Refund and Return Policy
Last updated: May 24, 2026
This policy covers two different areas: eshopOS platform subscriptions and merchant-customer sales conducted by independent merchants using eshopOS.
Core policy summary
| Area | Policy |
|---|---|
| Platform services | eshopOS subscription fees are generally non-refundable. You may cancel future renewal. |
| Merchant sales | Each merchant is responsible for the products they sell and the return/refund policy for their store. |
| Statutory rights | Local consumer rights apply where required by law. |
| Payment timing | Refund timing depends on the relevant payment provider, bank, card network, or mobile money operator. |
1. Platform subscription refunds
eshopOS subscription fees are charged for platform access, software, infrastructure, and support. Subscription fees are generally non-refundable unless required by law or explicitly stated in a separate written agreement.
You may cancel your subscription through the dashboard. After cancellation, access continues until the end of the current billing period, and the subscription does not renew.
2. Merchant liability and independence
eshopOS provides commerce infrastructure and technical tools. Each merchant operating on the platform is an independent business or legal entity.
The merchant is responsible for:
- Products and services sold through the store.
- Accuracy of product listings, pricing, availability, and descriptions.
- Fulfillment, delivery, returns, refunds, chargebacks, and customer support.
- Compliance with consumer-protection laws and provider rules.
eshopOS does not take possession of goods and is not a party to merchant-customer sales unless a separate written agreement says otherwise.
3. Standard return guidance
In the absence of a specific merchant policy, or where local law requires minimum rules, the following general framework may apply:
- Return requests are usually made within 14 to 30 days of receipt depending on region.
- Goods should be in original condition and packaging.
- Proof of purchase is required.
- Local law controls where it provides stronger customer rights.
4. Common non-returnable items
Some products are commonly excluded from returns, subject to local law and merchant policy:
- Digital downloads and software licenses once accessed.
- Perishable goods.
- Hygiene-sensitive personal care items.
- Custom-made or personalized products.
5. Refund processing
Refunds are generally returned to the original payment method. Processing times depend on the payment provider, bank, card network, or mobile money operator, and often take 5 to 10 business days.
Processor fees, chargeback liability, settlement timing, reversals, and payout impacts may be controlled by the provider and applied to the merchant payout account.