Refund & Return Policy

1. Overview

This Refund & Return Policy governs two areas: (a) your subscription to eshopOS services, and (b) the general framework for transactions between Merchants and Customers on our platform.

2. Platform Subscription Policy

All eshopOS subscription fees are non-refundable. You may cancel your subscription at any time through your dashboard settings. Upon cancellation, you will continue to have access to the service until the end of your current billing period, after which your subscription will not renew.

3. Merchant Liability & Independence

eshopOS provides the infrastructure and technical means for commerce. Each Merchant operating on the platform is an independent legal entity. The Merchant is fully and solely liable for the products they sell, the accuracy of their listings, and the fulfillment of returns or refunds to their customers.

eshopOS does not take possession of goods, nor are we a party to the transaction between the Merchant and the Customer. Any disputes regarding product quality, delivery, returns, chargebacks, or payment reversals must be resolved directly with the Merchant.

For merchant sales, payment processor fees and dispute liabilities are applied to the Merchant payout account. Platform subscription fees and platform sales commissions are separate charges and are not treated as customer-sale refunds.

For more detail on the separation between platform subscription billing, customer payments, and merchant payouts, see the Payments, Payouts, and Subscriptions guide.

Customers are advised to review the specific return policy of the individual store before making a purchase.

4. Standard Return Guidelines

In the absence of a specific merchant policy, or where local law mandates minimum requirements, the following standard applies:

• Items must be returned within 14-30 days of receipt depending on the region.
• Goods must be in their original condition and packaging.
• Proof of purchase (the order confirmation or receipt issued by the Merchant) is required.

5. Exceptions & Non-Returnable Items

The following items are generally excluded from return policies globally:

• Digital downloads and software licenses once accessed.
• Perishable goods (food, flowers).
• Personal care items (hygiene products).
• Custom-made or personalized products.

6. Refund Processing

Refunds are processed back to the original payment method used (Paystack, M-Pesa, Card, etc.). Processing times vary by provider but typically range from 5 to 10 business days.

Processor timing, settlement windows, and dispute handling rules are controlled by the payment processor. Merchants are responsible for ensuring sufficient balances and resolving any chargeback evidence requests within processor deadlines.

Merchant eligibility, refunds, chargebacks, settlement, reversals, and payout timing may also be subject to provider terms and the Acceptable Use Policy.

7. Global Compliance

We comply with consumer protection laws in all jurisdictions where we operate, including the EU Consumer Rights Directive, the UK Consumer Rights Act, and relevant African regional trade regulations. Where local laws provide for a longer withdrawal period, those laws shall prevail.

8. Contact Information