Return and Refund Policy
Effective Date: 1st September 2024
At Industrial Shopping Hub, we are committed to ensuring a secure and fair shopping experience for all our customers. As a marketplace facilitating transactions between buyers and independent vendors, our policy complies with the Consumer Protection Act (CPA) of South Africa and follows industry best practices.
1. Eligibility for Returns
You may request a return under the following conditions:
- The product is defective, damaged, or not as described.
- You received the wrong item.
- The item was not delivered within the stated timeframe, and delivery cannot be fulfilled within a reasonable extension.
- You change your mind within 7 days of delivery (cooling-off period), and the item is unused, in its original packaging, and resellable.
Note: The 7-day cooling-off period applies only to goods bought via electronic transactions, as per Section 44 of the CPA.
2. Return Request Procedure
To initiate a return:
- Email us at support@ishub.co.za within 7 days of delivery.
- Include your order number, product details, and reason for the return.
- Attach photos if the item is defective or incorrect.
- Wait for approval and follow return instructions before sending the item.
3. Return Shipping
- If the return is due to seller error, product defect, or incorrect item, return shipping will be arranged and covered by the vendor.
- If the return is due to buyer’s remorse or change of mind, you may be responsible for return shipping costs.
4. Vendor-Specific Policies
Since ISH is a marketplace:
- Vendor-specific return terms may apply and are visible on product pages or vendor profiles.
- All vendors must meet or exceed the standards set out in this policy.
5. Refund Processing
- Refunds will be issued to your original payment method (card or EFT) within 7 business days of the vendor receiving and inspecting the returned item.
- A 10% restocking fee may apply for non-defective returns.
- Refunds may be denied if the item is damaged (excluding courier damage), incomplete, or returned after the allowed period.
6. Non-Returnable Items
The following items are not eligible for return:
- Custom-made or special-order products.
- Products marked as “non-returnable” on the product page.
- Perishable goods or hygiene-sensitive items (e.g., opened filters, PPE, etc.).
7. Dispute Resolution
If you’re unsatisfied with a return handled by a vendor:
- Contact us at support@ishub.co.za for escalation.
- ISH will mediate between you and the vendor to resolve the issue.
- If no resolution is reached, you may escalate the matter to the Consumer Goods and Services Ombud (CGSO).
8. Contact Us
For any return-related queries or support:
Email: support@ishub.co.za
Support Hours: Monday – Friday, 08:00 – 17:00