Refund policy

Refund policy

DoRetail-24/7 Refund Policy

At DoRetail-24/7, we are dedicated to providing a seamless and satisfactory shopping experience for our customers. As a bridge platform connecting Johannesburg CBD retail stores and surrounding area stores with online shoppers, we go above and beyond to secure the best deals for you. To ensure transparency and clarity regarding our refund policy, please read the following information carefully:

Customer Responsibility

At DoRetail-24/7, we strive to ensure your shopping experience is as smooth and satisfying as possible. However, please be aware that most stores in the Johannesburg CBD from which we source our items have a no-return policy. Therefore, it is crucial for customers to read product descriptions carefully and ensure they select the correct size. While many stores are willing to offer exchanges, they generally do not provide refunds.

We currently do not have the contact details of these stores available. If you need assistance or have any questions about an item, please contact DoRetail-24/7 directly through our app or website.

Retaining Receipts and Proof of Purchase

To be eligible for an exchange, it is important to retain all receipts and proof of purchase related to your order. These documents serve as evidence of your transaction and enable the store to process your exchange accurately. While we do our best to facilitate exchanges, please note that the process is time-sensitive. If there is anything wrong with your purchase, you need to contact DoRetail-24/7 as soon as possible through our app or website. This ensures we can address any issues promptly and effectively.

Original Packaging and Condition

When requesting an exchange, please ensure that the product is returned in its original packaging and in the same condition as when you received it. This includes any accessories, tags, labels, and all additional items that were part of the original purchase. The product must not have been worn, used, or washed. If any of these conditions are not met, we regret to inform you that we will not be able to process any claims for exchanges, regardless of whether the items have been mailed back to us.

Sales Items

Sales items are non-exchangeable and non-returnable, with the following exceptions:

  • No returns of underwear, boxers, or panties will be permitted.
  • No returns of swimwear will be permitted.
  • No returns of any body-piercing jewelry (including earrings) will be permitted.
  • No returns of Final End of Season Sale items will be permitted.

Factory Faults

Any factory faults must be reported within 3 days of receiving the parcel through our support email address.

Validity for Exchanges & Returns

All exchanges and returns must be raised within 2 days of the delivery date. Requests for returns must be made online or via WhatsApp at 067 987 4179.

Please note that additional charges may apply for shipping. As we strive to provide you with the best shopping experience, our shipping is handled by a third-party service that charges for all exchanges. To assist with this, we split the shipping cost with you.

 

SHIPPING & DELIVERY POLICY

We deliver to all of South Africa and most countries where our logistics partners have affiliates. While we strive to keep our rates affordable, our primary focus is on delivering your items quickly, promptly, and safely.

For a list of countries we deliver to and our charges, please select your item and proceed to the checkout page, as charges are based on weight and volume. You will be given options for the type of shipping that best suits your needs.

Upon entering your delivery details, we will automatically calculate the delivery charges based on your provided address, without the need for payment.

Note: We recommend PUDO for larger packages, with a maximum weight of 20 kg.

 

ORDER STATUS & TRACKING

All orders placed from Monday to Friday (excluding public holidays) will be processed and shipped within 2 working days upon confirmation of payment. Processing times may vary due to circumstances such as online security checks, shipping restrictions, payment authorization, packing, and dispatching. An email or WhatsApp message confirmation will be sent for all orders once received. Note: Please ensure you provide correct contact details.

Local Deliveries

We offer several affordable delivery options to ensure you receive your orders promptly:

  • Standard Courier: R99 for all local orders, with delivery taking approximately 3-10 working days from the time of order.
  • Door to Door: Starting at R150-R250 depending on the package weight, with delivery taking approximately 3-7 working days from the time of order.

Once your order has been dispatched, you will receive an email or WhatsApp message confirmation with the tracking number. Note: Please ensure you provide correct contact details.

You can check and track the delivery status of your orders using the tracking number with our local logistics partner. If no one is present to receive the package, there will be an additional charge for re-delivery. To avoid this, please provide your contact number at checkout so the courier company can reach you in case of any unforeseen circumstances.

We strive to offer the best and most cost-effective shipping options for our customers, ensuring your orders arrive safely and on time.