused where:

  • the order is a bulk, custom, or cross-border procurement order that has already been placed with the supplier or entered the supply chain;
  • the goods are not defective and the request is based only on change of mind, perceived value, or subjective dissatisfaction;
  • the goods were sourced from a supplier chosen by the customer and no separately agreed inspection or verification service was purchased;
  • the goods were damaged after delivery due to misuse, poor handling, storage conditions, alteration, or installation by the customer or a third party;
  • the request is made outside the timeframes stated in this policy, subject to applicable law.

Non-Returnable Items

Certain items are not eligible for return unless required by applicable law or unless they are proven to be defective or incorrectly supplied. These may include:

  • custom products;
  • special-order products;
  • perishable goods;
  • personal care, beauty, hygiene, or intimate-use products;
  • hazardous materials;
  • flammable liquids or gases;
  • gift cards;
  • sale or clearance items, unless defective or required by applicable law.

If you are unsure whether a specific item is returnable, please contact us before placing your order.

Return Process

To start a return request, contact us at customerservice@shifudistribution.com.

If your return is accepted, we will provide instructions on how and where to send the item. Items returned without first requesting and receiving return instructions may not be accepted.

Approved local returns should generally be sent to:

21 Jansen Avenue, Randpark Ridge, 2156, Randburg, South Africa

We may require photographs, videos, proof of purchase, batch information, packaging details, delivery records, or other reasonable supporting information before approving a return, refund, replacement, or credit.

Deductions and Non-Refundable Costs

Where permitted by law, any refund or credit relating to a cross-border or service-linked transaction may be reduced by costs already incurred, including but not limited to:

  • supplier cancellation charges;
  • banking or payment processor charges;
  • inspection or verification costs;
  • warehousing or storage costs;
  • shipping, freight, forwarding, or customs-related costs already incurred;
  • return logistics costs;
  • any other reasonable direct cost already incurred in reliance on the customer’s order.

Refund Method and Timing

If a refund is approved, we will notify you after receiving and reviewing the relevant information, returned goods where applicable, and supporting documentation.

Approved refunds will generally be processed back to the original payment method, unless otherwise agreed, within 10 business days after approval. Please note that your bank, card issuer, or payment provider may require additional time to process and reflect the refund.

If more than 15 business days have passed since approval of your refund and you have not received it, please contact us at customerservice@shifudistribution.com.

Exchanges

Where an exchange is permitted, the fastest way to obtain a replacement item may be to return the original item if approved and place a separate order for the replacement item, unless we agree otherwise.

Contact Us

If you have any questions about this Refund Policy, please contact us at customerservice@shifudistribution.com.