Refund and Returns Policy

Last Updated: 06-Feb-2026

Thank you for shopping with Online Shop 365. Customer satisfaction is important to us. This Refund and Return Policy explains how returns, refunds, exchanges, and order issues are handled when you purchase from our website. Please read this policy carefully before placing an order.

Online Shop 365 operates as a dropshipping business, sourcing products from third-party trusted suppliers. As a result, return and refund conditions may vary depending on the product type and supplier policies.

By placing an order on our website, you agree to the terms outlined in this Refund and Return Policy.

1. General Return Policy Overview

Due to the nature of dropshipping and supplier-based fulfillment:

  • Not all items are eligible for return or refund.
  • Return eligibility, timeframes, and conditions depend on the supplier and product category.
  • Some items may be final sale and non-returnable.

We strongly encourage customers to review product descriptions, sizing charts, and images carefully before placing an order.

2. Return Eligibility

You may be eligible for a return or refund if:

  • You received a defective, damaged, or incorrect item.
  • The item significantly differs from the product description.
  • The return request is submitted within the allowed return window.

Return Timeframe

Unless otherwise stated on the product page:

  • Return requests must be submitted within 7–14 days of receiving the item.
  • Requests submitted after this period may not be approved.

3. Non-Returnable and Non-Refundable Items

The following items are generally not eligible for return or refund:

  • Clearance or sale items
  • Gift cards
  • Personalized or custom-made products
  • Intimate, hygienic, or personal-use items (e.g., underwear, swimwear, cosmetics) if opened or used
  • Items marked as “Final Sale”
  • Items damaged due to misuse, wear and tear, or improper handling

Supplier policies may impose additional restrictions.

4. How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

  1. Contact us via our Contact Us page within the eligible timeframe.
  2. Provide your order number, product name, and reason for return.
  3. Attach clear photos or videos if the item is damaged, defective, or incorrect.

Once your request is reviewed, we will notify you whether it has been approved or denied.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • You must contact us within 48 hours of delivery.
  • Clear photo or video evidence of the issue is required.
  • Do not discard the item or packaging until the issue is resolved.

If approved, we may offer one of the following solutions:

  • Replacement (subject to availability)
  • Partial refund
  • Full refund

The resolution method will depend on the supplier’s policy and the nature of the issue.

6. Returns Due to Customer Preference

Returns due to personal reasons such as:

  • Change of mind
  • Ordering the wrong size or color
  • No longer needing the item

may not always be accepted. If accepted:

  • The item must be unused, unworn, and in original packaging.
  • Return shipping costs are the responsibility of the customer.
  • Original shipping fees (if any) are non-refundable.

7. Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to our error or supplier fault.
  • Return addresses may vary depending on the supplier.
  • We recommend using a trackable shipping method.

Online Shop 365 is not responsible for lost or damaged return shipments.

8. Refund Processing

Once a return is approved and received (if required):

  • Refunds will be processed within 5–10 business days.
  • Refunds will be issued to the original payment method.
  • Processing times may vary depending on your bank or payment provider.

Partial refunds may be issued for:

  • Items returned in used or damaged condition
  • Missing original packaging or accessories

9. Exchanges

Exchanges are subject to product availability and supplier approval.

If you wish to exchange an item:

  • Contact us within the return timeframe.
  • In many cases, we may process a refund and ask you to place a new order instead of a direct exchange.

10. Order Cancellations

Orders may be canceled only if:

  • The order has not yet been processed or shipped by the supplier.

Once an order has entered processing or has been shipped, cancellation is no longer possible.

If cancellation is approved:

  • A full refund will be issued.
  • Processing fees (if applicable) may be deducted.

11. Late or Missing Refunds

If you have not received a refund:

  1. Check your bank account or payment provider.
  2. Contact your bank or credit card company, as processing times may vary.
  3. If the issue persists, contact us via our Contact Us page.

12. Chargebacks and Disputes

We encourage customers to contact us first to resolve any issues.

Initiating a chargeback without contacting us may result in:

  • Delay in resolution
  • Account restrictions
  • Permanent ban from future purchases

13. Supplier Limitations

Because we rely on third-party suppliers:

  • Final refund decisions may depend on supplier approval.
  • Some products may not qualify for return even if similar items do.
  • Replacement timelines depend on supplier stock availability.

14. Policy Changes

Online Shop 365 reserves the right to update or modify this Refund and Return Policy at any time. Changes will be effective immediately upon posting on the website.

15. Contact Us

If you have questions about this Refund and Return Policy, please contact us through our Contact Us page.

By placing an order with Online Shop 365, you acknowledge that you have read, understood, and agreed to this Refund and Return Policy.