Returns & Refunds

Open My Orders, select the relevant order and use the available return flow for the item. Starting from the order helps prevent incorrect refunds and keeps the request attached to the original transaction.

Eligibility can depend on the item or service, its condition, the reason for return, seller terms, fulfillment status, the payment method and applicable consumer law. Some goods or services can have lawful exceptions. The platform should show the controls available for the specific order rather than promising one rule for every country.

You may be asked for a clear explanation, photographs or other relevant evidence. Sellers and authorized platform teams can review the request through the governed return workflow. Do not send passwords, one-time passwords, full card numbers or delivery verification codes as return evidence.

When a refund is approved, the available refund method and processing path depend on how the original transaction was paid and on the payment provider or wallet involved. Bank, card and mobile-money processing times can also depend on the external provider. Sheratonio should not mark a refund complete until the governed payment/refund workflow records the appropriate result.

Return shipping, customs charges, duties and other cross-border costs can vary by transaction and applicable law. International shipping should only be offered where the relevant logistics capability and route are actually enabled.

This page is a platform baseline and does not remove any non-waivable return, refund, cancellation, warranty or consumer-protection right that applies in your country. Use the Support Center if the normal order workflow does not address a legally protected request.