Refund Policy

General Refund Principles

  • Refunds are processed only for eligible orders as per the conditions described below.
  • We issue refunds to the original payment method used during the transaction.
  • Refund requests must be initiated within the designated return/refund window (usually 7–14 days from delivery, unless specified otherwise).
  • Some products (such as personalized items, hygiene-sensitive goods, or consumables) may not qualify for refunds due to safety, customization, or regulatory reasons.

2. Eligibility for Refunds

Customers may request refunds under the following circumstances:

  1. Defective or Damaged Products
    • If a product arrives damaged, defective, or significantly different from its description, you are eligible for a refund.
    • Evidence such as photographs, videos, or unboxing proof may be required.
  2. Incorrect Product Delivered
    • If you receive the wrong size, color, model, or item not matching your order, you may apply for a return/refund.
  3. Product Not Delivered
    • In cases where the order is lost in transit, not delivered within the promised time frame, or returned by the courier as undeliverable, you are entitled to a refund.
  4. Order Cancellation (Before Dispatch)
    • If you cancel your order before it is shipped, a full refund will be processed.
    • Once the order has been dispatched, the cancellation policy will no longer apply, and you must request a return instead.
  5. Quality Dissatisfaction
    • If the product quality does not meet reasonable expectations, you may raise a return request. Shopyilo reserves the right to evaluate the claim based on product category and inspection results.

3. Non-Refundable Items

Certain categories of products are not eligible for returns or refunds, including but not limited to:

  • Personal care, beauty, and hygiene products (opened cosmetics, skincare, haircare, undergarments, etc.).
  • Customized or personalized items (engraved products, made-to-order fashion, monogrammed accessories, etc.).
  • Perishable goods (food, beverages, fresh items).
  • Digital products or gift cards once delivered via email or SMS.
  • Items marked as “Final Sale” or “Non-Returnable” during purchase.

4. Return Conditions

For a refund to be processed, returned products must:

  • Be unused, unworn, and unwashed.
  • Be returned in their original packaging with tags, labels, accessories, manuals, and invoices intact.
  • Pass Shopyilo’s internal quality check to confirm eligibility.
  • Reach our warehouse within the specified time frame after approval of the return request.

Failure to meet these conditions may lead to rejection of your refund request.

5. Refund Process

Step 1: Initiating the Request

  • Log into your Shopyilo account.
  • Navigate to “My Orders” and select the item you wish to return.
  • Click “Request Refund/Return” and provide the necessary details (reason, photos, etc.).

Step 2: Approval or Rejection

  • Our team will review your request within 24–72 hours.
  • If approved, you will receive confirmation and return instructions.
  • If rejected, we will provide an explanation (e.g., item not eligible, evidence insufficient, etc.).

Step 3: Product Pickup/Shipping

  • For eligible returns, Shopyilo may arrange a pickup through our courier partners.
  • In regions where pickup is not available, customers must self-ship the product to our return warehouse.

Step 4: Inspection & Processing

  • Once the item is received, it undergoes a quality check.
  • If it passes, the refund process begins. If not, the item may be returned back to the customer without refund.

Step 5: Refund Completion

  • Refunds are credited to the original payment method within 7–10 business days of approval.
  • For COD (Cash on Delivery) orders, refunds are issued via bank transfer, store credit, or digital wallets.

6. Refund Modes

Refunds may be issued in the following forms:

  1. Original Payment Method – Credit/Debit Card, Net Banking, UPI, Wallets, etc.
  2. Store Credits/Wallet Refunds – Customers may opt for instant store credit, which can be used for future purchases on Shopyilo.
  3. Bank Transfer – For COD transactions or where original payment method is unavailable.

7. Partial Refunds

Partial refunds may be granted in cases such as:

  • Missing components (manuals, freebies, accessories).
  • Minor but acceptable wear/tear on returnable items.
  • Order with multiple items where only one item is eligible for refund.

8. Exchange Policy

Instead of refunds, customers may choose exchanges where applicable:

  • Size/color exchange for fashion apparel.
  • Replacement for defective/damaged products.
  • Exchanges are subject to stock availability.

9. Late or Missing Refunds

If you haven’t received a refund after the communicated time frame:

  • Check with your bank or payment provider, as processing times may vary.
  • Contact Shopyilo support at [Insert Email/Phone].
  • If still unresolved, escalate with proof of transaction to our grievance officer.

10. International Orders

  • International orders may have different return/refund rules depending on logistics and customs regulations.
  • Refunds for international shipments may exclude shipping fees, duties, or taxes.
  • Customers must comply with import/export regulations while returning products.
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