Returns & Exchanges

All vendors selling through the Shops portal must offer at a minimum free returns or exchanges within 14 days of purchase. The customer must be able to return your product for store credit, a different product, or a refund to the original payment method.

During this period the customer should not be charged any shipping fee, or any return restocking fee associated with their return request.

The following exceptions below may apply to your return and refund policy:

• Discounted items are final and cannot be returned or exchanged.
• Returned items must have tags still on and be returned in original unopened product packaging.
• Returned items must have no visible signs of damage, wear, or use.
• Edible products or personal items such as undergarments are final – cannot be returned or refunded or exchanged.
• Personalized items are final sale, unless the personalization is not the same as the final approved proof.

Notification must be sent to your customer and Shops Administration within 48 hours confirming receipt of their request to return or exchange a product. The return, exchange or store credit must be completed within 5 business days of receipt of the original customer request.

Refunds

Vendors shall honor all refund request received from customers within 14 days of original purchase evidenced with proof of purchase. Customers are to be advised that refunds can take 3-10 business days to complete. Generally, the customers who have completed the initial payment with Visa or Mastercard will see a pending transaction for the refund on their bank account within 2-5 days after the refund has been initiated. The time frame to post a pending refund is ultimately up to the card-issuing bank.