Refund & Dispute Policy

At Shopovia, we prioritize transparency, fairness, and buyer confidence. This Refund & Dispute Policy outlines how concerns, disputes, and refund requests are handled within our centralized B2B export process.

1. Nature of Transactions

Shopovia is not an open marketplace.
All sourcing, communication, quality coordination, and export processes are managed centrally by our export team.

Because B2B export transactions involve custom production, bulk quantities, and international logistics, refunds are handled under specific conditions outlined below.

2. Eligibility for Refund Requests

Refunds may be considered only in the following cases:

• Product does not match approved specifications

• Verified manufacturing defect confirmed before shipment

• Failure to meet agreed quality standards

• Order cancellation approved before production begins

• Goods significantly differ from approved samples (where applicable)

Each case is reviewed individually by Shopovia’s export team.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Change of mind after production has started

• Custom, OEM, or private label orders once approved

• Minor variations within agreed tolerance levels

• Delays caused by customs authorities, ports, shipping carriers, or force majeure

• Incorrect information provided by the buyer (specifications, destination, documents)

4. Quality & Inspection Process

• Product specifications are confirmed prior to production

• Quality checks are conducted where applicable

• Buyers may request samples (when available) before bulk production

• Approval at sample or production stage confirms acceptance

5. Dispute Resolution Process

If a dispute arises, the following steps apply:

• Buyer submits a written complaint to Shopovia

• Shopovia reviews documentation, approvals, and communication history

• Manufacturer is consulted where required

• Resolution is proposed (correction, partial adjustment, or clarification)

• Shopovia will acknowledge dispute submissions within 3 business days and begin internal review.

Our goal is fair resolution, not unnecessary escalation.

6. Refund Method & Timeline

• Approved refunds are processed via the original payment method

• Processing time varies depending on transaction type and bank channels

• Partial refunds may apply where appropriate

Shopovia does not guarantee instant refunds due to international transaction constraints.

7. Shipping & Logistics Responsibility

Once goods are shipped and documents are issued:

• Responsibility transfers according to agreed Incoterms

• Shipping delays, port congestion, or carrier issues are outside Shopovia’s direct control

However, we continue to support coordination and communication until delivery.

8. Buyer Responsibilities

Buyers are responsible for:

• Reviewing quotations and specifications carefully

• Confirming approvals in writing

• Providing accurate import and destination details

• Complying with local import regulations

9. Confidentiality & Fairness

All disputes are handled:

• Confidentially

• Centrally

• Without sharing buyer or supplier contact details

10. Contact for Disputes

To raise a dispute or refund request, contact:

📧 info@shopoviall.com
Subject Line: Refund / Dispute Request – Order Reference

11. Policy Updates

Shopovia may update this Refund & Dispute Policy from time to time. Any revisions will be published on this page and become effective upon publication.