etrovvo.com EzShopper Technologies Inc
Refund and Return Policy United States · United Kingdom · Canada · Brazil · Latin America
Effective Date: October 7, 2026 Version 2.1 Language: English
1. WHO YOU ARE BUYING FROM
Etrovvo is a platform operated by EzShopper Technologies Inc. We provide the technology that lets independent merchants ("Sellers") run their own online stores. In most cases the Seller — not Etrovvo — is the merchant of record: the Seller sells the product to you, receives your payment, and is responsible for returns and refunds.
Which of the two arrangements below applies to your order determines who reviews your request and who issues your refund:
• Seller-operated stores. The Seller is the merchant of record. Your payment goes directly to the Seller's own payment account; Etrovvo never holds it. The Seller reviews return requests and issues refunds from that account. This is how stores in the United States and the United Kingdom operate.
• Etrovvo Marketplace orders (etrovvo.com). Etrovvo collects the payment, is the merchant of record for that order, and processes approved refunds. This applies in the countries listed in the Etrovvo Marketplace Conditions.
The return rules for each country are in Section 2. In the United States, Peru, and Canada, each store sets and publishes its own return policy; in the United States, it is linked next to the product and at checkout, before you pay.
Nothing in this policy limits the rights you have under the consumer protection laws of your country. Where those laws give you more than this policy does, they prevail.
2. RIGHT TO RETURN (CHANGE OF MIND)
Where the law of the store's country gives a right of withdrawal, a return requested within the legal period is accepted automatically: the Seller may refuse it only on a ground the law itself provides (Section 8). Where the law gives no such right, the store's published policy applies.
The period and the conditions depend on where the store operates:
• Brazil — 7 days from the purchase or from receiving the product (Consumer Protection Code, art. 49). Request it from the order area, in My account › Orders, in the store where you bought — the same tool used for the purchase. • Argentina — 10 calendar days from delivery of the product or from the contract, whichever is later. The store shows the "Botón de arrepentimiento" on every page: it works without an account, and you receive an identification code for your request by email. • Mexico — 5 business days from delivery of the product or from the contract, whichever is later (Federal Consumer Protection Law, art. 56). See the procedure below. • Chile — 10 days from receiving the product, or 90 days if you do not receive the written confirmation of your purchase. It applies automatically to goods. • Colombia — 5 business days from delivery (Law 1480, art. 47), except for the exceptions in the law. The buyer pays the return shipping. • Peru — the law gives no general right of withdrawal. The store's published policy applies. • United States — each store sets and publishes its own return policy: the period, the conditions, what cannot be returned, and who pays return shipping. It is linked next to the product and at checkout, before you pay. • Canada — the store's published policy applies, except where the law gives a right to cancel (a delivery delay of more than 30 days, or missing information). • United Kingdom — 14 days from delivery, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In the United Kingdom you may also cancel an order that has not yet been delivered.
Revocation procedure in Mexico: notify the store within the 5 business days, from the order area in My account › Orders; the product must be unused and in the condition in which you received it; the return shipping and insurance are paid by you; and only the products the store said could not be returned before the purchase are excluded (Section 8).
Cancelling before shipment: in Brazil, Argentina, Mexico, Chile, Colombia, and the United Kingdom, cancelling an order that has not shipped is automatic. In the United States, Peru, and Canada, it is a request the Seller reviews; in the United States, a shipping-delay notice still gives you the right to cancel immediately (Section 9).
A Seller may offer a longer period than the law. Where the law of your country grants a longer or more favorable period, that period applies.
3. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
If you receive a product that is defective, damaged, or different from what you ordered, you are entitled to a replacement or a full refund, including any shipping you paid. Report the problem within 7 days of delivery — in stores that set their own policy (United States, Peru, and Canada), within the period stated in it — and include photographs of the item and the packaging.
When an item arrives defective, damaged, or incorrect, the Seller pays the return shipping. This is not deducted from your refund.
4. HOW TO REQUEST A RETURN OR REFUND
Open the request from the "Orders" section of your account in the store where you bought. That is the fastest route, and it reaches the party who decides.
Who decides depends on the arrangement described in Section 1:
• Seller-operated stores. The Seller reviews the request, provides return instructions, and issues the refund. Etrovvo does not hold your payment and cannot approve or issue the refund on the Seller's behalf.
