Last Updated: 19/11/2018
SHOPIEVO strives to provide our customers with the digital products such as video course, ebook, tutorial, and software of the highest quality along with the best technical, sales and information solution services.
We understand, however, that exceptional circumstance may occur due to the nature of the products we supply, so please, get acquainted with our Refund Policy before you order our products to avoid dissatisfaction after the purchase.
Definition of Lifetime Fee
Several of our products are softwares/apps. Some of them we offer as a Lifetime Fee. The meaning of Lifetime Fee especially for software/app products is you just pay only for one time and never pay for neither monthly fee nor yearly fee as long as the softwares/apps are still available on the internet. The important keyword here is as long as the products can be used on the internet, you do not need to pay for monthly/yearly fee.
You need to know, mostly, we are as a reseller or whitelabel user of several suppliers for the softwares/apps in our store. If anything negative issues happen to the softwares/apps you’d purchased from us, for example our suppliers do not update their softwares/apps that might caused damage or do not working, it is out of our control to solve it but we will try our best to follow up with our suppliers to ensure they keep update their softwares/apps regularly in order to serve the best for you.
If we already follow up with our suppliers many times but did not get any response from the suppliers party, we hope you can understand the situation as we as a reseller/whitelabel user can do nothing if they do not want to take a responsibility to update their softwares/apps.
In summary, if you were in that situation, we want to apologize that no refund to be eligible. We are really appreciate it if you can understand our situation. In the same time we will try to find out an alternative such as a replacement with other softwares/apps which are applicable to the damage apps/products or likely have the same functions as the damage apps. ( if we own them )
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.( for physical products )
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
MONEY BACK GUARANTEED
Since most of our products are non tangible irrevocable goods (digital products), delivered instantly once payment is received, they come with a 14 Day Honor-Based Money-Back Guarantee. Honor-based means we will be glad to return your investment providing that:
a. we are sure the product is malfunctioning (i.e. does not function according to the features declared at the product’s homepage or other official product documents) on the client’s computer/mobile device;
i. we receive assistance in finding out the details of the problem on the side of the customer;
ii. we fail to address the deficiency within a reasonable amount of time.
b. The refund will be issued to the customer in full without any compensations or additional reimbursements. OR, at customer’s choice, replacement of the product of the same or around the same value can be offered.
OTHER CASES INELIGIBLE FOR REFUND
a. The client refuses to follow the instructions of the SHOPIEVO Customer Service Team or does not provide the requested assistance.
b. There is a fix or a workaround to the issue reported as a reason for a refund.
c. The software was purchased by mistake or on assumption that it does something that it is not intended to do.
d. The client purchased the software for an OS different from that used by the client (in this case we will be glad to change the license for the needed one, if possible).
e. The client did not read the license description and purchased a license type that does not meet their needs.
f. The bug reported was fixed in a newer version than the client owns, but the client refuses to upgrade.
g. The problem is caused by the client’s system or network settings or by a third-party application or device.
h. The client changed their mind and no longer wants the product for non-technical reasons.
i. The software purchased from us was lost, stolen, damaged or traded.
j. The client purchased or downloaded another software that seems to meet their needs better according to their own assumptions.
k. The client purchased the software not from an official SHOPIEVO reseller, but from a third party not related to SHOPIEVO products. If you are unsure, contact SHOPIEVO team before purchasing.
l. A refund is requested due to an issue that could have been tested with the free trial/demo version, since the product is delivered to the licensee “as is”.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item especially for physical products. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged for physical products when the first day it arrive to your address. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: SHOPIEVO SDN BHD, Lot 714, Jalan Sri Cemerlang, 14/27, 15300 Kota Bharu, Kelantan, Malaysia.
To return your product for physical products, you should mail your product to: SHOPIEVO SDN BHD, Lot 716, Jalan Sri Cemerlang, 14/27, 15300 Kota Bharu, Kelantan, Malaysia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.