Cancellation Returns and Refunds Policy
At StopShop we strive to ensure that our customers enjoy an outstanding online shopping experience. Occasionally our customers may need assistance and our Customer Services Team will do their best to support and assist in any way necessary.
Returning an item to us:
I have changed my mind and would like to return my purchase
To return an item(s) please notify Customer Services at StopShop by email via My eBay. Please state the order number and a reason why you may wish to return the product to us. Please allow up to 24-48 hours for a response.
The returned goods need to be in their original, sellable condition. Please include a note within the returned package with a reason for return (even if you have just changed your mind) as well as your name and address. Buyers have 30 days to return a product to StopShop for a refund or an exchange. Shipping costs are non-refundable. In addition, if your refund is approved, the cost of shipping charges incurred in sending your item will be deducted from the total amount paid and the balance will be refunded.
Our returns policy does not affect your statutory rights.
Faulty or Damaged Items
My item has arrived damaged or faulty
If your purchase arrives damaged or faulty, please contact us within 7 days of receiving the item. Customer Services at StopShop will be happy to support customers in resolving such issues. You may be asked to provide photographic images of the damage or product fault for Customer Services to investigate and resolve. By providing these, Customer Services can suggest the most appropriate resolutions. If asked to return a damaged or faulty item, we are responsible for the cost of postage. Customers have 30 days from purchase to return a faulty or damaged item to StopShop for an exchange (stock permitting) or refund.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail. We will process the refund as soon as possible. If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase.
My item has developed a fault within 30 days of delivery.
Within 30 days of the receipt of goods (or for perishable goods within their use by date) you will be offered the choice of a repair, replacement or full refund. If your item develops a fault, please notify Customer Services via My eBay. Once again, Customer Services may ask for photographic images of the damage or fault so that they are able to resolve the issue appropriately.
We will offer either a refund including postage costs, or a replacement product (stock permitting). The refund or replacement will be actioned once the original product has been examined, either by photographic images sent or returned to the StopShop team for assessment and verification.
If a product is returned as faulty but not found to have a manufacturing fault or if a fault has developed as a result of misuse, no product or postage costs will be refunded.
Cancelling an order
I would like to cancel an order
Once an order has been placed and paid for, StopShop are unable to cancel this. If a product is unwanted, the buyer has 30 days to return this to StopShop with the responsibility of postage costs.
Changing a delivery address
I would like to change the delivery address
Delivery addresses can only be changed before an item is ordered and paid for. StopShop are unable to change the delivery address of an order once it has been placed due to Payment Protection.
Undelivered Products
If Royal Mail or our chosen couriers are not able to deliver an item and a re-delivery has not been booked by the buyer, they will return it to StopShop. In these instances, it is the responsibility of the buyer to contact StopShop and to pay for the postage of a second delivery to their address.
