Refund Policy

1) Shopix Subscription Payments

Payments made to Shopix for a first-time subscription purchase, a subscription renewal, or a paid plan upgrade become non-refundable once the payment is confirmed or completed, except where applicable law requires a refund.

• Setup services, one-time service work, add-ons, domain registration fees, and third-party charges are non-refundable unless Shopix expressly states otherwise in writing.
• Store payout requests may be subject to a 3.5% processing fee, which is disclosed in the dashboard before the request is submitted.

2) Shopix Subscription Refund Requests

There is no seller self-service or standard request flow for confirmed or completed Shopix subscription payments. If applicable law requires a refund or Shopix needs information to investigate a billing error, Shopix may request supporting details directly.

3) Customer Product Returns And Refunds

• Customer returns and refunds are available only for physical products and only if the Store has turned on returns and refunds.
• The same shared Shopix returns and refunds policy is applied across Stores that enable this feature.
• Requests must be submitted within 10 days after the order is marked Out for Delivery.
• Change-of-mind requests are not accepted.
• Delivery charges, service charges, and items not included in the approved refund are not refunded unless the Store confirms otherwise.

4) 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, enter 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 enter the bank account that should receive the refund if the Store approves it.

5) Approved Refunds By Payment Method

• Debit/Credit Card Orders: If the Store approves a valid refund request for an eligible card-paid order, Shopix may submit the refund through the connected payment provider back to the original card or card payment flow for the approved item value. Refund timing depends on the payment provider and the customer's bank.
• Bank Transfer Orders: If the Store approves a valid refund request for a bank transfer order, the Store must manually send the approved refund amount to the customer bank account provided in the refund request and then mark the request as refunded in the dashboard.
• Cash On Delivery Orders: If the Store approves a valid refund request for a cash on delivery order, the Store must manually send the approved refund amount to the customer bank account provided in the refund request and then mark the request as refunded in the dashboard.

6) Card Holds And Payout Controls

For eligible customer card payments, approved order value may remain in an on-hold balance during the refund-request window. Shopix may reduce or keep back the relevant held amount for an approved refund before the remaining eligible balance becomes available for payout.

7) Pre-Accept Card Cancellation Refunds

If a customer cancels a paid online card order before the Store accepts it, Shopix may automatically submit a refund request through the connected payment provider where the payment is eligible and the transaction data can be safely verified. Processing times depend on the payment provider and the customer's bank. Shopix may delay, retry, or move a case to manual review where needed to prevent fraud, misuse, duplicate refunds, or financial loss.

8) Fraud, Misuse, And Duplicate Protection

Shopix may delay, reject, retry, or manually review a refund-related action where needed to prevent fraud, duplicate refunds, false claims, false proof uploads, payout abuse, or financial loss.

9) Payment Reversals And Chargebacks

If a payment made to Shopix is reversed, disputed, or charged back, Shopix may suspend platform access, recover related costs, and take reasonable steps to protect the platform and its business interests, to the maximum extent permitted by law.

10) Exceptions Required By Law

If applicable law requires a refund in a specific case, Shopix will comply with that legal requirement. Except for those situations, payments to Shopix remain non-refundable.

11) Contact

For billing questions related to Shopix subscription payments, contact info@shopix.com.lk.