Effective Date: October 17, 2025

At ShopVI, we want you to shop local with confidence. Because we are a marketplace made up of independent, locally owned vendors, each business may have its own return and exchange policy. Our goal is to make the process as clear and smooth as possible for everyone involved.

Platform-Wide Return Guidelines

While each vendor sets their own policies, ShopVI maintains a few marketplace-wide standards to ensure fairness and clarity:

1. Review Each Vendor’s Policy

Before completing your purchase, please take a moment to read the return and exchange policy listed on the vendor’s micro-store.
Each vendor’s individual policy ultimately determines what can be returned, exchanged, or refunded.

2. Maximum 30-Day Return Window

ShopVI allows vendors to accept returns up to a maximum of 30 days from the delivery date.
However, some vendors may choose a shorter window, such as 7, 10, or 14 days.
The specific timeframe listed in the vendor’s return policy always applies.

3. Contact the Vendor Directly

For most return or exchange requests, please reach out directly to the vendor using the “Ask a Question” link on their ShopVI micro-store page.
This ensures your message goes straight to the seller responsible for your order.

Vendors are allowed 24–48 hours to respond to your inquiry. If you haven’t heard back after that time, feel free to reach out to ShopVI Support for assistance.

4. ShopVI Support

If you are unable to reach the vendor through the “Ask a Question” link or if a concern remains unresolved, our support team is here to help mediate and ensure the issue is handled fairly.

Items That Are Not Eligible for Return

To maintain safety, integrity, and fairness across the marketplace, the following items are final sale:

Digital Downloads

All digital products and downloadable files are non-refundable once purchased.

Food & Perishable Items

Food products for humans or pets—fresh, frozen, or packaged—are non-returnable and non-refundable unless there is an issue such as:

• Damage upon delivery

• Incorrect or missing items

• Expired or unsafe products

If you receive a food item with any of these issues, please contact the vendor immediately through the “Ask a Question” link and include photos so they can resolve the situation promptly.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incomplete, or not as described, please notify the vendor via the “Ask a Question” link within the timeframe stated in their policy.
If the vendor does not list a specific timeframe, we recommend contacting them within 7 days of delivery.

Vendors may request photos or additional details so they can determine the best solution—whether that’s a replacement, exchange, or refund.

How to Start a Return or Exchange

1. Visit the vendor’s micro-store and review their specific return policy.

2. Click “Ask a Question” to contact the vendor directly with your order number and details.

3. Allow the vendor 24–48 hours to respond.

4. If the vendor does not reply or you need further help, contact ShopVI Support and we’ll step in.

Our Commitment

ShopVI is proud to support local businesses across Vancouver Island, and we want every shopping experience to feel safe, fair, and enjoyable.
If you ever have concerns about a purchase, please let us know — we’re here to help ensure things are set right.