Returns and Refunds Policy

Cancellations before payment

If an order has not been paid online and has not been fulfilled, a customer may request cancellation. ShopCity may also cancel orders when a merchant does not confirm availability or prepare the order within the required timeframe.

Paid online orders

• Once a customer pays online through ShopCity, the order should not be cancelled simply because the customer changed their mind.
• After online payment, the normal process is fulfillment first, then a return request if there is a genuine issue with the item or service.
• If a merchant cannot supply a paid item, ShopCity may cancel or refund the order after reviewing the issue.

Returns

• A return request should be made within 7 days after fulfillment unless a different timeframe is shown for the product or required by law.
• The customer must explain the reason and provide photos or evidence where useful.
• The item should normally be returned to the merchant or delivery process before a refund is processed, unless ShopCity waives that requirement.
• Returned items should be unused, complete, and in reasonable condition unless the issue is damage, defect, wrong item, or misrepresentation.

Refunds

• Refunds are reviewed by ShopCity admin based on payment method, order status, return status, merchant response, and evidence.
• For online payments, approved refunds should be processed back through the original payment provider where possible.
• For cash or direct merchant payments, the merchant is responsible for returning money to the customer, while ShopCity may assist with support and records.
• Cashback, draw entries, merchant balances, payouts, and commissions may be reversed or adjusted when a refund is approved.

Non-returnable or restricted items

Some items may not be returnable for hygiene, safety, perishability, customization, or legal reasons. These restrictions should be made clear on the product, merchant policy, or order page where applicable.

Disputes

If a customer and merchant disagree, ShopCity may review messages, order records, payment records, delivery updates, photos, and support history before making an operational decision.