Return Policy Page
1. Return/Refund Application
1.1 Subject to the terms and conditions in this refund and return policy and the Terms of Service, the buyer may apply for the return of purchased items ("items") and/or a refund before the expiration of the shopifyplus guarantee period. Terms of Service.
1.2 shopifyplus Guarantee is a service provided by shopifyplus at the request of users, aiming to help users deal with certain conflicts that may arise during the transaction process. Users can communicate with each other privately to resolve differences, or contact local authorities to help them resolve any disputes before, during or after using Shopify Plus Protection.
2. Return application
2.1 Buyers can only apply for refunds and/or returns under the following circumstances:
The buyer did not receive the item;
The item is defective and/or damaged upon delivery;
The item received is incomplete (missing quantity or accessories);
The Seller has delivered to the Buyer items that do not conform to the agreed specifications (e.g. wrong size, color, etc.);
The items delivered to Buyer differ materially from the description provided by Seller in the item listing;
The merchandise received was counterfeit**;
Items received with physical damage (e.g. dents, scratches, broken);
Items received are defective (e.g. malfunctioning, not working as expected);
By private agreement with the seller, the seller must send his/her confirmation to shopifyplus to confirm the agreement; or
change idea*
*Change of mind return policy only applies to certain categories and to certain sellers.
**Counterfeit goods return policy only applies to shopifyplus Mall sellers.
2.2 Buyer's application must be submitted through the shopifyplus mobile application.
2.3 shopifyplus will review each buyer's application on a case-by-case basis and determine in its sole discretion whether the buyer's application is successful.
2.4 Please note that if required by ShopifyPlus, the buyer must ship the goods to the location designated by ShopifyPlus within ten (10) calendar days after making the return request.
2.5 shopifyplus will decide in its sole discretion whether to approve your refund and return request. The Buyer acknowledges and agrees that ShopifyPlus’s decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit or otherwise make any claim against ShopifyPlus or its affiliates regarding this decision.
2.6 If the buyer has initiated legal proceedings against the seller, the buyer may provide shopifyplus with a formal notice from the relevant authorities requiring shopifyplus to continue to hold the purchase money until a formal ruling is made. shopifyplus will determine in its sole discretion whether it is necessary to continue to hold funds for such purchases.
3. Rights of preferred seller
3.1 If you are a preferred seller, you should have received a separate written notification from shopifyplus informing you of your choice to participate in the shopifyplus preferred seller program. If you decide at any time not to participate in the Shopifyplus Preferred Seller Program, please notify Shopifyplus in writing; otherwise, you will be deemed to have chosen to continue participating in the Shopifyplus Preferred Seller Program and to have agreed to the terms and conditions set forth in this Refund and Return Policy. shopifyplus may suspend or remove any Preferred Seller from the shopifyplus Preferred Seller Program at any time at its sole discretion.
3.2 shopifyplus’s decision to approve a refund or return in accordance with Section 2 above shall be binding on the relevant Preferred Seller. Preferred Seller agrees to comply with and do all things necessary to effectuate the Buyer's refund or return request and obtain approval from shopifyplus.
3.3 For any refund or return request approved by shopifyplus, shopifyplus will notify the Preferred Seller by email ("Email Notification") and organize the delivery of the relevant returned items to the address provided by the relevant Preferred Seller in writing to shopifyplus for completion. Refund and return procedures, provided that the address is located in the country in which the relevant goods are listed for sale on the Website (the "Local Address"). If the Preferred Seller fails to provide a local address for returned merchandise or otherwise fails to accept returns within a reasonable time (as determined by shopifyplus), shopifyplus reserves the right to dispose of such merchandise in any manner it deems appropriate and the Preferred Seller shall be deemed All rights to the item have been lost. If the Returned Items are not received by the Preferred Seller, the Preferred Seller must notify shopifyplus within seven (7) days of receipt of the email notification (the “Notification Period”). Failure to notify shopifyplus within the notification period will be conclusive evidence and result in the Preferred Seller having accepted delivery of the item and the Preferred Seller agrees not to make any claim or bring any dispute with respect to any such item.
3.4 Notwithstanding the foregoing, merchandise approved for refund or return may not be returned to the Preferred Seller at the sole discretion of shopifyplus, and the Preferred Seller shall be deemed to have forfeited all rights to the merchandise.
3.5 For any refund or return that is rejected by shopifyplus after receipt of relevant goods by shopifyplus, shopifyplus will organize the delivery of the goods to the relevant buyer's address in accordance with Article 2 above.
3.6 If ShopifyPlus approves any refund or return request, the Preferred Seller may appeal the decision by contacting ShopifyPlus and providing evidence to support the appeal. If shopifyplus upholds the preferred seller's appeal, it will pay all or part of the purchase price to the preferred seller. Preferred Seller acknowledges and agrees that ShopifyPlus’s decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit or otherwise make any claim against ShopifyPlus or its affiliates regarding this decision.
4. Rights of ordinary sellers
4.1 For the purpose of this refund and return policy, regular sellers refer to sellers who are not mall sellers or preferred sellers.
4.2 When shopifyplus receives the buyer’s request for return and/or refund, shopifyplus will notify the seller in writing. The Seller may respond to the Buyer's application by following the steps provided by ShopifyPlus in the written notice. Seller must respond within the time frame specified in the written notice (the "Prescribed Period"). If shopifyplus does not receive any message from the seller within the stipulated period, shopifyplus will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without further notifying the seller. shopifyplus will review each Seller's response on a case-by-case basis and determine in its sole discretion whether the Buyer's application is likely to be successful under the circumstances stated by the Seller.
5. Returns and exchanges
5.1 To enjoy a hassle-free experience when returning an item, the buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the seller in the same condition as received by the buyer at the time of delivery. We will advise buyers to take photos after receiving the items.
6. Responsibility for return shipping costs
(a) In the event of an unforeseen error by the Seller (i.e. - damaged, defective or incorrect items delivered to the Buyer), the Seller will be responsible for the Buyer's return shipping charges.
(b) In the event that the buyer changes his or her mind, the buyer shall obtain the seller's consent before returning the goods and the buyer shall bear the return shipping costs.
(c) In the event of a dispute between the buyer and seller regarding the party responsible for return shipping costs, ShopifyPlus will decide on its own the party responsible for the return shipping costs.
7. Refund
7.1 The buyer will only receive a refund after shopifyplus receives confirmation from the seller that the returned goods have been received. If shopifyplus does not receive a response from the seller within the specified time, shopifyplus will have the right to refund the applicable amount to the buyer without further notification to the seller. Refunds will be made to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between buyers and sellers
8.1 shopifyplus encourages users to communicate with each other when problems arise in transactions. Since shopifyplus is the platform through which users conduct transactions, buyers should contact sellers directly to resolve any issues related to purchased items.
