Legal

Refund, Returns & Dispute Resolution Policy

This policy explains how buyer protection, escrow, returns, refunds, and disputes are handled on Shopyos.

Last updated: August 19, 2026

1. Buyer Protection & Escrow

Shopyos protects buyers by holding all payments in escrow until the order is successfully fulfilled.

Buyers are entitled to request a refund or return under the following circumstances:
The item was not delivered.
The item arrived damaged or defective.
The item received is significantly different from the product description or photos listed by the vendor.
The wrong item, size, or color was delivered.

Upon receiving an order, buyers have a 48-hour inspection window to report any issues, defects, or non-compliance.
If no issue is reported within this timeframe, the order is marked as successfully completed, and the funds are released to the vendor.

Report the Issue: Buyers must initiate a return/refund request via their Shopyos dashboard within 48 hours of delivery, providing clear photographic evidence and a description of the issue.
Funds Frozen: Upon raising a dispute, the funds associated with that order are immediately frozen in escrow.
Mediation: The Shopyos Mediation Team will review the evidence provided by both the buyer and the vendor (including dispatch proofs and product photos).
Resolution (Buyer): If resolved in the buyer's favor, the buyer must return the item to the vendor (shipping terms to be mediated based on fault). Once returned, a full refund will be routed back to the buyer's original payment method via our payment gateway (Paystack).
Resolution (Vendor): If resolved in the vendor's favor, the dispute will be closed, and the escrowed funds will be released to the vendor's settlement balance.

If an order is canceled by either the buyer or the vendor before the item has been dispatched, a full refund is automatically processed back to the buyer’s original payment method.

If you have questions about returns or refunds, contact the Shopyos team.

Shopyos E-commerce Hub, 18 Nana Kesse Avenue, Ayeduase, near KNUST, Kumasi.