↩️ Refunds & Cancellations
Clear help when an order does not go as planned.
Find information about cancelling an order,
requesting a refund and reporting missing,
incorrect or damaged items.
Quick guide
The right route depends on whether the issue is with a product, the store, or the delivery.
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Want to cancel?
Act as soon as possible. Cancellation depends on the stage of the order and whether preparation or collection has started.
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Product problem?
Use Contact store from your order for missing, incorrect, damaged or unavailable products.
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Replacement or redelivery?
Where available, the store can offer a replacement before fulfilment or arrange a redelivery to resolve an item issue.
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Refund?
A partner store can resolve eligible issues for its own products through ShopZi, including an item or quantity refund where appropriate.
Cancellations, refunds and replacements
ShopZi provides the order tools; the partner store remains the seller of its own products and can resolve eligible product issues for its own orders.
Cancelling an order
If you want to cancel, act as soon as possible. Once a store has started preparing the order, products have been collected, or the order has progressed to delivery, cancellation may be limited or unavailable.
- Check the current status in your ShopZi order first.
- Use the available order help route as soon as possible.
- If an order contains products from two stores, a problem affecting one store or item does not necessarily cancel the unaffected part of the order.
- Nothing in this policy removes any cancellation or refund right you have under applicable law.
Product refunds by the store
For an eligible problem with a product, the partner store can use ShopZi's resolution tools to approve a refund for the affected item or quantity from its own order.
- A refund can relate to an individual product or quantity rather than the whole order.
- The refund amount for an affected item is based on the price recorded for that item in the original order and the quantity being refunded.
- Refund approval and the movement of money are separate stages; the payment provider processes the financial return once the payment integration applies.
- ShopZi may assist or intervene where necessary for delivery issues, disputes, fraud prevention, legal requirements or platform integrity.
Unavailable items and replacements
If a store discovers before fulfilment that an ordered product is unavailable, it may offer a replacement through ShopZi or resolve the affected item by refund where appropriate.
- You can accept a proposed replacement or choose the available refund option.
- A replacement accepted through the issue flow may appear as a £0 substitution linked to the original paid order.
- The original order record is kept so the financial history of the purchase remains clear.
- The store should not substitute an unavailable product through this flow without the customer's required decision.
Missing, incorrect or damaged items
For a product issue, open the relevant order and use Contact store. Give the store enough information to identify and review the affected product.
- Identify the affected product and quantity.
- Explain whether it is missing, incorrect, damaged or otherwise unusable.
- You can add a relevant proof photo or short voice explanation where the ShopZi issue flow provides those options.
- Keep the affected item where reasonable while the issue is being reviewed.
Redelivery
Where appropriate after an order issue, the store may resolve the affected product by arranging a redelivery through ShopZi instead of a refund.
- The replacement/redelivery is linked to the original order issue.
- The replacement item and delivery may be shown at £0 because the original purchase remains the financial record.
- A redelivery follows the applicable store preparation and delivery process.
- A redelivery option is not guaranteed for every issue or product.
Delivery problems
Product issues are normally handled with the relevant store. Problems specifically concerning the delivery should use the delivery or ShopZi support route shown for the order.
- During an active delivery, use the available delivery/driver communication where appropriate.
- After a delivered order, use Delivery problem / ShopZi Support where that option is shown.
- ShopZi can review relevant order and delivery information when investigating a delivery issue.
- Do not send passwords or full payment-card details in messages.
How an order issue is resolved
Use the route shown in the order so the right store or ShopZi team receives the issue.
1
Open the order
Check the order number, affected product, fulfilment type and current status.
2
Report the issue
For a product issue use Contact store. For a delivery problem use the delivery/ShopZi support route available for that order.
3
Store or ShopZi reviews
The store can review issues involving its products. ShopZi can review delivery issues and intervene where appropriate.
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Resolution
Depending on the circumstances, the outcome may be a refund, accepted replacement, redelivery or another appropriate resolution.
Refund timing can vary
When a refund is approved and submitted through the applicable payment route, the time it takes to appear can depend on the payment provider, payment method and bank. Never send passwords or full card details through ShopZi messages.
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Need help with an order?
Open the order first. Product issues should be reported to the relevant store; delivery problems should use the ShopZi support route shown for the order.
