Refund policy

Last Updated: November 25, 2025

At ShopErrands, our goal is to provide reliable delivery and quality products sourced from trusted suppliers. Because different product categories carry different hygiene, safety, and quality-control risks, all return and refund requests are evaluated case-by-case and only after approval from the ShopErrands Support Team.

This policy is designed to protect both ShopErrands and its customers, while maintaining fairness and compliance with general consumer protection principles in Ghana.

1. General Policy Principles

  1. All returns, exchanges, and refunds must be formally approved by ShopErrands before an item is accepted.
  2. Approval is not automatic; every request is reviewed individually.
  3. Decisions are based on product category rules, the condition of the item, type of issue, supporting evidence, and our internal inspection.
  4. ShopErrands reserves the right to accept or decline any request at its sole discretion.
  5. No claim (refund, exchange, replacement, compensation) is valid unless confirmed by us in writing.
  6. This policy applies to all delivery, shipping, and in-store pickup orders processed through ShopErrands.

This ensures ShopErrands is not legally bound to refund any product without evaluation.

2. Product Categories & Their Rules

Each product category has its own risk level and handling requirements. These rules make returns clearer and legally safer.

A. Food, Drinks, Groceries & Consumables

Includes: packaged food, drinks, snacks, fresh items, frozen items, supplements, edible products, etc.

These items are strictly non-returnable and non-refundable due to hygiene, contamination, spoilage, and safety concerns.

Only the following exceptions may be considered (not guaranteed):

  • Wrong item delivered
  • Product arrives visibly damaged or tampered before opening

Customer must provide:

  • Photos/videos BEFORE the product is opened
  • Proof of purchase and delivery

Opened or partly consumed products cannot be returned under any circumstance.

B. Beauty, Skincare, Fragrances & Personal Care

Includes: creams, lotions, makeup, perfumes, deodorants, hair products, hygiene products.

For hygiene and safety reasons, these are not eligible for return or refund after delivery.

Possible exceptions:

  • Completely wrong product delivered
  • Defective packaging before opening

Item must be unopened, unused, and in original sealed packaging.

C. Electronics & Appliances

Includes: phones, accessories, gadgets, small appliances, smart devices.

Support options may include (not guaranteed):

  • Exchange
  • Store credit
  • Technical inspection

To be considered:

  • Product must NOT show signs of physical damage or misuse
  • All accessories, manuals, packaging must be intact
  • Item must pass ShopErrands technical inspection
  • Serial numbers must match the delivered product

Refunds for electronics are extremely limited and handled only after inspection.

D. Fashion, Clothing, Jewelry, Shoes, Accessories

To be considered for exchange or return:

  • Item must be completely unworn, unused, unwashed
  • Original tags and packaging must be intact
  • No stains, odors, or alterations

Non-returnable fashion items:

  • Underwear, lingerie, swimwear
  • Customized or tailored items
  • Items worn even once

Approval is at ShopErrands’ discretion.

E. Homeware, Decor, Tools & General Goods

May be eligible for return or exchange if:

  • Item is unused and in original packaging
  • Product is undamaged and fully resalable

Fragile items cannot be returned after successful delivery unless damaged at delivery and reported immediately with evidence.

F. Digital Products, Gift Cards & Online Services

Includes: e-codes, subscriptions, digital downloads, virtual items, online service fees.

These are strictly non-refundable once delivered, accessed, or used.

Refunds may be considered only for:

  • Duplicate payment
  • Failed digital delivery that cannot be resolved

3. Evidence & Inspection Requirements

All claims must include:

  • Valid receipt or order confirmation
  • Photos or videos clearly showing the issue
  • Packaging and accessories (if applicable)
  • Written explanation of the problem

ShopErrands may reject the request if:

  • Evidence is unclear
  • Products are used or altered
  • Claim cannot be verified
  • Item is not in original condition
  • Safety regulations prevent acceptance

4. Situations Where Returns or Refunds Are Not Allowed

ShopErrands will not accept returns or refunds for:

  • Change of mind or buyer’s remorse
  • Items damaged due to customer handling
  • Items used, opened, worn, or tested
  • Products missing original packaging
  • Discount, promo, clearance, or final-sale items
  • Wrong items ordered by the customer
  • Delays caused by third-party couriers
  • Products exposed to heat, moisture, or improper storage by customers
  • Items falling under “strictly non-returnable” categories

5. Delivery Issues

If the delivered item is incorrect or arrives damaged:

  • Customer must report it immediately upon receipt with photo/video evidence.
  • ShopErrands will verify with the delivery partner.

If confirmed, the solution may include:

  • Replacement
  • Exchange
  • Store credit

Refunds are not automatic.

6. Refund Method (If Approved)

If a refund request is approved:

  • Refund will be issued using the same payment method used at original purchase.
  • Processing time varies depending on:
    • Mobile money operator
    • Bank institution
    • Internal processing workflow

No fixed timeline is guaranteed.

7. Fraud Prevention & Abuse Control

ShopErrands reserves the right to:

  • Request additional documentation
  • Reject unverifiable or inconsistent claims
  • Block customers engaging in repeated abusive return behavior
  • Deny returns if fraud, tampering, or misrepresentation is suspected

This protects the business from fraudulent claims.

8. Final Decision Clause (Legal Protection)

All decisions regarding returns, refunds, replacements, and exchanges are made solely at the discretion of ShopErrands.
The company’s decision is final and binding.
By placing an order with ShopErrands, customers agree to this policy in full.

This clause provides maximum legal safety.

9. Policy Updates

ShopErrands may update or revise this policy at any time.
The most recent version published on our platform will apply to all orders.
Continued use of ShopErrands’ services indicates acceptance of the updated policy.