Refunds & Resolutions Policy

Effective Date: 3rd April 2025


At Shopa Nation, we’re dedicated to providing high-quality, stylish high heels that enhance your aura and confidence. We’ve crafted this policy specifically for our customers worldwide.

1. Record While Opening the Parcel.

    To ensure a smooth "Return and Refund" or "Refund only" process, please record a clear, continuous video while unboxing your parcel. The video must include the following:
    • The sealed parcel, with shipping labels and details clearly visible and readable.
    • The entire unboxing process, showing the condition of the product upon opening.
    • Any visible damage to the product or discrepancies with the order.

      Important Guidelines:

      • The video must be a single, uninterrupted recording from start to finish.
      • Editing, trimming, or cutting the video is not allowed. Ensure the recording captures the full unboxing process in one continuous shot.
      • Providing a clear and complete unboxing video is required to validate claims for damaged or incorrect items.

        2. Refund Only.

          We’ll issue a refund if:
          • Damaged During Delivery: The product was damaged in transit.
          • Minor Defect: The product has a slight manufacturing imperfection that does not affect its functionality. In such cases, a partial refund of up to 10% of the purchase price (capped at RM100) may be granted.
          • Major Defect: The product has a significant manufacturing defect that affects its usability.
          • Damaged Packaging: Refunds will not be provided for damaged packaging if the product itself is in good condition. Each product comes with a dust bag for future use in storing the shoes. This policy reflects our commitment to sustainability by minimizing excess packaging and reducing waste.
          • Change of Mind: Unfortunately, we do not offer a refund for change-of-mind to maintain hygiene and ensure the safety of all our customers.
            To request a Refund: Please contact with our customer service team, and provide us with:
            • Your order number.
            • A clear unboxing video showing the sealed parcel, product condition, and any issues (follow the instructions in "1. Record While Opening the Parcel" above).

              Approval Process:
              Once we verify your claim, we’ll confirm your eligibility for a refund.

              Processing Time:
              Refunds will be processed within 5 business days after your claim is approved from our end.

              Refund Options:
              You can choose how you’d like to receive your refund; it can be issued to your original payment method or as store credit for future purchases.
              • Once store credit is selected, it cannot be converted to a cash refund.
              • Store credit is valid for 12 months from the date of issue.

                Notes:

                • We offer free shipping on all orders, so you don’t have to worry about additional shipping fees.
                • For orders made using the Buy Now, Pay Later (BNPL) payment method, store credit will be issued by default.

                3. Return and Refund.

                Returns are only accepted upon approval, any products sent back to us without first requesting a return will not be accepted.

                For assistance with returns, please refer to "4. How to Initiate a Return and Refund".

                  We accept returns only if:

                  • You received the wrong item.
                  • The product itself was damaged during delivery (excluding minor packaging damage).
                  • The item has a manufacturing defect, that affects its usability.
                  • Change of Mind: Unfortunately, we do not offer Return and Refund for change-of-mind to maintain hygiene and ensure the safety of all our customers.

                        Conditions:

                        • Initiate returns within 14 days of receipt.
                        • Items must be unused, undamaged, and returned in their original packaging.
                        • If you are returning an item from an order that came with a free Gift With Purchase and if the free Gift is not returned along w, you will incur charges based on the market value of the GWP.
                        • The cost of returns will be borne by you.

                            4. How to Initiate a Return and Refund.

                              Follow these simple steps:

                              Step 1: Contact Us First

                              Email walkwithus@shopanation.com with:
                              • Your order number.
                              • A brief explanation of the issue.
                              • The unboxing video as evidence.
                              • Photo of the soles of the shoes with the box.

                                  Step 2: Await Approval

                                  Our team will review your request and provide next steps within 1-3 business days.

                                  Step 3: Ship It Back to Us

                                  Step 4: Final Inspection

                                  • A final inspection will be done to ensure all items are in their original condition before processing your returns
                                  • Returns that do not meet our policy will not be accepted and will be returned to you at your cost.

                                  Note:

                                  • Use a trackable courier service to send the item to our return address.
                                    • Failure to use a trackable courier service may result in delays or rejection of the return request.
                                  • For orders made using the Buy Now, Pay Later (BNPL) payment method, store credit will be issued by default.

                                  5. Items Not Eligible for "Refund only" or "Return and Refund".

                                    For hygiene and quality reasons, we cannot accept returns or refunds for:
                                    • Items bought during clearance or promotional sales.
                                    • Products that show visible signs of wear or use.

                                        6. Exchanges

                                          At this time, exchanges are not available to maintain hygiene and ensure the safety of all our customers.

                                          7. Compensation for Delayed Deliveries

                                          If an order is delayed due to customs clearance, logistics provider issues, or other unforeseen circumstances, the following compensation applies:

                                          • Delay of 5–10 additional business days beyond the initial delivery timeline: Customers will receive a 10% discount voucher, valid for 1 month, applicable to their next purchase.
                                          • This compensation is not applicable if the delay is due to issues (e.g., incorrect shipping address, failure to receive the package, customs duties unpaid).

                                          8. Digital Products & E-Book Sales

                                          All purchases of digital products, including e-books (whether immediate or pre-order), are final and non-refundable. Due to the nature of digital content, once the item is delivered (or scheduled for delivery), it cannot be returned or refunded. By purchasing, you agree to this policy.

                                          9. Why We Enforce This Policy

                                            We enforce these policies to maintain the high standards for our customers. Items that show signs of wear cannot be restocked or exchanged, ensuring that every customer receives a brand-new product with every purchase.
                                             
                                            Thank you for understanding and supporting our commitment to sustainability! 💗