Return & Refund Policy
Effective Date: 1-July-2026
Website: shopmartslu.com
At Shop Mart, we strive to provide a fair and transparent marketplace experience for both customers and vendors. This Return and Refund Policy explains the conditions under which returns, refunds, and exchanges may be requested for purchases made through the Shop Mart marketplace.
1. Marketplace Disclaimer
Shop Mart Ltd. operates an online marketplace connecting customers with independent vendors.
Products and services available on Shop Mart are sold by independent vendors and not by Shop Mart Ltd., unless expressly stated otherwise.
Refund and return requests are reviewed and coordinated through Shop Mart in accordance with this policy, but responsibility for product quality, accuracy, and fulfillment remains with the individual vendor.
2. Refund Request Period
Customers may request a refund for eligible products within seven (7) calendar days from the date the order is marked as completed.
Refund requests submitted after the seven (7) day period may not be eligible for consideration.
3. Eligible Refund Reasons
Refund requests may be approved for reasons including:
- Product received damaged.
- Product received defective or not functioning as advertised.
- Incorrect product received.
- Product significantly differs from its description.
- Incomplete order received.
- Vendor unable to fulfill the order.
Shop Mart reserves the right to request supporting evidence, including photographs, videos, or additional details, before making a determination.
4. Non-Refundable Items
Unless otherwise required by law, refunds will generally not be provided for:
- Digital products or downloadable content.
- Gift cards or gift certificates.
- Personalized or custom-made items.
- Products damaged through customer misuse.
- Products returned without original components where applicable.
- Items clearly marked as non-refundable at the time of purchase.
5. Change of Mind Returns
Vendors are not required to accept returns or provide refunds for change-of-mind purchases unless they choose to do so.
Any voluntary return policy offered by a vendor shall be clearly stated within the product listing.
6. Return Condition Requirements
Where a return is approved, products must generally be returned:
- In substantially the same condition as received.
- With original accessories, manuals, and components where applicable.
- Without intentional damage or misuse.
Failure to meet these requirements may result in denial of the refund request.
7. Refund Review Process
When a refund request is submitted:
- The request is reviewed by Shop Mart and the vendor.
- Additional information may be requested.
- A determination will be made based on the available evidence.
- The customer will be notified of the outcome.
Shop Mart reserves the right to make the final determination regarding marketplace disputes and refund eligibility.
8. Refund Methods
Approved refunds will generally be issued using the original payment method whenever reasonably possible.
Depending on the payment provider and financial institution involved, refund processing times may vary.
Shop Mart is not responsible for delays caused by payment processors, banks, or other third-party financial institutions.
9. Return Shipping Costs
If a return is required due to:
- A defective product;
- A damaged product; or
- An incorrect product supplied by the vendor;
the vendor may be responsible for reasonable return shipping costs where applicable.
For returns based on customer preference or change of mind, return shipping costs may be the responsibility of the customer.
10. Fraudulent Refund Claims
Shop Mart reserves the right to deny refund requests that are determined to be fraudulent, abusive, misleading, or unsupported by available evidence.
Customers who repeatedly abuse the refund process may have their accounts restricted, suspended, or terminated.
11. Chargebacks
Customers are encouraged to contact Shop Mart before initiating a chargeback or payment dispute.
Where a chargeback is initiated, Shop Mart may investigate the transaction and provide relevant information to the payment provider.
12. Limitation of Liability
Shop Mart facilitates communication and dispute resolution between customers and vendors but is not the manufacturer, distributor, or seller of marketplace products unless expressly stated otherwise.
Shop Mart shall not be liable for indirect, consequential, incidental, or special damages arising from product returns, refund disputes, or vendor actions.
13. Changes to this Policy
Shop Mart may modify this Return & Refund Policy at any time.
Updated versions will be posted on this page with a revised effective date.
14. Contact Us
Shop Mart Ltd.
Almondale, Union
Castries, LC02 801
Saint Lucia
Customer Support:
support@shopmartslu.com
General Enquiries:
info@shopmartslu.com
Shop Mart Ltd. – Saint Lucia’s Online Marketplace
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