At ShopLetz, we are committed to delivering a seamless, satisfying, and transparent shopping experience to every customer. Your satisfaction is important to us, and we strive to ensure that each product you purchase meets your expectations. However, we understand that there may be instances where you are not fully satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be issued, and how you can initiate a refund request.
Please read this policy carefully before making a purchase on our platform.
1. Eligibility for Refund
Refunds are only applicable under specific conditions. You may be eligible for a refund under the following circumstances:
1.1. Defective or Damaged Product
If the item you received is defective, broken, or damaged upon arrival, you may request a full or partial refund. Please ensure that you notify us within 7 days of receiving the product.
1.2. Wrong Item Delivered
If the product you receive differs significantly from the product described or ordered (wrong size, color, model, or a completely different item), you are entitled to a refund or replacement at no additional cost.
1.3. Product Not Received
If your order does not arrive within the estimated delivery timeframe (typically 15-30 business days depending on your location), you may be eligible for a refund. Please contact us within 45 days from the order date to report a non-delivery issue.
1.4. Cancellation Before Shipping
If you change your mind about a purchase and want to cancel before the order is processed or shipped, we will process a full refund. However, once the order is shipped, cancellation will not be possible, and you will need to wait for the product to be delivered before initiating a return.
2. Non-Refundable Items
Certain items are not eligible for refunds. These include but are not limited to:
- Downloadable digital products
- Gift cards or promotional vouchers
- Clearance, final sale, or non-returnable marked items
- Items returned without original packaging
- Used, altered, or damaged items not due to our error
3. Timeframe for Refund Requests
To be eligible for a refund, you must submit a request within the following time limits:
| Reason for Refund | Request Timeframe |
|---|---|
| Damaged/Defective Item | Within 7 days of delivery |
| Wrong Item Delivered | Within 7 days of delivery |
| Item Not Delivered | Within 45 days of order date |
| Order Cancellation | Before order is shipped |
Requests submitted after the applicable timeframe may not be accepted unless there are exceptional circumstances.
4. Return Process
If you are required to return an item to be eligible for a refund, follow these steps:
Step 1: Contact Us
Email our support team at support@shopletz.store or use the Contact Us form on our website. Include:
- Order number
- Reason for return/refund
- Clear photos (if applicable)
Step 2: Wait for Authorization
Our support team will review your request and notify you if the return is approved. We may provide a return label or specific return instructions.
Step 3: Ship the Item
Return the product in its original packaging, unused and undamaged, within 7 days of receiving return approval. Customers are responsible for the return shipping costs unless the item was defective or incorrect.
Step 4: Receive Refund
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5–10 business days to your original method of payment.
5. Refund Method
Approved refunds will be credited to your original method of payment unless otherwise requested. Depending on your payment provider, the refund may take 5–15 business days to reflect in your account.
We do not offer refunds via alternative methods (e.g., cash or check) for online purchases.
6. Partial Refunds
In certain circumstances, partial refunds may be granted, such as:
- Returned items not in original condition
- Items with missing accessories
- Late return beyond allowed window (at our discretion)
7. Exchange Policy
Instead of a refund, you may request a product exchange if:
- You received the wrong size, color, or item
- The product was damaged or defective
We will process the exchange at no additional cost once the original item is returned (where applicable). Exchanges are subject to product availability.
8. Shipping Costs
- If a return is due to ShopLetz’s error (e.g., wrong or defective product), we will cover the shipping cost.
- If the return is due to a change of mind or incorrect order by the customer, the buyer is responsible for return shipping costs.
- Shipping costs from the original order are non-refundable unless the return is due to our error.
9. Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again.
- Contact your credit card company—it may take some time before the refund is officially posted.
- Contact your bank—there is often some processing time before a refund is posted.
- If you’ve done all of this and still have not received your refund, please contact us at support@shopletz.store.
10. Fraudulent or Suspicious Claims
ShopLetz reserves the right to refuse refund requests that:
- Show signs of fraudulent activity
- Are abusive or repetitive
- Lack sufficient proof (photos, evidence, etc.)
We take fraud prevention seriously to protect the integrity of our refund process and our customers.
11. Custom Orders and Pre-orders
Products that are customized or pre-ordered are made specifically for you. These items are not eligible for return or refund unless they arrive defective or significantly different from their description.
12. International Orders
For international customers:
- Shipping timelines may vary significantly.
- Customs duties, taxes, or fees are non-refundable.
- Refunds due to non-delivery may only be issued after the delivery timeframe exceeds 45 business days.
13. Canceling or Changing Orders
Once an order has been placed:
- You may cancel or modify the order within 2 hours or before shipping confirmation is sent.
- After the order has been processed or shipped, we are unable to cancel or alter the order.
- If you no longer want the item, wait for delivery and initiate a return request following our return process.
14. Dispute Resolution
If you are unhappy with a refund decision or want to escalate a concern, please reach out to our support team. We value customer feedback and will work to resolve disputes fairly and promptly.
15. Contact Information
If you have any questions or need help regarding our refund policy or your specific order, please contact us:
- Email: support@shopletz.store
- Contact Form: https://shopletz.store/contact
- Business Hours: Monday to Friday, 9 AM – 6 PM (IST)
16. Policy Updates
ShopLetz reserves the right to modify or update this Refund Policy at any time to reflect changes in our business processes or legal obligations. Any changes will be posted on this page with a revised effective date.
We encourage users to review this policy periodically to stay informed about our procedures.