Cancellation, Returns & Refund Policy

1. Order Cancellations

We understand that plans can change. You can cancel any order free of charge before it is dispatched, subject to the following guidelines:

• Shop-Specific Policy: Depending on the shop's fulfillment settings, cancellations are allowed either before the order is marked Ready to Ship or before it is Shipped.
• Made-to-Order Items: Some shops create custom, made-to-order, or personalized items. For these products, the cancellation window is typically shorter and varies by shop.
• Where to Check: You can view the specific cancellation window on the product page detail tabs or directly from your order details page after purchase.

2. Returns & Exchanges

Because many items on Shopville are handcrafted, region-specific, or made in small batches, standard change-of-mind returns or size/color exchanges are not offered. However, customer happiness and reliability are our highest priorities:

• Incorrect or Defective Items: If you receive the wrong product, a defective item, or if the order is damaged during shipping, we will immediately initiate a refund or organize a replacement.
• Support Mediation: You can easily raise a dispute or contact support directly from your account page. Our support team is here to review logs and resolve any issues promptly so you feel safe and protected.
• Handmade Variations: Minor natural variations in handcrafted products (such as unique ceramic textures, handloom textile weaves, or organic dye shades) are natural characteristics of artisanal creations and are not considered defects.
• Digital Downloads: All digital designs, downloadable templates, and electronic vouchers are final and non-refundable.

How to Request a Resolution

If something is not right with your order, please do not worry. Simply follow our quick 3-step resolution process:

Dedicated Support Mediation

Shopville's core mission is to create a trusted and transparent bridge between buyers and creators. If any misunderstanding occurs between you and a shop, our platform administrators act as impartial mediators to verify transaction logs and courier details, ensuring you are never left out of pocket for defective items.