Refund Policy

Last updated: May 20, 2026

1) Scope Of This Refund Policy

This Refund Policy explains two different things:

refunds relating to payments made to Shopex itself, such as subscription or platform charges; and
customer return or refund requests submitted through a Shopex Store.

The relevant Store remains primarily responsible for its own products, warranties, delivery obligations, and customer remedies, except where Shopex directly processes an eligible payment reversal or where Shopex has a direct legal duty in the specific case.

2) Shopex Subscription And Platform Charges

Payments made to Shopex for subscription purchases, paid upgrades, renewals, setup work, add-ons, Store ID changes, or similar platform services become non-refundable once the payment is confirmed or completed, except:

where applicable law requires a refund;
where Shopex expressly states otherwise in writing; or
where Shopex confirms a clear billing error, duplicate charge, or unauthorized charge that Shopex is responsible for.

Third-party charges, domain registration charges, bank charges, card-network charges, or similar external costs are not refundable by Shopex unless Shopex has actually recovered those amounts and the law requires the refund.

3) Cancelling Shopex Service

Store owners may stop using Shopex at any time, but cancellation or non-use does not automatically entitle the Store owner to a refund, partial refund, or prorated credit for charges already validly incurred.

4) Customer Product Returns And Refunds

Customer return or refund requests through Shopex are available only for physical products and only if the relevant Store has enabled returns and refunds.
The Shopex shared return-request flow is intended for genuine issues such as damaged items, defective items, wrong items, missing items, or another valid problem accepted by the Store or required by law.
Requests must be submitted within 10 days after the order is marked Out for Delivery.
Change-of-mind requests are not accepted through the standard Shopex return-request flow unless the Store expressly offers a broader policy.
Approved refunds normally cover only the approved affected item value. Delivery charges, service charges, and unaffected items are not refunded unless the Store agrees otherwise or applicable law requires otherwise.
Nothing in this Policy removes any right that cannot lawfully be excluded, including rights arising under applicable consumer law, warranty law, court orders, or regulatory directions.

5) How Customers Request A Refund

Customers must use the order tracking page during the active request window.
Customers must select the affected item or items, give a reason for each selected item, and upload supporting proof for each selected item.
Up to 3 proof images may be uploaded for each selected item.
For orders paid by bank transfer or cash on delivery, the customer must also provide the bank account that should receive the refund if the Store approves it.

6) How Refund Requests Are Reviewed

The Store reviews the request and decides whether it is approved or declined, subject to any rights that apply under law.
The Store may ask for reasonable supporting information where needed to assess the request.
Shopex may delay, review, restrict, or prevent refund-related actions where reasonably necessary to prevent fraud, false claims, duplicate refunds, payout abuse, security issues, or financial loss.

7) Approved Refunds By Payment Method

Debit/Credit Card Orders: where the request is approved for an eligible card-paid order, Shopex may submit the refund through the connected payment provider back to the original card payment flow for the approved amount. Actual completion timing depends on the payment provider and the customer's bank.
Bank Transfer Orders: where the request is approved for a bank transfer order, the Store must manually send the approved refund amount to the customer using the approved refund details and only then mark the refund as completed in the dashboard.
Cash On Delivery Orders: where the request is approved for a cash on delivery order, the Store must manually send the approved refund amount to the customer using the approved refund details and only then mark the refund as completed in the dashboard.

8) Card Holds, Payout Controls, And Pre-Accept Cancellations

For eligible customer card payments, approved order value may remain in an on-hold balance during the refund-request window. Shopex may reduce or keep back the relevant amount before the remaining eligible balance becomes available for payout.
If a customer cancels a paid online card order before the Store accepts it, Shopex may automatically submit a refund request through the connected payment provider where the payment is eligible and the transaction can be safely verified.
Shopex may delay, retry, or move a case to manual review where needed to prevent duplicate refunds, fraud, payment abuse, or financial loss.

9) Processing Times

Card refund timing depends on the payment provider, acquiring bank, issuing bank, and card network.
Manual refunds for bank transfer or cash on delivery are handled by the Store, not by Shopex's own settlement system, and timing depends on when the Store actually sends the payment, subject to any legal or contractual requirement that applies to the Store.

10) Chargebacks, Reversals, And Abuse

If a payment made to Shopex is reversed, disputed, charged back, or reasonably suspected to be abusive or fraudulent, Shopex may suspend platform access, delay payouts, recover related costs where legally permitted, and take reasonable steps to protect the platform, Stores, customers, and payment ecosystem.

11) Mandatory Rights And Remedies

If applicable law requires a refund, replacement, repair, compensation, or another remedy in a specific case, Shopex and the relevant Store will comply with the legal requirement that applies to them. Nothing in this Policy prevents a person from seeking any remedy available under applicable law or from making a complaint to the appropriate authority.

12) Contact

For Shopex billing questions relating to payments made directly to Shopex, contact info@shopex.lk.