Return & Exchange Policy

Last updated: July 20, 2026

This policy explains the conditions under which a product bought on GOOD SHOP may be returned or exchanged. Individual sellers may also display their own return setting on their shop and product pages; where a seller's setting is stricter, the platform still requires the minimum protections below.

When can you Return?
  • The product arrived damaged, broken, or defective.
  • The wrong item was delivered (different from what was ordered).
  • The product is materially different from its description or photos.
  • Parts or accessories are missing from the package.
  • The return is requested within the allowed window (e.g. 3 days of delivery).
  • The item is unused and returned in its original packaging with all tags/accessories.
When can you Exchange?
  • The wrong size, colour, or variant was delivered — swap for the correct one.
  • The product has a manufacturing defect — replaced with the same item.
  • The item was damaged in transit — replaced with a fresh unit.
  • A same-price variant swap, subject to stock availability.
  • The exchange is requested within the allowed window and the item is unused, in original packaging.
How to request a return or exchange
  1. Go to My Orders → the delivered order and open Return / Exchange.
  2. Select the item, choose Return or Exchange, and describe the issue (photos help).
  3. The seller reviews your request; if accepted it is finalised by the admin, and the pickup / refund / replacement is arranged.
Important notes
  • Requests must be raised within the allowed window shown on the order; late requests may not qualify.
  • The item must be unused and in its original condition, packaging, tags, and accessories.
  • Refunds (where applicable) are processed to the original payment method or as store credit after the returned item is verified.
  • Change-of-mind returns, custom or made-to-order items, and hygiene-sensitive products may be excluded.
  • Self-pickup (Self Picked) orders are not covered by the platform's return / exchange process — the buyer collects directly from the seller, so any return or exchange is a direct matter settled between the buyer and the seller.

For anything not covered here, please read our Terms & Conditions or contact us.