Return and Refund Policy

Requesting help

Contact Shoppertize support using the details below and include your order number, affected item, and reason for the request. Return request window: 7 days. We will explain the available remedy and return instructions. A commercial return window does not override rights or claim periods that apply by law.

Defective, damaged, wrong, or misdescribed goods

If an item is defective, damaged on arrival, incorrect, or materially different from its description, contact us promptly. We may ask for reasonable information or photographs to assess the problem and arrange a replacement, refund, or other remedy appropriate to the circumstances and applicable law. An unboxing video is not a mandatory condition for statutory remedies.

Change-of-mind requests

Change-of-mind return eligibility and conditions: You may return an unused item within the return window if you no longer want it, provided you give a valid reason. Items used for several days and then returned because you no longer like them are not eligible for a change-of-mind return. This does not restrict remedies for defective, damaged, incorrect or misdescribed items. Product-specific exclusions: All products are returnable, subject to the applicable return window and condition requirements. There are currently no product-category exclusions. Any exclusion must be disclosed before purchase. Hygiene, use, packaging, or sale-status restrictions for voluntary returns do not by themselves remove remedies for a defect, incorrect item, or other legal entitlement.

Return instructions and condition

Please contact us for return instructions before sending a parcel. To return an entire order or individual items, send the items to our store address, which is also our return address and is shown below. Choose and arrange your own courier, and keep the shipment tracking details until the return is completed. For a voluntary return, keep the item, accessories, labels, and packaging in the condition required by the disclosed return terms. Reasonable handling needed to inspect goods and evidence of the reported defect will be considered as required by law.

Return delivery costs

You choose and arrange the courier and pay the return shipping cost, except where applicable law requires Shoppertize to bear it. Return courier charges are paid separately to your chosen courier. A charge or deduction cannot be imposed where applicable law requires Shoppertize to bear it.

Assessment and refunds

We will confirm receipt and the outcome of the return assessment. For a full-order return, we refund the total amount paid for the order. For a partial return, we refund the amount paid for the returned items, including applicable taxes and after any discounts applied to those items. Refund timeframe: Within 14 days after we receive the returned items. This period starts when we receive the returned items, not when the assessment is completed. Refunds should normally go to the original payment method; where that is not possible, including cash-on-delivery orders, we will agree an appropriate alternative. We will never ask you to disclose a payment PIN, password, or one-time code to receive a refund.

Exchanges and cancellations

Replacement or exchange availability depends on stock and the agreed remedy. If the agreed replacement is unavailable, we will discuss an appropriate alternative or refund. For an order that has not been dispatched, see the cancellation arrangements in our Shipping Policy.

Escalation and your rights

If a return or refund remains unresolved, contact the grievance officer using the details below. Nothing in this policy limits rights concerning defective goods, misdescription, non-delivery, or other protections that cannot lawfully be excluded. Any voluntary return conditions apply alongside those rights.