Refund Policy

Effective Date: 

To create a reliable business environment and provide high-quality services, Shopiverse hereby issues the following general Return and Refund Policy.

This Policy applies to all Shopiverse users.

1. General Terms

Shopiverse reserves the right to update these terms when necessary. Any new version will be published on shopiverse.uk and will take effect immediately upon release.
If you do not agree with the updated Policy, you waive your right to use Shopiverse’s services. Continued use of our services will be considered acceptance of the updated Policy.

For after-sales issues, customers must submit a refund or reshipment request within 30 days of delivery. Requests submitted after this period may not be eligible for after-sales service.

Once a request is submitted, the customer must provide valid evidence to Shopiverse. If sufficient proof is not provided within the after-sales period, Shopiverse reserves the right to decline the request. The validity of the evidence will be determined solely by Shopiverse.

2. Order Cancellation

Before an order is shipped, the customer may request cancellation by contacting Shopiverse’s customer support.
Cancellation requests will be reviewed within 3 business days under the following conditions:

• Before warehouse processing: Eligible for a full refund.
  
• Custom products: Cannot be cancelled after payment.
  
• Private inventory orders: Cannot be cancelled as these products are made exclusively for you.
  

3. Loss in Transit

If a product is lost in transit, the customer must provide proof from a verified logistics or tracking website (e.g., a screenshot showing the loss status).
If verified, and if the customer has refunded their buyer within 30 days of confirmation of loss, Shopiverse will issue a refund.

4. Untimely Delivery

If an order has not been delivered within 30 days, customers may request a full refund with valid tracking proof showing the latest logistics update.

5. Damaged or Incorrect Items

If an item is received damaged or incorrect, please contact Shopiverse customer service within 7 business days of delivery and submit a refund or reshipment request with clear proof (photos or videos showing the issue, shipping slip, and barcode).

Refunds will be handled as follows:

• If the issue is Shopiverse’s responsibility, a full refund will be issued.
  
• If the package is severely damaged, customers may choose between full refund or reshipment.
  
• If the package is partially damaged (minor scratches or deformation excluded), a partial refund will be issued.
  
• If the evidence is unclear or invalid, Shopiverse reserves the right to decline the request.
  

6. Delivery Disputes

If tracking shows an order as delivered, but the customer claims non-receipt, they must first contact the last-mile carrierto report the issue.
Shopiverse can issue a refund only if valid proof is provided (e.g., a screenshot of the refund issued to the buyer) and the request is made within 30 days.

For orders shipped via YunExpress or WANB that arrive 30+ days later than the estimated delivery time, Shopiverse will gladly issue a refund or reshipment.
Orders shipped with other carriers are not eligible for after-sales service under this rule.

7. Returns

For products fulfilled by Shopiverse, returns are not required.
In most cases, international return shipping costs exceed the product’s value, and cross-border returns carry risks such as loss or damage in transit. Therefore, Shopiverse generally does not request item returns.

8. Force Majeure

Shopiverse is not responsible for delays or damages caused by circumstances beyond our control, including but not limited to: epidemics, wars, strikes, natural disasters (earthquakes, floods, storms, etc.), customs inspections, or international trade disruptions.

9. Unacceptable Disputes

Shopiverse reserves the right to reject refund or reshipment requests in the following cases:

• The customer does not like the product
  
• Claims that the description is inaccurate
  
• Complaints about smell
  
• The customer ordered the wrong item/SKU
  
• The customer provided an incorrect or incomplete address
  
• Missing contact number
  
• Processing time delays
  
• The customer refused to receive the package
  
• Deliveries to remote areas or P.O. Boxes
  
• For carriers other than YunExpress and WANB, orders arriving 30+ days later than estimated are not eligible for after-sales service.
  

10. Contact Us

If you experience any issues or have questions about your order, please contact our support team:
📧 Email: info@shopiverse.uk

Shopiverse will always strive to assist customers promptly and efficiently.