Introduction
Our goal is to provide you with a seamless shopping experience and high-quality products. However, we understand that situations may arise where you may wish to return or exchange an item. This policy establishes clear guidelines for handling such cases, ensuring fairness to both our customers and Shoptra.
By making a purchase from Shoptra, you acknowledge and agree to the terms described in this Refund Policy.
2. Eligibility for Returns and Refunds
To qualify for a return, exchange, or refund, the following conditions must be met:
- The product must have been purchased directly from Shoptra (online website or mobile application).
- The return request must be submitted within [X days, e.g., 7–14 days] of delivery.
- The item must be unused, unwashed, and in the same condition as received.
- The item must include all original packaging, tags, manuals, and accessories.
- Proof of purchase (such as an order number or invoice) must be provided.
Shoptra reserves the right to reject returns that do not meet these conditions.
3. Non-Returnable and Non-Refundable Items
Certain products are exempt from returns or refunds due to hygiene, safety, or customization reasons. These include but are not limited to:
- Perishable goods (e.g., food, flowers).
- Personal care items (e.g., cosmetics, skincare, undergarments).
- Customized or personalized products.
- Digital goods and downloadable software.
- Gift cards and vouchers.
- Products marked as “Final Sale” or “Non-Returnable” at checkout.
4. Return Process
To initiate a return:
- Log in to your Shoptra account and navigate to the Order History section.
- Select the order and item you wish to return.
- Fill out the return request form, specifying the reason for the return.
- Await approval and further instructions from our Customer Support team.
Once approved, you will receive a return authorization code and details for shipping the item back to our warehouse.
5. Shipping Costs for Returns
- If the return is due to a Shoptra error (wrong item, defective product, or damaged goods), we will cover the return shipping costs.
- If the return is initiated for personal reasons (e.g., you changed your mind, ordered the wrong size/color), you will be responsible for return shipping fees.
- Shoptra recommends using a trackable shipping service to ensure the safe return of your item. We are not liable for items lost during return transit.
6. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within [X business days], and the amount will be credited back to your original payment method.
- Refunds may take additional time depending on your bank, credit card provider, or payment gateway.
- In case of rejection (e.g., product shows signs of use, damage, or missing parts), the item may be sent back to you at your expense.
7. Partial Refunds
In certain situations, partial refunds may be granted, such as:
- Items returned with missing accessories or packaging.
- Products showing minor usage or handling marks.
- Orders where only a portion of items are eligible for return.
8. Exchanges
If you wish to exchange a product for a different size, color, or model:
- Submit a return request for the original item.
- Once the return is approved and processed, you may place a new order for the replacement item.
Exchanges are subject to product availability. Shoptra does not guarantee stock for replacement items at the time of your exchange request.
9. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product:
- Contact our Customer Support team within [X days] of delivery.
- Provide photographs of the product and packaging for verification.
- Once validated, Shoptra will arrange for a replacement, repair, or full refund at no additional cost to you.
10. Refunds for Promotional or Discounted Items
- Products purchased during sales, promotions, or with discount codes may be eligible for exchange or store credit, but not a full refund (unless the product is defective or incorrect).
- Refund amounts for discounted items will reflect the actual purchase price paid, not the original retail price.