Customer Payment, Return and Refund Policy

1. About Shop Loco

Shop Loco is an online multi-vendor marketplace. Products available through Shop Loco are listed, sold and fulfilled by independent vendors.

The name of the applicable vendor is displayed on the product listing or order information. Shop Loco provides the marketplace platform, facilitates online payments and assists with customer service, returns and refunds.

2. Online Payments

Online payments made through Shop Loco are securely processed by Stripe.

Customers are responsible for paying the complete order total displayed at checkout, including:

• Product prices
• Applicable taxes
• Shipping and delivery charges
• Clearly disclosed duties, fees or other charges, where applicable

Stripe processing fees are deducted from the vendor's earnings. The processing fee is calculated as approximately 2.9% of the order total (product price plus taxes) plus CA$0.30. The processing fee is non-refundable, even when a product refund is approved.

Payments may be declined or delayed by Stripe, the customer's bank or the card issuer. An order is not confirmed until the payment has been successfully authorized.

3. Currency and International Payments

Unless otherwise stated, prices are displayed and charged in Canadian dollars.

Customers using an international card or a card issued in another currency may be charged currency-conversion or foreign-transaction fees by their bank or card issuer. These external charges are not collected or controlled by Shop Loco and are not refundable by Shop Loco.

4. Order Cancellations

Customers may request an order cancellation before the vendor begins processing, producing, packaging or shipping the order.

Cancellation cannot be guaranteed after the order has entered fulfillment.

If a vendor cancels an order because the product is unavailable or cannot be fulfilled, the customer will receive a full refund, including applicable taxes and shipping charges.

Custom, personalized, commissioned and made-to-order products cannot normally be cancelled once production has begun.

5. Return Period

Customers may request a return for an eligible product within 14 calendar days after confirmed delivery.

To qualify for a return, the product must be:

• Unused, unworn and unwashed
• Unaltered and undamaged by the customer
• In its original condition and packaging
• Returned with its original tags, certificates and accessories
• Accompanied by proof of purchase

Customers must receive return authorization and instructions before sending a product back. Unauthorized returns may be refused.

After receiving return authorization, the customer must ship the product within seven calendar days unless different instructions are provided.

6. Change-of-Mind Returns

Eligible change-of-mind returns may be accepted within the return period.

For an approved change-of-mind return:

• The customer is responsible for return shipping
• Original shipping charges are non-refundable
• Expedited shipping upgrades are non-refundable
• The product must be returned in its original condition
• The refund will be processed after the returned product is received and inspected

Customers should use a tracked and appropriately insured shipping service. Shop Loco and the vendor are not responsible for a return package that is lost or damaged while being returned by the customer.

7. Damaged, Defective, Incorrect or Misrepresented Products

Customers should contact Shop Loco promptly if a product:

• Arrives damaged or defective
• Is different from the product ordered
• Is materially different from its description or photographs
• Is missing an essential component
• Appears to have been damaged because of inadequate packaging

Customers may be asked to provide photographs of the product, packaging, shipping label and damage.

When a claim is approved, the customer may receive:

• A replacement
• A repair, where appropriate
• A partial refund
• A full refund

For an approved damaged, defective, incorrect or materially misrepresented product, the vendor will be responsible for reasonable return-shipping costs.

8. Non-Returnable and Non-Refundable Products

The following products are generally final sale and cannot be returned or refunded because of a change of mind:

• Custom-made, commissioned, personalized or made-to-order products
• Digital downloads and electronically delivered products
• Gift cards and store credits
• Perishable products
• Intimate or hygiene-sensitive products
• Opened cosmetics, skincare or personal-care products
• Pierced earrings
• Products that have been worn, used, washed, altered or damaged by the customer
• Products missing original tags, packaging, certificates or accessories
• Clearance products clearly marked "Final Sale"
• Vintage, antique, collectible or one-of-a-kind products clearly marked "Final Sale"
• Products damaged because of misuse, improper handling or failure to follow care instructions
• Products returned after the applicable return period
• Unauthorized returns

A final-sale designation does not remove a customer's applicable legal rights when a product arrives damaged, defective, incorrect, counterfeit or materially different from its listing.

9. Refund Amounts

An approved full refund may include:

• The refundable product price
• Applicable taxes charged on the refunded amount
• Original standard shipping when the refund results from a damaged, defective, incorrect or materially misrepresented product

A refund will not normally include:

• Stripe processing fees (non-refundable, deducted from vendor earnings)
• Original shipping for a change-of-mind return
• Expedited shipping upgrades
• Change-of-mind return shipping
• Duties or brokerage charges not collected by Shop Loco
• Foreign-transaction or currency-conversion fees charged by the customer's bank
• A reduction in value caused by customer use or damage, where legally permitted

10. How Refunds Are Issued

Approved refunds are issued through Stripe to the original payment method used for the purchase.

Customers are not charged Shop Loco's vendor commission or Stripe's processing fee when receiving an approved refund. These are handled separately between Shop Loco, Stripe and the vendor.

Once the refund is submitted, the customer's bank or card issuer determines how long it takes for the refund to appear. Shop Loco cannot send a card payment refund to a different card, bank account or payment method.

11. Partial Refunds

A partial refund may be offered when:

• The customer agrees to keep a product with a minor defect
• Only part of a multi-item order is affected
• A portion of the product or service was delivered
• Another partial resolution is agreed upon

Applicable taxes will be adjusted according to the refunded amount.

12. Multiple-Vendor Orders

An order may contain products from more than one independent vendor.

A return or refund may apply only to the affected product and vendor. Refunds from different vendors may be processed separately and may appear as separate credits on the customer's payment statement.

13. Return Abuse

Shop Loco may refuse returns or restrict an account where there is evidence of:

• Fraudulent refund claims
• Repeatedly returning used or damaged products
• Returning a different product
• Altering evidence or photographs
• Abusing promotional, payment or return systems

This provision will not be used to limit legitimate consumer rights.

14. Consumer Rights

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer-protection legislation.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.