Shop Nearby – Returns & Refunds Policy

Effective Date: 12 August 2026

Website: www.shopnearby.co.za

At Shop Nearby, we host independent local retailers, artisan stores, and unique brands. Because each shop on Shop Nearby is independently owned and operated, all returns, exchanges, and refund requests are processed and managed directly by the individual shop owner from whom you purchased the product.

1. Shop-Specific Return Policies

  • Each shop owner on Shop Nearby sets their own specific return and exchange terms (including return windows, eligible items, and restock policies).

  • Shop policies can be found on individual product listing pages or the shop’s profile page.

  • Before making a purchase, please review the specific shop’s store policies.

2. General Return Eligibility & Guidelines

Unless a specific shop’s policy states otherwise, standard conditions for returning an item include:

  • Timeframe: Return requests must be initiated within 7 to 14 days of delivery or in-store collection.

  • Condition: Items must be unused, in their original condition, unworn, and in their original packaging with all original tags attached.

  • Proof of Purchase: A valid Shop Nearby order receipt or invoice is required for all return requests.

3. Non-Returnable & Non-Refundable Items

In accordance with standard retail guidelines, the following items are generally exempt from returns and refunds unless defective upon arrival:

  • Custom-made, personalized, or made-to-order goods.

  • Perishable items (e.g., fresh food, flowers, or edible goods).

  • Personal care items, body jewelry, or intimacy products (for hygiene reasons).

  • Digital goods, downloadable software, or gift cards.

  • Clearance or “Final Sale” items clearly marked as non-returnable.

4. How to Request a Return or Refund

To initiate a return or request a refund, follow these steps:

  1. Log in to Your Account: Go to www.shopnearby.co.za and log into your buyer account.

  2. Contact the Seller: Access your order history, select the relevant purchase, and click “Contact Seller” (or use the email/contact form listed on the shop’s page).

  3. Detail the Request: State your order number, the item(s) you wish to return, and the reason for the return (include photographs if the item is damaged or incorrect).

  4. Follow Seller Instructions: The shop owner will respond with instructions on how and where to send or drop off the item.

5. Return Shipping Costs

  • Customer Preference / Change of Mind: Return shipping fees or courier charges are the responsibility of the buyer, unless the shop owner explicitly offers free returns or allows in-store returns/exchanges.

  • Defective, Damaged, or Incorrect Items: If you receive a damaged, defective, or incorrect product, the shop owner is responsible for covering the return shipping cost or arranging a collection.

6. In-Store Returns & Exchanges (Click & Collect)

If you purchased from a local shop near you that operates a physical store:

  • You may be eligible to return or exchange the item directly in-person at the shop’s physical location.

  • Please arrange this with the shop owner beforehand via the platform messaging system to ensure staff are prepared to process your request.

7. Refund Processing

  • Once the returned item is received and inspected by the shop owner, they will issue an approval or rejection notice regarding your refund..

8. Dispute Mediation & Support

Shop Nearby operates as a platform venue and is not directly responsible for the products sold by independent vendors. However, we strive to maintain high quality and trust on our platform.

  • If you are unable to reach a resolution with a shop owner within 5 business days of contacting them, you may request mediation by contacting support@shopnearby.co.za.

  • Please attach all relevant communications, photos, and order details so our team can evaluate the case and assist in resolving the dispute fairly.

9. Contact Us

For general questions about this policy: