Refund & Return

Purpose of This Policy

The purpose of this Refund Policy is to:

  • Ensure transparency in our return and refund processes.
  • Protect the rights of customers and provide a fair resolution process.
  • Define the conditions and timelines for refunds and exchanges.

2. Eligibility for Returns and Refunds

A product may be eligible for return or refund under the following conditions:

  1. Damaged or Defective Products – Items that arrive with visible damage, manufacturing defects, or functional issues.
  2. Incorrect Orders – Products delivered do not match the order placed (wrong size, wrong color, or wrong product).
  3. Quality Concerns – If the product does not meet the description or quality standards advertised on the ShopHoply platform.
  4. Customer Dissatisfaction – In select cases, products may be returned if the customer is not satisfied, provided they remain unused and in original condition.

To qualify:

  • Items must be returned in their original packaging.
  • All tags, accessories, and manuals must be intact.
  • Proof of purchase (order ID, invoice, or payment confirmation) must be provided.

3. Non-Returnable and Non-Refundable Items

Certain items are not eligible for return or refund due to health, safety, or customization reasons:

  • Personal care and hygiene products (e.g., cosmetics, innerwear, grooming kits).
  • Perishable goods such as food or beverages.
  • Customized or personalized items.
  • Gift cards, vouchers, and digital subscriptions.
  • Clearance or “final sale” items explicitly marked as non-returnable.

4. Return Process

To initiate a return, customers must follow these steps:

  1. Request Submission
    • Log in to your ShopHoply account and navigate to the “Orders” section.
    • Select the product you wish to return and provide the reason.
    • Submit the request within the eligible return window.
  2. Review and Approval
    • Our customer support team will review your request and may ask for supporting photos or videos.
    • If approved, you will receive return instructions and a shipping label (if applicable).
  3. Return Shipment
    • Pack the product securely to prevent damage during transit.
    • Ship the product back using the instructed method.
  4. Inspection
    • Once we receive the returned product, our team will inspect it for eligibility.
    • Approved returns will proceed to refund or replacement processing.

5. Return Timelines

  • Customers must raise a return request within 7–14 days of receiving the product (exact window may vary depending on the product category).
  • Items returned beyond the eligible period may not qualify for a refund.
  • Refunds will be processed within 7–10 business days of approval.

6. Refund Methods

Refunds will be issued through the original payment method, unless otherwise agreed:

  • Credit/Debit Card Payments – Refunds credited back to the card used.
  • Digital Wallets/UPI – Refunds transferred to the same account.
  • Cash on Delivery (COD) – Refunds processed via bank transfer or store credit.
  • Store Credits – Customers may opt for store credit to use for future purchases.

Note: Processing times may vary depending on banks, payment gateways, and third-party providers.

7. Exchange Policy

Instead of refunds, customers may choose to exchange products for:

  • A different size or color (if available).
  • A replacement item of the same type in case of damage or defects.

Exchanges are subject to stock availability. If unavailable, a refund will be processed.

8. Shipping Costs

  • If the return is due to ShopHoply’s error (wrong item, defective product), we will cover return shipping costs.
  • If the return is initiated due to customer preference (e.g., dislike, wrong choice), the customer may be responsible for return shipping fees.
  • Shipping charges from the original order are generally non-refundable.

9. Order Cancellations

  • Customers can cancel orders before dispatch for a full refund.
  • If the order has already shipped, cancellation requests will be treated as a return, and return policy rules will apply.

10. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account or digital wallet.
  2. Contact your payment provider or bank—it may take time for refunds to reflect.
  3. If you’ve done all of the above and still haven’t received your refund, contact ShopHoply customer support for assistance.

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