Refund & Return Policy
Last updated: December 5, 2025
At ShopUp Ghana, we want you to be satisfied with your purchases. This policy explains how refunds and returns work on our marketplace platform.
Important: ShopUp is a marketplace connecting buyers with independent sellers. Refund and return terms may vary by seller. Always check the seller's specific policies before purchasing.
1. General Refund Eligibility
You may be eligible for a refund if:
- The item received is significantly different from the description
- The item is defective or damaged upon arrival
- The item was not delivered within the expected timeframe
- You received the wrong item
- The order was canceled before shipping
2. Timeframes
- Request Window: Refund requests must be made within 7 days of delivery
- Cancellation: Orders can be canceled for free within 2 hours of placement
- Processing Time: Approved refunds are processed within 5-10 business days
3. Non-Refundable Items
The following items are generally not eligible for refunds:
- Perishable goods (food, flowers)
- Personal care items (cosmetics, underwear) once opened
- Customized or personalized items
- Digital products once downloaded
- Items marked as "Final Sale" or "Non-Refundable"
- Items damaged due to customer misuse
4. How to Request a Refund
- Go to Your Orders: Log in to your account and find the order
- Select "Request Refund": Choose the item(s) and reason for the refund
- Provide Evidence: Upload photos showing the issue (if applicable)
- Wait for Review: The seller has 48 hours to respond
- Resolution: If approved, the refund will be processed to your original payment method
5. Return Process
If a return is required:
- The seller will provide return instructions
- Items must be returned in original condition and packaging
- Return shipping costs depend on the reason:
- Seller's fault: Seller pays return shipping
- Change of mind: Customer pays return shipping
- Refund is processed after the seller receives and inspects the return
6. Refund Methods
Refunds are issued to the original payment method:
- Card payments: Refunded to the same card (5-10 business days)
- Mobile Money (MTN, Vodafone, AirtelTigo): Refunded to the same number (3-5 business days)
- Cash on Delivery: Refunded via Mobile Money to your registered phone
7. Partial Refunds
Partial refunds may be issued if:
- Only some items in an order are affected
- The item is returned with signs of use but is still resalable
- Parts or accessories are missing from the return
8. Disputes
If you and the seller cannot agree:
- Contact ShopUp Support with your order details
- Provide evidence (photos, messages, tracking info)
- Our team will mediate and make a final decision within 5 business days
Note: Fraudulent refund requests may result in account suspension. We investigate all disputes fairly.
9. Seller-Specific Policies
Individual sellers may offer:
- Extended return windows
- Free returns
- Store credit options
- Exchange policies
Check the product page or seller profile for their specific policies.
10. Cancellations
- Before shipping: Full refund, no fees
- After shipping: May incur return shipping costs
- Seller cancellation: Full refund automatically processed
Need Help?
For refund assistance, contact our support team:
- Email: support@shopup.com.gh
- Phone: +233 XX XXX XXXX
- WhatsApp: +233 XX XXX XXXX
- Hours: Monday - Saturday, 8 AM - 6 PM GMT
Please have your order number ready when contacting us.