Returns & Refunds Policy

Changed your mind? Let's sort it out.

Shoppa is a retail marketplace, so returns are received and processed by Shoppa.ca. 

At a glance

Changed your mind — 21 days

You can return most items within 21 days of delivery for a full refund of the product price, provided they're in resalable condition. Because our categories differ, “resalable” means two things:

• Most products (beauty, health, food, home, pet, kitchen): unopened, unused, and with any seal intact, in the original packaging.

• Apparel, footwear, kids' and baby clothing: unworn, unwashed, with all tags still attached, in the original packaging. You're welcome to open the packaging and try an item on, just don't wear or wash it.

Where an order arrives in more than one parcel, the 21 days runs from the delivery of the parcel containing that item.

Return shipping on a change-of-mind return

Return shipping for a change-of-mind return is paid by you. Some brands charge a flat return shipping fee, which is deducted from your refund. Where a brand charges one, the amount is shown on the product page before you buy.

No restocking fees, ever. Shoppa bans restocking fees across the entire marketplace. The only charge that can ever be deducted from a change-of-mind refund is return shipping.

Shoppa members get free returns

Shoppa members receive free returns on up to 3 change-of-mind returns per year. We cover the return shipping fee. 

Faulty, damaged or incorrect items — 60 days

If an item is faulty, or isn't what you ordered, you can return it for up to 60 days from delivery unless the manufacturer's warranty for that product specifies a shorter period, in which case the warranty period applies.

• Return shipping is covered by the brand. You won't pay to send back something that shouldn't have arrived that way.

• Your original shipping charge is refunded too — this applies only to faulty, damaged or incorrect items, not to change-of-mind returns.

• The brand assesses the item within 5 business days of receiving it, and your refund is issued once the fault is confirmed.

If a brand and a customer disagree about whether an item is faulty, Shoppa reviews the claim and makes the final call. 

Items that can't be returned

• Perishable goods, including food and consumables

• Personal-care and intimate items, for hygiene reasons, once opened

• Custom, personalised or made-to-order products

• Digital products and gift cards

• Final-sale and clearance items, where marked

Individual brands may have limited additional exclusions, which are shown on the product page. Faulty items are always returnable, whatever the category.

How to start a return

• 1. Open your order — in your Shoppa account, your confirmation email, or the Shop app.

• 2. Select the item(s) and the reason for return.

• 3. Follow the instructions provided, including any return shipping label.

• 4. Send the item back and keep your tracking number until your refund is confirmed.

Not sure which brand your item came from, or can't start the return? Email orders@shoppa.ca with your order number and we'll set it up for you.

Refunds

Once the brand receives and assesses your return (within 5 business days) your refund is issued to your original payment method. Depending on your bank or card issuer, it can take a further [3–10] business days to appear on your statement.

You'll be refunded the price of the returned item(s) plus applicable taxes, less any return shipping fee on a change-of-mind return. Your original shipping charge is refunded only where the item was faulty, damaged or incorrect.

Partial refunds

A partial refund may be issued where an item is returned outside the applicable window, or isn't in the condition described above for reasons that aren't the brand's fault.

Cancelling an order

If your order hasn't shipped yet, contact us straight away and we'll try to cancel it. Once dispatched, an order can't be cancelled, but you can return it under this policy.

Your rights

Nothing in this policy limits your rights under applicable Canadian consumer-protection law, whether Federal or Provincial.

Need help with a return?

Email us anytime at orders@shoppa.ca with your order number and we'll step in and resolve it.