shoppin refund, returns & exchange policy

how our made-to-order model works

at shoppin, every product is hand-stitched to order. we do not hold stock; when you place an order, we source the fabric and make your product individually for you. shoppin is the seller of the products offered through the platform, and we process your payment and arrange shipping and delivery directly. because each product is custom-made for you, this policy is different from a standard off-the-shelf store, and we explain it in full below.

this policy forms part of, and should be read together with, our terms of service.

return window

because every product is hand-stitched to order specifically for you, we are not able to offer standard change-of-mind returns or exchanges. however, if your product arrives damaged, defective, or not what you ordered, you are covered. to make a claim, please contact us within 14 days of delivery using the process set out below. we recommend checking your order as soon as it arrives.

change of mind and sizing

because each product is made to order, sales are final for change-of-mind reasons. please choose your design and size carefully before ordering. we are not able to accept a return or offer an exchange simply due to a change of mind, a change in preference, or a sizing choice you later wish to change. fit depends on the size you select, so we recommend following any size guide we provide before you order. this does not affect your rights where an item is damaged, defective, or not as described (see below), or your statutory rights.

damaged, defective, or incorrect items

if your product arrives damaged, defective, or is not the item you ordered, you may claim a full refund as follows:

1. record a continuous unboxing video that clearly shows the sealed package being opened and the damage or defect to the product. this video is required as proof.
2. contact us at support@shoppin.app within 14 days of delivery with the video and your order details.
3. if we verify the issue from your video, we will refund the full amount paid for that product.

in most cases you may keep the product (you do not need to ship it back) and you will still receive the refund. where we do ask you to return an item, we will cover the cost of return shipping and provide a prepaid label or reimburse your reasonable postage — you will never pay return shipping for a damaged, defective, or incorrect item.

return shipping and restocking fees

• who pays return shipping: for damaged, defective, or incorrect items, shoppin pays return shipping (where a return is needed at all). change-of-mind returns are not accepted, as products are made to order.
• restocking fees: we do not charge any restocking fees.

return address

please do not send any item back before contacting us — in most damaged or defective cases you can keep the item and no return is needed. where we confirm that a return is required, we will provide return instructions and a prepaid label. our returns address is:

orders we are unable to fulfil

if we decline or cancel your order before production begins (for example, if we are unable to source suitable fabric), we will refund the full amount you paid for that order. where we cannot source the exact fabric, we may instead contact you to offer a comparable alternative, and proceed only if you agree.

how and when refunds are issued

approved refunds are issued to your original payment method (paypal, google pay, apple pay, or stripe, as applicable). we process refunds within 5–10 business days of approving your claim — that is, from the point we verify your damage/defect video, or, where a physical return is required, from the point we receive the returned item. the time it takes for the refund to then appear in your account depends on your bank or payment provider.

your statutory rights

nothing in this policy limits any rights you have that cannot be excluded under the consumer-protection laws of your jurisdiction, including, in india, the consumer protection act, 2019 and the rules made under it.

need help?

for any question about a cancellation, a damaged item, or a refund, please contact our customer support team at support@shoppin.app