1. Overview

ShopAurora provides tools for merchants to sell products directly to customers. Merchants are responsible for fulfilling orders and managing refunds.

ShopAurora facilitates the transaction but is not the seller of record.

2. Merchant Refund Responsibility

Each merchant is responsible for:

• Defining their own refund policy
• Communicating refund terms clearly to customers
• Processing refunds in a timely and fair manner

Merchants must ensure refund policies are:

• Transparent
• Accessible
• Reasonable

3. Customer Refund Eligibility

Customers may be eligible for refunds in cases such as:

• Product not delivered
• Product significantly different from description
• Damaged or defective products
• Duplicate payments
• Cancelled orders (before fulfillment)

Refund eligibility may vary depending on the merchant’s policy.

4. Refund Process

• Customers should contact the merchant directly using the contact information provided on the store.
• Merchants are expected to respond within a reasonable timeframe.
• Refunds, when approved, will be processed through the original payment method.

5. Dispute Resolution

If a dispute cannot be resolved directly with the merchant, ShopAurora may:

• Review the transaction
• Request supporting documentation
• Temporarily restrict merchant payouts
• Assist in facilitating communication

ShopAurora reserves the right to take action against merchants engaging in fraudulent or abusive practices.

6. Payment Disputes and Chargebacks

Customers may initiate disputes through their payment provider. In such cases, ShopAurora may:

• Provide transaction records to the payment provider
• Temporarily hold merchant payouts
• Investigate merchant activity

Repeated disputes may result in account suspension or termination.

7. Platform Enforcement

ShopAurora may suspend or remove merchants who:

• Fail to fulfill orders
• Refuse legitimate refunds
• Engage in fraud or deceptive practices
• Violate platform policies

8. ShopAurora Liability

ShopAurora is a technology platform and is not responsible for:

• Merchant product quality
• Delivery failures
• Merchant refund decisions

However, ShopAurora will take enforcement action where necessary to protect customers and maintain platform integrity.

9. Contact

For disputes or compliance concerns: hello@shopaurora.africa