Clear expectations.
Better transactions.

Marketplace roles

ShadowLook provides the marketplace technology that supports discovery, personalization, listings, carts, checkout, orders, seller tools, measurement, moderation, and support. Independent sellers publish and fulfil their own products unless a listing clearly states otherwise.

Buyer responsibilities

• Provide accurate account, recipient, contact, delivery, and payment information.
• Review the product description, seller, variant, size, colour, quantity, delivery option, price, and order total before placing an order.
• Use coupons, reviews, support, returns, and payment methods honestly and only for legitimate transactions.
• Keep account credentials secure and report suspected unauthorized activity promptly.
• Be available to receive a delivery or provide reasonable delivery instructions where required.
• Do not upload illegal, infringing, abusive, or unsafe content for a custom product.

Seller standards

Sellers must provide clear, current, and non-misleading information for every product. This includes product identity, condition, materials, specifications, images, variants, price, stock, delivery options, return limitations, and any customization requirements.

• Only list products the seller is legally permitted to sell and content the seller has the right to use.
• Do not list counterfeit, unsafe, prohibited, deceptive, recalled, or unlawfully sourced products.
• Maintain accurate stock and fulfil orders within the delivery commitment shown to the buyer.
• Configure country-specific standard, free, paid, or faster delivery only where the seller can honour it.
• Respond to order and support issues with accurate information and appropriate evidence.
• Use the approved taxonomy. A proposed custom category may be reviewed, renamed, merged, rejected, or approved before becoming generally available.
• Do not manipulate reviews, attribution, inventory, rankings, campaigns, or marketplace measurement.

Orders, prices, coupons, and payments

The final order summary shows item prices, quantities, variants, delivery charges, eligible discounts, and the total submitted for placement. ShadowLook validates these values again on the server. A cart or checkout preview is not a completed order until the platform confirms placement and creates an order reference.

• Prices, inventory, promotions, and delivery availability may change before an order is confirmed.
• Coupons may be limited by dates, account, seller, product, quantity, minimum spend, campaign, or prior use.
• Cash on delivery and electronic payment options may vary by product, seller, order value, and destination.
• An order may be declined or cancelled for invalid totals, unavailable stock, suspected misuse, payment failure, prohibited products, or an inability to fulfil the stated delivery.
• Obvious pricing or catalogue errors may be corrected. If an affected order cannot be honoured, the buyer will be informed and any captured amount handled through the applicable payment process.

Delivery and fulfilment

Available delivery choices are determined for the selected product, seller, destination country, and address. A listing may offer standard, faster, free, or paid delivery, and different items in the same checkout may have different sellers, dates, fees, and delivery choices.

Cancellations, returns, and refunds

Return and cancellation eligibility depends on the product, seller, fulfilment stage, item condition, stated listing terms, reason for the request, and applicable law. Start through the relevant order or authenticated support form and keep the order ID and supporting evidence available.

Commonly supportable issues

• The item did not arrive, arrived damaged, was materially different from the listing, or was not the product or variant ordered.
• Required parts were missing, the quantity was incorrect, or a verified defect prevents normal use.
• The seller cancelled, could not fulfil the order, or accepted a return under the displayed terms.

Important limitations

• A cancellation may no longer be available once production, customization, packing, or dispatch has begun.
• Used, altered, damaged-after-delivery, hygiene-sensitive, perishable, digital, or clearance products may be excluded where disclosed and legally permitted.
• Custom or personalized products are generally not returnable for a simple change of mind, but problems such as damage, an incorrect item, or a material difference from the approved configuration can still be reviewed.
• Return delivery fees and original delivery fees depend on the reason, seller terms, and applicable law. The resolution shown for an approved request controls.

Approved refunds are issued through the supported payment or settlement process. Processing time can vary by payment provider or cash-on-delivery resolution.

Custom and personalized products

You must have the right to use artwork, text, names, logos, photos, or other content submitted for customization. By submitting content, you authorize the limited processing needed to preview, produce, fulfil, support, and review that order.

• Check spelling, artwork placement, product model, colour, size, quantity, and preview before ordering.
• Screen colours and production materials can create reasonable visual differences; a preview is a guide, not a guarantee of pixel-identical output.
• Content may be rejected if it appears illegal, infringing, hateful, exploitative, unsafe, misleading, or inconsistent with marketplace rules.
• Do not include passwords, identity documents, payment data, or unrelated sensitive information in an artwork file.
• Production may begin soon after confirmation, which can limit cancellation or editing.

Reviews and marketplace conduct

Reviews and messages should describe genuine experiences and remain relevant, respectful, and lawful. Do not post personal contact details, threats, harassment, discriminatory content, undisclosed incentives, fabricated experiences, or attempts to move a transaction outside the marketplace to avoid safeguards.

ShadowLook may moderate, limit, label, or remove content and activity that violates these standards, creates a safety risk, manipulates the marketplace, or is required to be removed by law.

Support, disputes, and enforcement

Buyers and sellers should first use the authenticated support channel and provide accurate order, listing, delivery, and evidence details. ShadowLook may review platform records, request information from either side, pause a transaction, restrict a listing, or apply a resolution available under the order and marketplace rules.

Serious or repeated violations may result in listing removal, withheld publishing, limits on features, order cancellation, account suspension, or account closure. Urgent safety, fraud, counterfeit, or illegal-product concerns may be escalated without completing ordinary review steps.

Nothing in these policies removes rights or remedies that cannot be excluded under applicable law.

Policy changes and contact

We may update these policies as ShadowLook adds products, sellers, delivery methods, payment options, customization tools, or legal requirements. The updated page will show the latest revision date. Material changes may also be communicated through the service.

For an order, seller, delivery, return, or marketplace-policy question, use ShadowLook Support. To understand how personal data is handled, read the Privacy Policy.