1. How Orders Work

When a customer selects a product on ShopOpen24 and chooses the available ordering option, the customer’s order request/details are directed to the relevant seller, including through WhatsApp where that option is provided.

The seller then communicates directly with the customer to confirm the order, product availability, quantity, price and other applicable order details.

2. Payments

ShopOpen24 does not directly collect or process payment for products sold by independent sellers through the seller’s WhatsApp ordering process.

After the customer contacts the seller, the seller communicates the applicable payment method and payment instructions directly to the customer.

Customers should make payment only through payment details communicated by the relevant seller and should retain payment confirmation or transaction records.

3. Returns

Returns are handled by the seller who supplied the product.

Each seller may have product-specific return conditions depending on the type of product, its condition, hygiene requirements, perishability, customization and other applicable factors.

Before returning a product, customers should contact the seller directly through the seller’s provided contact or WhatsApp channel and follow the seller’s return instructions.

4. Refunds

Refunds for seller-managed transactions are handled by the relevant seller.

Where a seller approves a refund, the seller is responsible for communicating the refund amount, refund method and expected processing time to the customer.

Because payment is arranged directly between the customer and seller, the seller is responsible for returning funds in accordance with the seller’s applicable refund policy and applicable law.

ShopOpen24 does not directly hold the customer’s payment for these seller-managed WhatsApp transactions.

5. Damaged, Defective or Incorrect Products

If a customer receives a product that appears damaged, defective, incomplete or different from the product ordered, the customer should contact the seller as soon as possible.

The customer may be asked to provide photographs, videos, order information or other reasonable evidence to help the seller assess the issue.

Depending on the product and circumstances, the seller may offer an appropriate remedy such as replacement, return, repair, partial refund or full refund, subject to the seller’s applicable policy and applicable law.

6. Order Cancellation

Order cancellation requests should be sent directly to the seller as quickly as possible after placing the order.

Whether an order can be cancelled may depend on whether the seller has already confirmed, prepared, dispatched or otherwise fulfilled the order.

The seller will communicate whether the cancellation can be accepted and whether any refund is applicable.

7. Shipping & Delivery

Sellers are responsible for packing, preparing, dispatching and shipping their own products.

Delivery times, shipping charges, delivery areas and courier arrangements may vary between sellers and products.

Customers should confirm applicable shipping details with the seller before completing payment where necessary.

8. Seller Responsibility

Each seller using ShopOpen24 is responsible for the products and transactions they manage, including where applicable:

• Product information and descriptions.
• Product availability and pricing.
• Order confirmation.
• Payment communication and collection.
• Product packing and preparation.
• Shipping and delivery.
• Returns and return instructions.
• Refunds and approved replacements.
• Compliance with applicable product and consumer requirements.

9. Role of ShopOpen24

ShopOpen24 provides the online marketplace platform through which sellers can display their products and customers can discover and contact sellers.

Unless specifically stated otherwise, ShopOpen24 does not act as the seller of the products listed by independent sellers.

ShopOpen24 does not directly manage the seller’s product inventory, product packaging, shipment, delivery or seller payment collection for seller-managed WhatsApp transactions.

Where a customer has a marketplace-related issue or needs help contacting a seller, ShopOpen24 may assist with communication or platform-related support where reasonably possible.

10. Need Help?

For a refund, return, damaged product, incorrect product or payment issue, the customer should first contact the seller who received and managed the order.

For ShopOpen24 platform-related questions or assistance contacting a seller, you may contact ShopOpen24 using the details below.