• Etrovvo Marketplace orders. Etrovvo reviews the request and processes approved refunds.
Besides the order area, the law of some countries provides channels of its own, which the store shows on every page:
• Argentina — the "Botón de arrepentimiento", without an account. • Colombia — the store's PQR channel (petitions, complaints, and claims) and the Superintendence of Industry and Commerce (SIC), www.sic.gov.co. • Peru — the store's Libro de Reclamaciones (complaints book).
If a Seller does not respond, or if you believe a store is acting improperly, write to hello@etrovvo.com. We investigate reports about stores on our platform and can suspend or remove a store that breaches our terms. We cannot, however, force a refund out of a Seller's own payment account, and we do not represent you in a dispute with your bank or card issuer.
5. RETURN SHIPPING COSTS
For defective, damaged, or incorrect items, the Seller pays the return shipping (Section 3).
For change-of-mind returns:
• Brazil and Argentina — paid by the Seller. • Mexico — shipping and insurance paid by the buyer. • Colombia — paid by the buyer. • Chile — under Chilean law (Law 19,496) and the store's published policy. • United Kingdom — paid by the buyer, when the store said so before the purchase. • United States and Peru — as set in the store's published policy. • Canada — as set in the store's published policy; where the law gives a right to cancel, paid by the Seller.
Where the law of your country requires the Seller to bear that cost, the law prevails over the store's setting.
6. REFUNDS
The refund goes back to your original payment method and is issued by the party identified in Section 1. Timing, for change-of-mind returns:
• Brazil — the amount paid is returned in full, to the same payment method, under art. 49 of the Consumer Protection Code. • Argentina — the refund and the return of the product are reciprocal and simultaneous. • Mexico — under the Federal Consumer Protection Law (LFPC). • Chile — within 45 days of the withdrawal request. • Colombia — within 15 calendar days after the withdrawal and the return of the product. • United Kingdom — within 14 days of receiving the product back or proof that it was sent. • United States and Peru — as set in the store's published policy. In the United States, when you cancel because of a shipping delay, the refund is issued within 7 business days (FTC rule). • Canada — as set in the store's published policy; where the law gives a right to cancel, within 15 days of the notice.
How long the amount takes to appear on your statement depends on your bank or card issuer.
Where a return is not required — for example, certain defective digital items — the refund is processed without a return. If shipping was charged, it is refunded in full for defective, damaged, or incorrect items.
7. EXCHANGES
If you would like a different size, color, or variant, request a return for refund and place a new order. Sellers may offer to arrange an exchange directly, subject to stock availability.
8. ITEMS THAT CANNOT BE RETURNED
Unless they arrive defective or damaged, where the law gives a right of withdrawal the store may refuse a return only on a ground the law itself provides:
• Argentina — made-to-measure or personalized products, perishables, unsealed media or software, and downloadable files. • Mexico — perishables paid in cash and made-to-order or non-returnable products, provided the store said so before the purchase. • Chile — products the store disclosed, next to the price, as having no right of withdrawal (Decreto 52). • Colombia — the seven exceptions in art. 47 of Law 1480. • United Kingdom — the exceptions in regulations 28 and 37. • Brazil — under the Consumer Protection Code.
In the United States, Peru, and Canada, the items that cannot be returned are those stated in the store's policy.
This section does not remove a right that the law of your country gives you and does not allow to be removed by contract.
9. IF AN ORDER IS NOT SHIPPED ON TIME
If a Seller has not shipped your order within the time promised — or, where no time was promised and the store operates in the United States, within 30 days — you will be told and offered the choice to keep waiting or to cancel for a full refund. You do not have to do anything to keep waiting.
10. REPORTING A STORE
If you believe a store on Etrovvo is selling counterfeit or prohibited goods, misrepresenting products, or failing to honor this policy, report it to hello@etrovvo.com with the store name and your order number. We review every report and may suspend or remove the store. Reporting a store is not a substitute for requesting a refund from the Seller under Section 4.
11. CONTACT
• Email: hello@etrovvo.com
EzShopper Technologies Inc — operator of the Etrovvo platform (etrovvo.com).