Overcharging VAT on imported goods

I am extremely disappointed with Aramex Global Shopper and what appears to be an incorrect VAT charge.

I purchased an item on eBay for a total of £21.98, which is less than R500. According to the Aramex Global Shopper website, shipments valued at less than R500 are exempt from VAT and the customs clearance process.

Despite this, I have been charged R128.75 in VAT/fees.

I called the Aramex Global Shopper call centre to query the charge, and was then given a completely different explanation — I was told that the shipment value apparently needs to be less than R90 to qualify for the exemption. This is not what is stated on Aramex Global Shopper's own website, which refers to a R500 threshold.

This is extremely frustrating and misleading. If Aramex has a different threshold or additional conditions that apply, these should be clearly and accurately stated on the website rather than customers being given conflicting explanations by the call centre.

I am requesting that this charge be reviewed and that Aramex explain exactly why I was charged R128.75 when my purchase was only £21.98 and falls below the R500 threshold advertised on their website.

If the charge was incorrectly app****, I expect the R128.75 to be refunded.