© 2026 | Shopperoll | All rights reserved.
Refund & Return Policy
When you can return an item, how long you have, how refunds are calculated and issued, who pays return shipping, and how to appeal a decision.
Clear rules, a 30-day minimum window, and a fair appeals process—here’s exactly how returns work.
IMPORTANT: This Refund & Return Policy explains how cancellations, returns, and refunds work on Shopperoll—when you can return an item, how long you have, how refunds are calculated and issued, who pays for return shipping, and how to appeal a decision. Shopperoll is a marketplace of independent vendors. Returns are handled according to platform rules together with each store’s configured return settings (and, in some cases, item-specific settings). This policy describes the platform-wide framework and the protections that apply across stores.
This policy should be read together with our Shipping Policy, our Terms of Service, and our Privacy Notice. If there is any conflict between this guide and those policies, those policies control. We may update this policy as our returns tools and protections evolve.
I. CANCEL BEFORE SHIPMENT, RETURN AFTER SHIPMENT
There are two different paths depending on where your order is in its journey. Before an item has shipped, the appropriate action is a cancellation (the return flow is not available for items that have not shipped yet). After an item has shipped or been delivered, you use the return/refund flow described below. If a paid order is never shipped, an automatic protection may cancel and refund it for you (see Section X).
II. RETURN WINDOW
Shopperoll enforces a platform minimum return window of 30 days. The clock starts from the delivery date when a delivery scan is available; if there is no delivery scan, it starts from the shipment date. A store’s own default window cannot be shorter than this 30-day floor—if a vendor sets a shorter default, the platform still honors 30 days. Vendors may choose to offer a longer window.
Product-specific exceptions. Individual products may carry their own return setting. A product may be marked no returns (in which case returns are not available for that item), or it may have a custom window set by the vendor (between 1 and 45 days), which applies to that product as written. Where a product has no special setting, the store policy and the 30-day platform minimum apply. Any product-level return restriction is shown with the item.
III. RETURNS ARE ITEM-SCOPED
Returns and refunds are requested per item, not for a whole order at once. If you want to return several items, you request each one. Each item can have one active return at a time—if a return for an item is already in progress or resolved, you can’t open a duplicate for the same item.
IV. HOW TO REQUEST A RETURN OR REFUND
You start a return from your dashboard by selecting the item(s) and providing a few details:
- A reason. For example: damaged item, not as described, wrong item, late delivery, buyer’s remorse, or other. The reason can affect how the request is reviewed.
- Photos, when required. For damaged-item claims, a store may require at least one photo as evidence. You can attach photos to support your request.
- A return type (flow). A request is either refund-only (no item sent back) or return-for-refund (you send the item back and a refund follows).
- A return method, for return-for-refund. Where applicable, you choose a prepaid label, self-ship, or pickup. A return-for-refund request is issued an RMA number to track the return.
- An amount (optional). By default, the request is for the item’s line total minus its share of shipping (see Section VI). You may request a smaller amount, but not more than the maximum refundable amount.
V. APPROVAL: AUTO-APPROVAL VS. VENDOR REVIEW
Physical returns always require vendor review. Any return-for-refund (where you send the item back) is reviewed by the vendor before it is approved. Only refund-only requests are eligible for auto-approval, and only when the store has enabled it. Even then, a store can require manual review for certain reasons (for example, buyer’s remorse or defect claims) or for high-value requests above a threshold the store sets.
Small “returnless” refunds. A store may set a low-value threshold under which a refund is granted without asking you to ship the item back. In those cases the request is treated as refund-only and may be auto-approved. A return moves through clear statuses: it starts as Pending (awaiting review) or Approved, and ends as Declined or Processed (refund issued).
VI. HOW REFUNDS ARE CALCULATED
Item value. A refund is based on the item’s line total (unit price × quantity for what you’re returning). Outbound shipping is non-refundable: the shipping you paid at checkout was already used to deliver the item, so an item’s proportional share of shipping is deducted from the refundable amount. The maximum you can be refunded for an item is therefore its line total minus its shipping share.
Return shipping (who pays). For return-for-refund, who pays for the return label depends on the store’s (or product’s) return settings—it may be buyer-paid or vendor-paid. When the return is buyer-paid and a prepaid return label is used, the cost of that return label is deducted from your refund. Shopperoll does not currently apply restocking fees to refunds.
Buyer protection overrides. Regardless of a store’s configured return-shipping setting, responsibility may be shifted (for example, to the vendor) where required by law or where a buyer-protection outcome applies—such as an item not as described, a counterfeit claim, or shipping damage.
VII. INSPECTION AND WHEN THE REFUND IS ISSUED
For a return-for-refund, the refund is generally issued after the returned item has been sent back and received (the return shipment shows delivered) and the vendor has had the opportunity to inspect it. For a refund-only request, the refund can be issued once approved, without an item coming back. Refunds are returned to your original payment method through our payment provider. After a refund is issued, your bank or card network may take additional business days to post it to your account.
VIII. APPEALS
If your return is declined, you may file an appeal within 45 days of your return submission. An appeal is reviewed by Shopperoll, and we may—at our discretion—override the outcome (for example, issue a refund and/or provide a return label) to protect buyers and resolve the dispute fairly, or uphold the vendor’s decision. Separately, if a vendor does not respond to a pending return for an extended period, the request may be automatically flagged for escalation so it doesn’t stall.
IX. SHOPPEROLL’S ROLE AND ADMINISTRATIVE DECISIONS
Shopperoll facilitates the returns process—collecting requests and evidence, enabling messaging, and processing refunds—to keep the marketplace fair. Within applicable windows, Shopperoll may also initiate or override a refund, issue a refund directly, provide a return label, or make a final decision on a dispute or buyer-protection claim. We use these powers to address fraud, repeated policy violations, unsafe products, or to comply with the law and payment-provider rules. Administrative decisions are recorded as overrides for auditability.
X. AUTOMATIC CANCELLATION & REFUND FOR UNSHIPPED ORDERS
To protect buyers, if a paid order has not shipped within 7 days of purchase—and there is no active return or refund already on it—Shopperoll may automatically cancel the order and refund you in full. If your payment was only authorized (held but not yet captured), the hold is released and the order is canceled instead of a charge being refunded. If your payment was already captured, the full amount is refunded to your original payment method. This protection runs automatically; you don’t need to request it.
XI. DISPUTES AND CHARGEBACKS
If something goes wrong, please contact us first—most issues can be resolved faster through Support than through a bank dispute. If you file a chargeback with your bank or card network, the disputed funds may be reversed and additional fees can apply, and we may coordinate evidence (such as proof of shipment and delivery and order communications) as part of the dispute process. Refund and dispute outcomes can occur after an initial settlement, in which case related amounts may be adjusted accordingly.
XII. CHANGES TO THIS POLICY
We may update this Refund & Return Policy as our tools and protections change. When we make significant changes, we may also update related pages so expectations stay consistent across the site. Unless otherwise stated, updates take effect when published.
XIII. CONTACT
For help with a return, refund, or appeal, use the in-dashboard Support / Help experience or contact us at engage@shopperoll.com. Including your order number, the item(s) involved, and any relevant photos helps us review your request faster.
© 2026 | Shopperoll | All rights reserved.
Effective Date: June 13, 2026