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Returns & Refunds Policy

Last updated: July 2026 | Applies to: Ghana

1. Overview

iShop4You delivers fresh market items and provisions bought for you by a personal shopper. Because most items are fresh or perishable and are shopped to the budget you set, our returns work a little differently from standard retail. We stand behind every order: if something arrives damaged, spoiled, wrong, or missing, we'll make it right with a replacement or a refund.

2. Check your order at delivery

  • Please inspect your items when the rider arrives, before they leave.
  • If anything is damaged, spoiled, incorrect, or missing, tell the rider right away.
  • For anything you notice later, report it within 24 hours of delivery (see section 4).

3. What qualifies for a return, replacement, or refund

  • Items that arrive damaged or spoiled.
  • The wrong item was delivered (does not match what you ordered).
  • An item you paid for is missing from your delivery.
  • A substitution was made that you did not approve (see section 6).

Because shopping is budget-based, small differences in brand, size, or price due to normal daily market variation are expected and are not considered defects. You are only ever charged for items your shopper actually purchased.

4. How to report an issue

  1. Open your order in the app and use "Report an issue", or contact support.
  2. Tell us the affected item(s) and attach a photo where possible — it helps us resolve quickly.
  3. Do this at delivery or within 24 hours for perishable items.

Contact: orders@ishop4yough.com or WhatsApp 024 798 8191.

5. How we resolve it

Once your report is confirmed, we'll offer one of the following, based on what works best for you:

  • Replacement of the affected item on your next delivery, where practical.
  • Refund as store credit — applied instantly and usable on your next order.
  • Refund to your original payment method for Pay Now (Mobile Money/card) orders.

6. Substitutions

  • If an item is out of stock, your shopper may suggest a substitute.
  • If you chose "Ask me first", you can reject a suggested substitute before the order is finalised — rejected and unavailable items are not charged.
  • An unapproved substitute that reaches you can be returned for a replacement or refund.

7. Items we can't accept back

  • Fresh or perishable goods that were correctly fulfilled and are not defective.
  • Items that have been used, opened, or partially consumed (unless defective).
  • Differences caused by normal market price, brand, or size variation on budget-based items.
  • Issues reported after the 24-hour window for perishables, where quality can no longer be verified.

8. Refund timing

  • Store credit: applied immediately to your account.
  • Mobile Money / card: 5–7 business days to reflect, depending on your provider.
  • The payment processing fee charged on prepaid orders is a third-party cost and may be non-refundable; refunds cover the goods, service, and delivery amounts affected.

9. Cancellations

  • You can cancel an order before your shopper reaches the market (status: Placed or Assigned).
  • Once shopping has begun (At Market or later), the order can no longer be cancelled.
  • Cancelled Pay Now orders are refunded per section 8. Cash on Delivery orders need no refund as no payment was made.

10. Coverage

This policy applies to orders delivered within the Greater Accra Region, Ghana.

11. Contact