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Returns and Exchanges Policy

The following is a template for your store’s returns and refund policy, which must be edited for your business BEFORE you begin selling on You are liable for maintaining and fulfilling your own procedures in accordance with this policy document. Failure to do so may lead to suspension of your store on the Marketplace or a mandatory refund at your customer’s request. Please amend the highlighted sections where relevant, but DO NOT remove the items related to PROCESS. These will assist your customer in requesting an exchange or refund from your store. 


Last updated [month, day, year]

Company Name: 

Online store URL:


In accordance with section 12 of GetLion’s terms and conditions,

We DO/DO NOT offer exchanges on your purchase. 

If you’re looking to return and exchange your order for whatever reason, please choose to “reject” the order when applicable, using the GetLion Order timeline (available via your account dashboard). We will make contact with you directly thereafter. 

All return/exchange requests must be made within 72 hours of confirming that your order has been delivered to the shipping address provided on placement. Follow the process outlined below. If you fail to express your intent to return and exchange your purchase within the period, payment for your order will be automatically released to us and it then remains our sole discretion to process your request outside of the 

If your request is accepted, you will be able to exchange your purchase for a variant of another size, or an item of similar value. Our ability to fulfill your exchange may depend on availability of stock. 


Where applicable, list the different products/services that you sell and the requirements to satisfy your return/exchange policy: 

Product Type: 

  • Must be returned in new and unused condition, with no visible signs of wear or use
  • Original packaging/tags


The following items cannot be returned or exchanged:

  1. Discounted, “Deal of the Day” or Sale items are final and cannot be returned or exchanged. 
  2. Non-physical items or Services that have been delivered cannot be returned or exchanged. 


Our items DO/DO NOT have a warranty period of XXXX DAYS/MONTHS. Should your purchase break, we will gladly exchange it for a new one. Please note that this does not apply in the following instances:

  • The damage is considered normal wear and tear (such as stretching or minor abrasion);
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges, weather/nature or corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product.


To exchange/return an item, please follow the process below:

1) Once we notify you that your delivery has been completed, you’ll have 72 hours to “approve” or “reject” the order. Click “reject” to indicate that you wish to exchange your purchase or want a refund. Once we receive your notification, we will contact you directly via the GetLion platform. 

2) Upon review of your request/reasoning , our team will confirm the approval or decline of the request and the reason thereof. If the request satisfies our store policy and to we agree to exchange the item, we will respond to you on the GetLion platform, or by updating the notes on your order. You will be notified of our decision via GetLion and/or email. 

3) You will be required to return the item securely in its original packaging and deliver your return to the following address. In the event that the return is due to our error, we will facilitate and pay for collection/exchange of your purchase. 

[Company Name]

[Attn: Returns]

[Street Address]


[Postal Address]


In the event of an exchange, YOU/WE are responsible to incur the shipping costs involved. There may also be a cost associated with administering the exchange. Should you appoint a courier company to collect and return to us, we recommend that you use a trackable method to post/deliver your return, and issue us a tracking number. Alternatively, we can arrange a courier at an additional expense. 

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