Obligation: Every vendor must accept returns within 7 days after delivery for products that are broken, do not match the picture, or are the wrong item.
Change of mind: The vendor must accept unopened products. The customer pays 15% and the pickup fee, and the vendor receives the 15% for the work involved.
Who pays: If the vendor made the mistake (broken, wrong item, misleading photo), the vendor pays the pickup fee and the refund. If the driver broke the product, the driver pays for it.
Pickup: The ShopUAG driver brings the product to the vendor. The vendor has 48 hours to inspect and confirm it. If the vendor does not respond within 48 hours, ShopUAG approves the refund automatically.
Money: ShopUAG deducts the refund amount from the vendor's balance. If the balance is not enough, the account becomes negative, and new sales will pay off the debt before the vendor can withdraw money.
Non-returnable products: The vendor may mark some products as "non-returnable" (food, opened hair products, underwear, and other hygiene products), but the rule for broken products stays the same.
Disputes: If the vendor disagrees, they can send evidence within 48 hours. ShopUAG admin makes the final decision.
Penalties: Vendors with too many returns or who refuse returns without reason will lose points on their risk score, and their account may be suspended.
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