Refund Policy

1. When You Are Entitled to a Refund

You are entitled to a full refund if:

? Your item never arrived
No tracking or tracking shows lost by carrier.
? Item significantly not as described
Item is materially different from the listing description or photos.
? Wrong item received
Seller sent a completely different item than what was ordered.
? Item arrived damaged
Item was damaged during shipping due to inadequate packaging.
? Counterfeit item received
Item sold as genuine turns out to be fake or replica.
? Unauthorized transaction
You did not authorize the purchase.

2. When You Are NOT Entitled to a Refund

You are not entitled to a refund if:

? Change of mind
You changed your mind after purchase. Shoal does not cover buyer's remorse. You may contact the seller directly to arrange a return at your expense if the seller agrees.
? Item accepted at local pickup
Once you physically inspect and accept an item at a local pickup the sale is final.
? Minor variations in color or size
Small variations due to photography lighting or screen settings do not qualify for a refund.
? Digital items after delivery
Downloaded or delivered digital goods cannot be refunded once received.
? Claims made after 30 days
All refund requests must be made within 30 days of the order date.
? Items damaged by buyer
Damage caused by the buyer after receipt does not qualify.

3. Return Requirements

Whether a return is required before your refund depends on the item value:

UNDER $75:
No return required. You keep the item. Refund issued immediately upon approval. Not cost effective to ship back.

$75 TO $300:
Return required. Seller pays return shipping. Seller must provide return label within 24 hours of dispute approval. Your refund is issued as soon as the carrier scans your return package.

OVER $300:
Return required. Seller pays return shipping. Refund issued after seller confirms receipt of returned item in acceptable condition.

NEVER ARRIVED:
No return required. Cannot return what you never received. Refund issued immediately after carrier investigation confirms non-delivery.

4. How to Request a Refund

Step 1: Contact the Seller First
For minor issues always try messaging the seller first. Many issues can be resolved quickly without a formal dispute.

Step 2: Open a Dispute
If the seller does not resolve the issue within 48 hours go to your Dashboard then Orders and click Open Dispute on the order.

Step 3: Provide Evidence
Describe the problem clearly and upload photos if applicable. The more detail you provide the faster your case is resolved.

Step 4: Seller Response
The seller has 3 business days to respond to your dispute. If they do not respond you receive an automatic refund.

Step 5: Shoal Review
If both sides cannot agree our team reviews all evidence and makes a fair decision within 2 business days.

Step 6: Refund Processing
Approved refunds are processed within 3 to 5 business days back to your original payment method.

5. Refund Timeframes

Processing time after approval:

Credit and debit cards: 3 to 5 business days
Additional bank processing: 2 to 5 business days
Total time to see in account: 5 to 10 business days

Shoal processes refunds immediately upon approval. Bank processing times are outside our control.

6. Partial Refunds

In some cases a partial refund may be offered instead of a full refund:

Item arrived with minor damage not affecting full use.
Only part of an order not received.
Item slightly different but still functional and useful.

Partial refund amounts are determined by Shoal based on evidence provided by both parties.

7. Contact Us for Refunds

For refund inquiries contact:
support@shoalmarketplace.com

Include in your email:

Your order ID.
Description of the problem.
Photos if applicable.
What resolution you are seeking.

Refund Window

Processing Time