At OpenCommerce, we want you to be happy with every purchase. This Refund Policy explains when and how refunds or cancellations are handled.
1. Order cancellation
You may cancel an order from your account while it is still in Pending, Confirmed, or Pending Payment status. Once an order is processing or out for delivery, cancellation may no longer be available through self-service.
2. Refund eligibility
Refunds may be issued when:
- An eligible order is cancelled before fulfillment
- An item arrives damaged, defective, or incorrect
- A delivery fails and the order cannot be completed
- We cancel an order due to stock or operational issues
3. How refunds are issued
Approved refunds are typically credited to your store wallet so you can use the balance on a future order. Timing may vary depending on the original payment method and verification steps.
4. Non-refundable situations
Refunds may be declined when:
- The return window has expired
- Items show signs of use, damage, or missing packaging
- Products are marked as final sale or non-returnable at checkout
- Proof of purchase cannot be verified
5. Damaged or wrong items
Please contact support as soon as possible with your order code and clear photos of the issue. We will arrange a replacement or refund after review.
6. Cash on delivery
For cash-on-delivery orders, refunds (when approved) are credited to your wallet after the order has been delivered or as otherwise determined by our support team.
7. Need help?
Use Track Order with your order code, or open your account Orders tab for status and cancellation options where available.