Refund policy

Return & Refund Policy

Last Updated: March 16, 2026

Thank you for shopping with The Shop Forward. We want you to be happy with your purchase. This Return & Refund Policy outlines the conditions under which returns, exchanges, and refunds may be accepted for purchases made on TheShopForward.com.

 

 

1. Return Eligibility

To be eligible for a return, items must:

  • Be returned within 30 days of delivery

  • Be unused, unworn, and in original condition

  • Include original packaging and tags (if applicable)

We reserve the right to refuse returns that do not meet these conditions.

 

 

2. Non-Returnable Items

Certain items are not eligible for return or refund, including:

  • Final sale items

  • Gift cards

  • Items marked “non-returnable”

  • Personalized or custom products

  • Items that have been worn, washed, or altered

If an item arrives damaged or defective, please contact us immediately.

 

 

3. Return Process

To initiate a return, please contact our customer support team at:

Email: [your email address]

Please include:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

If your return is approved, we will provide instructions for returning your item.

Items sent back without first requesting a return may not be accepted.

 

 

4. Return Shipping

Unless the return is due to an error on our part (such as receiving the wrong item or a defective product), customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

 

 

5. Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, refunds will be issued to your original method of payment.

Please allow:

  • 5–10 business days for the refund to appear on your statement after processing.

Original shipping charges are non-refundable.

 

 

6. Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please contact us at:

Email: support@TheShopForward.com

 

 

7. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • Photos of the item and packaging

We will work with you to resolve the issue as quickly as possible.

 

 

8. Lost or Stolen Packages

Once an order has been marked as delivered by the shipping carrier, The Shop Forward is not responsible for lost or stolen packages.

If your package is missing after delivery confirmation, we recommend:

  • Checking with neighbors or household members

  • Contacting the shipping carrier directly

  • Filing a claim with the carrier if applicable

 

 

9. Order Cancellations

Orders may only be canceled before they have been processed or shipped.

Once an order has been processed or shipped, it cannot be canceled.

 

 

10. Contact Information

If you have questions about returns or refunds, please contact us:

Email: support@TheShopForward.com
Business Name: The Shop Forward DBA Kona Joy Inc
Website: TheShopForward.com