Returns and refunds

This page covers two separate things: returns of physical products, and refunds for your DropClicker subscription. They follow different rules, so we keep them apart below.

Returns of products

How returns work

DropClicker does not set one return policy for every product. Each supplier sets its own return terms, and those terms apply to the products that supplier sends out.

Every product page in the DropClicker app shows:

• where the product ships from;
• where the product ships to; and
• that supplier’s return terms.

When one of your customers wants to return something, the supplier’s terms for that product decide whether a return is accepted and what, if anything, is refunded.

Supplier return terms vary

Terms differ from one supplier to the next, and sometimes from one product to the next. For example:

• some suppliers offer 30-day returns;
• some charge a restocking fee;
• some do not refund the original shipping cost;
• some accept returns only for damaged or faulty items; and
• some do not accept returns at all.

These are examples only. They are not a promise that any particular supplier offers any of them. The terms on the product page are the ones that apply.

What to check on the product page

Before you list or sell a product, open its product page in the DropClicker app and check:

1. Ships from and ships to. Confirm the product ships to the address your customer will use. For now, products ship to UK addresses only.
2. The return window. How long does your customer have to ask for a return?
3. Fees. Is there a restocking fee, and is shipping refunded?
4. What is accepted. Is the product returnable for any reason, only if damaged or faulty, or not at all?

If a product’s terms do not suit how you want to run your store, choose a different product or make the terms clear to your customers on your own store.

Your customers’ returns

You are the merchant of record for your customers. You remain responsible for your own customer-facing store, including your returns and refunds policy. Make sure it matches the supplier terms for the products you sell, and tell customers about any restocking fee or non-refundable shipping before they buy.

If a customer reports a damaged, faulty or incorrect item, email support@dropclicker.com with the order details and we will raise it with the supplier on your behalf.

Subscription refunds

This part is about the fee you pay for your DropClicker plan. It is separate from product returns above.

This is a business service

DropClicker is sold to businesses. The 14-day statutory right to cancel under the Consumer Contracts Regulations 2013 does not apply, because it applies only to consumers.

Where you are in fact a consumer, nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

The 14-day trial

The Starter plan includes a 14-day trial. You are not charged until the trial ends. Cancel before the trial ends and you will not be charged. We will email you before the trial ends.

Pro and Enterprise have no trial. They are charged as soon as you subscribe. Choose Starter if you want to try DropClicker first.

Cancelling

Cancellation takes effect at the end of the billing period you have already paid for. You keep full access until then.

• Shopify App Store subscriptions: uninstall the app from your Shopify admin, or cancel through Shopify’s subscription settings.
• Subscriptions taken in the DropClicker app: cancel from your account settings inside the app.

We do not refund part-months. If you cancel on day 20 of a monthly plan, you keep access to the end of that month and are not charged again.

Annual plans

Annual plans are paid twelve months up front. If you cancel mid-year we do not automatically refund the remainder, but if you cancel within the first 30 days, contact us and we will refund the unused months at our discretion.

When we will refund you

We will refund you where:

• We charged you in error, or charged you after you cancelled.
• A defect on our side stopped you using the service for a material part of a billing period and we could not fix it in reasonable time.
• We are required to by law.

Email support@dropclicker.com with your account email, the charge date and what went wrong. We will give you a decision within five UK working days.

When we will not

• You forgot to cancel before renewal. Cancel before the renewal date.
• You did not use the service. Access, not usage, is what you paid for.
• A supplier was out of stock, late, or shipped the wrong thing. Raise that with us — you do not deal with suppliers directly, and we handle it with them on your behalf — but our subscription fee is for the service, not compensation for a supplier issue.
• You breached our terms and we closed your account.

How refunds reach you

• Shopify App Store subscriptions are refunded through Shopify. We will request the refund on your behalf; Shopify’s own timescales apply, and their decision is theirs.
• Subscriptions taken in the DropClicker app are refunded through Stripe to your original payment method, normally within 5 to 10 working days.

Chargebacks

Please contact us before raising a chargeback. Most disputes are a misunderstanding and we would rather fix it than fight it. We may suspend an account with an open chargeback until it is resolved.

Complaints

If you are unhappy with a refund decision, reply to our email and ask for it to be reviewed. A director will look at it and respond within ten UK working days.

support@dropclicker.com