Legal
Returns and Refund Policy
How refunds work at ShipBee Fulfillment: unshipped orders, lost or damaged parcels, wrong items, returns and unused wallet balance.
This policy explains when ShipBee Fulfillment refunds a payment, how to ask for one, and what we cannot refund. It forms part of our Terms of Service. ShipBee is operated by Novoro Group Limited.
1. Who this policy covers
This policy covers payments you make to ShipBee: order fulfillment charges and wallet top-ups. Refunds to your own customers are your decision. You issue them in your own store, through whatever you use to take payment, and they do not change what you owe ShipBee for an order that has shipped.
2. Orders we have not shipped
If an order has not shipped, you can ask us to cancel it. We refund the full amount charged for that order. Once a parcel has been handed to the carrier, the order has shipped and section 3 applies.
3. Orders that have shipped
Fulfillment charges for an order that has shipped are not refundable, because the goods are bought and the parcel is moving. We make these exceptions:
- Lost parcels. The carrier shows no delivery and the parcel cannot be traced.
- Damaged parcels. The goods arrived damaged. Send us photos of the damage and the packaging.
- Wrong or missing items. What arrived does not match what was ordered.
- Our error. We missed a dispatch commitment because of a mistake on our side.
Report the problem within 7 days of the delivery date, or within 7 days of the date we mark the parcel as lost. Depending on the case, we refund the order charge in full or in part, or resend the goods.
We do not refund delays caused by customs, carriers or weather, or an address that was wrong when the order was placed.
4. Returns
Contact us before you send anything back. Unannounced returns are refused. When a return is approved, we give you the return address and a return reference. Return shipping is paid by you unless the return is caused by our error. Where a returned item is accepted back, we restock, refurbish or dispose of it according to the rule you set for that product.
5. Wallet balance and top-ups
Money you add to your ShipBee wallet and have not spent can be refunded. Ask us in writing and tell us how much you want back. We return it to the card or bank account you used for the top-up. Money already spent on orders that shipped is not part of your balance and cannot be returned.
6. How to request a refund
- Email info@shipbeefulfillment.com from the address on your account.
- Include your order number, or the wallet top-up date and amount.
- Say what went wrong and attach photos for damaged or wrong items.
We review each request and reply with a decision. Approved refunds are processed within 10 business days. The money reaches you after your bank or card issuer finishes its own processing.
7. Currency and fees
We refund in the currency of the original payment. Payment provider fees on the original charge are not returned unless the refund is due to our error. Exchange rate differences between the payment date and the refund date are not covered.
8. Your legal rights
Nothing in this policy limits any right you have under the law that applies to you, including consumer protection law where it applies.