Refund & Dispute Policy

Introduction

At onlineshopo, we are committed to providing high-quality products and a fair dispute resolution process. This policy outlines the conditions under which refunds or replacements are offered and the specific evidence required to process your claim.

By placing an order on our website, you agree to the terms of this Refund & Dispute Policy.

Evidence Requirement — Video Only

Only Video Evidence is Accepted

We require clear, unedited video footage demonstrating the damage or defect. Photos and images are NOT accepted as valid proof for any refund or dispute claim. This policy ensures accurate assessment and prevents fraud.

Video Requirements:

Continuous footage — The video must be a single, unedited clip with no cuts, pauses, or edits.
Show the packaging — Start recording before opening the package. Show all sides of the sealed parcel, including the shipping label clearly.
Show the unboxing — Record the entire unboxing process without the product leaving the frame.
Show the damage/defect — Clearly display the damaged or defective area. Move the camera close enough to show the issue in detail.
Show the full product — After showing the damage, pan over the entire product to confirm it is the correct item.
Video format — Accepted formats: MP4, MOV, AVI, WEBM. Maximum file size: 100MB.
Timestamp — The video file metadata must show a creation date within 7 days of delivery.

Claims submitted with photos, screenshots, or images instead of video will be automatically rejected without review.

Eligible Dispute Cases

The following situations qualify for a refund or replacement when supported by valid video evidence:

1. Damaged Product

Product arrived broken, cracked, or physically damaged. Video must clearly show the damage upon opening the original packaging.

2. Defective Product

Product does not function as described (electronic items won't turn on, zippers don't close, etc.). Video must demonstrate the defect in action.

3. Wrong Item Received

The item received is completely different from what was ordered. Video must show the shipping label and the incorrect product clearly.

4. Missing Parts

Product arrived with missing components or accessories. Video must show the opened package and all contents laid out.

5. Significant Quality Deviation

Product material, color, or quality is substantially different from the product description. Video must clearly show the discrepancy.

Non-Eligible Dispute Cases

The following situations do not qualify for a refund or replacement:

Claims submitted without valid video evidence (photos/images only).
Claims filed more than 7 calendar days after delivery date.
Minor cosmetic variations that do not affect product functionality.
Slight color differences due to monitor/screen display settings.
Size discrepancies within the stated tolerance (±1-3 cm for clothing, ±0.5 cm for accessories).
Products that have been used, washed, or altered after delivery.
Buyer's remorse or change of mind after purchase.
Orders where the shipping address was incorrect or incomplete.
Damage caused by misuse, improper handling, or failure to follow care instructions.
Products marked as "Final Sale" or "Clearance" at the time of purchase.

Dispute Filing Timeline

To file a dispute, you must submit your claim and video evidence within the following timeframe:

Day 1 — Delivery Date

Package marked as delivered by the carrier. Record your unboxing video immediately.

Within 7 Days — File Your Claim

Submit your dispute via email with the required video evidence attached or linked.

1-3 Business Days — Initial Review

Our team reviews your video evidence and responds with a decision or follow-up questions.

3-7 Business Days — Resolution

If approved, your refund is processed or replacement order is created.

Refund & Compensation

When a dispute is approved, the following compensation options are available:

Full Refund — 100% of the product price refunded to your original payment method. Processing time: 5-10 business days.
Partial Refund — A percentage of the product price refunded for minor issues where the product remains functional.
Replacement — A new item shipped at no additional cost. Tracking provided within 3-5 business days.
Store Credit — Full value credited to your onlineshopo account for future purchases. Available immediately.

Shipping fees are non-refundable unless the error was on our part (wrong item shipped, etc.).

How to File a Dispute

All disputes must be submitted via email. Follow these steps:

Record a complete unboxing video following the Video Requirements above.
Compose an email with the subject line: "Dispute — Order #[Your Order Number]"
Include the following in your email:
- Your full name and order number
- Product name and SKU of the damaged/defective item
- Detailed description of the issue
- Attach the video file or provide a download link (Google Drive, Dropbox, etc.)
- Indicate your preferred resolution: Refund, Replacement, or Store Credit
Send the email to the address below.
Wait for our response within 1-3 business days.

Submit Your Dispute

Send your video evidence to:

[email protected]

Please allow 1-3 business days for initial review.

Important Reminders

Always record your unboxing — even if the package looks undamaged. Internal damage may not be visible from the outside.
Keep all original packaging and shipping materials until your dispute is resolved.
Do not return any items without authorization. Unauthorized returns will not be processed.
Multiple disputes from the same account may be subject to additional review.
onlineshopo reserves the right to modify this policy at any time. Changes will be posted on this page.

If you have any questions about this policy, please contact us at [email protected].

onlineshopo — https://www.onlineshopo.com