RETURN & REFUND POLICY

Effective Date: July 19, 2026

At ShopX Network ("ShopX"), we want customers to be satisfied with their marketplace purchases. This Return & Refund Policy outlines the terms and procedures for requesting returns, replacements, exchanges, or refunds from independent vendors operating on ShopX.

1. PRE-DELIVERY ORDER CANCELLATION

If an order has been paid for but has NOT yet been dispatched/shipped by the vendor, the customer may request cancellation:

• Customers may request cancellation directly from the My Orders section.
• The customer will receive a FULL refund credited to their ShopX Wallet or original payment method.
• The order status will be updated to Cancelled and the vendor will be notified.
• Once an order has been dispatched/shipped, pre-delivery cancellation is no longer available.

2. POST-DELIVERY RETURN ELIGIBILITY

A. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If the delivered product is defective, damaged during delivery, wrong product received, or materially different from the product listing description, the customer may request:

1. An Exchange / Replacement; OR
2. A FULL refund.

The request must be submitted within 3 days of confirmed delivery. Photo or video evidence must be attached to the request.

B. CHANGE OF MIND / STANDARD RETURNS

For eligible products returned due to a change of mind:

• The product must be in its original condition, unopened, unused, and resalable with all original packaging and accessories.
• After return and inspection approval, eligible returns qualify for an Exchange OR a 50% partial refund of the product purchase price (excluding non-refundable shipping charges).

3. PROOF AND EVIDENCE REQUIREMENTS

For post-delivery return requests, customers must provide clear photo or video evidence showing the product, product packaging, and visible defects, damage, or mismatches along with a written explanation.

4. NON-RETURNABLE GOODS

The following product categories are non-returnable post-delivery:

• Perishable food items
• Personal grooming goods
• Digital products
• Intimate apparel

Serious issues (such as receiving a completely wrong or counterfeit item) may still be reported for administrative review.

5. RETURN WORKFLOW

To request a return or refund:

My Orders → Select Order → Select Order Item → Request Refund/Return → Select Return Reason & Resolution → Upload Photo/Video Evidence → Submit Request

6. RETURN REQUEST STATUS SYSTEM

Customers, vendors, and administrators can track return progress through status stages: Return Requested, Awaiting Vendor Response, Under Inspection, Approved, Rejected, Refund Completed, or Dispute Opened.

7. REFUND PROCESSING

Approved refunds are processed within 3 to 5 business days and credited directly to the customer's ShopX Wallet or original payment method.

8. VENDOR RESPONSIBILITIES

Vendors must respond to return requests promptly, provide accurate product descriptions, properly package items to prevent transit damage, and fulfill approved exchanges.

9. CUSTOMER RESPONSIBILITIES

Customers must submit return requests within the 3-day eligibility window, provide accurate information and evidence, and return products in original condition for standard returns.

10. ORDER DISPUTES & ESCALATION

If a customer and vendor cannot resolve a return issue, either party may escalate the matter to ShopX Dispute Resolution for administrative review and final decision.

11. SHIPPING & LOGISTICS RESPONSIBILITY

For defective, damaged, or incorrect items, the vendor is responsible for return shipping costs. For change-of-mind returns, the customer is responsible for return shipping costs.

12. CONTACT INFORMATION

For return assistance or inquiries, contact ShopX Support at official@shopxnetwork.com or call 08145232837.