Refund
Policy.
AirUpsell is a marketplace platform. We connect guests with local merchants and independent delivery partners. Our refund commitment is simple: if something goes wrong through no fault of your own, we'll make it right.
When You're Covered
Your order never arrived.
You received the wrong items or an incomplete order.
The merchant was closed or unable to fulfil your order.
A technical error resulted in a duplicate charge.
Your door code was not delivered and the order could not be accessed.
When You're Not Covered
Change of mind after the order has been confirmed and the door code issued.
Incorrect delivery address or contact details provided at checkout.
Delays caused by circumstances outside the merchant's or delivery partner's control (traffic, weather, etc.).
Refund requests submitted more than 24 hours after order completion.
Items reported as unsatisfactory based on personal preference.
How to Request a Refund
Email hello@airupsell.com within 24 hours of your order. Include your Order ID and a brief description of the issue. We review every request and respond within 2 business days.
Approved refunds are processed back to your original payment method via PayFast. Timing depends on your bank or card issuer — typically 3–7 business days. AirUpsell reserves the right to issue platform credit as an alternative to a cash refund where appropriate.
All refund decisions are made at AirUpsell's sole discretion. We investigate each claim against merchant and delivery partner records before issuing any refund. Abuse of this policy may result in account suspension.