How can I request a refund for a delivery?
To request a refund for a delivery, please email us at support@sherpa.net.au as soon as possible.
Under what circumstances is Sherpa not liable for delays?
Sherpa will not be held liable for delays in the following uncontrollable circumstances, as outlined in our Terms and Conditions:
- Extreme Weather: This includes flash flooding, temperatures exceeding 40 degrees Celsius, and gale force winds.
- COVID-19 Lockdowns
- Force Majeure Events
- Main Event Days and peak periods such as Valentines Day, Mothers Day, and Christmas Eve.
What should I do if my item is damaged or missing and I need a refund?
If you are requesting a refund due to item damages or a missing item, please provide the following information in your email:
- Delivery ID
- Proof of damages (photo)
- Explanation of the situation
We will investigate the issue and, if Sherpa is at fault, provide compensation for damages up to $300.
How will refunds be processed?
Any refund or reimbursement for damages, lost, or stolen items will be applied in full as credit to your Sherpa account. Claims must be submitted within 5 days of the delivery date to be considered.
This process ensures a quick and fair resolution to your refund request. If you have any further questions, please contact us at support@sherpa.net.au.