Refund Policy

1. Who this policy binds

Store is a commerce platform: each storefront is operated by its own merchant, who is the seller of record and sets that store’s refund terms. This document defines (a) the platform’s own subscriptions and services, and (b) the minimum standards every merchant storefront on Store must meet for customer refunds.

Where a store publishes its own refund policy, that policy governs purchases from that store so long as it meets these minimums and applicable consumer law.

2. Store platform subscriptions

Merchant subscriptions renew monthly or annually as chosen at checkout. You may cancel at any time from the billing page; cancellation stops future charges and the store remains live until the end of the paid period.

Subscription fees for the current period are non-refundable once the period has started, except: (a) where the platform misses the availability commitment in the SLA by more than the credit thresholds and you choose a refund instead of credits; (b) where you were charged after cancelling; or (c) where required by law.

3. Minimum storefront refund standards

Every merchant storefront hosted on Store must provide, at minimum:

• A published refund/returns policy on the store (the built-in refund page covers this by default);
• A stated window during which returns are accepted, and who pays return shipping;
• Pro-rated refunds for goods that arrive damaged, defective, or materially not as described, including full refund of any part-payment already made where the merchant cannot fulfil;
• Refunds issued through the original payment method, or credited to the shopper’s store wallet where the shopper chooses;
• Response to a refund request within 5 business days.

4. Wallet and direct-transfer payments

Wallet balances: amounts loaded to a store wallet are refunded to that wallet; wallet-to-payment-method refunds require the store’s cooperation and provider support.

Direct transfer and part-payment orders: because the customer pays a fixed, agreed part of the total up front, the balance is owed only on delivery of goods conforming to the order. If the merchant cancels or cannot fulfil, every amount already paid must be returned in full without deduction.

No store may charge deferred fees or interest on a part-payment balance — fixed-price deferred balances only, in keeping with the platform’s riba-free commerce standard.

5. How to request a refund from a store

Start with the store: use the store’s contact page or reply to your order confirmation email with your order number. Keep records of what was ordered and what arrived.

If the store does not respond within 5 business days or refuses a request that meets its published policy, escalate to the Store team through the platform contact page. We will mediate, and stores that repeatedly violate refund standards can be suspended from the platform.

6. Chargebacks and abuse

Refund abuse (false claims, repeated return of used goods) may lead to loss of refund privileges at the affected store. Merchants must not condition lawful refunds on signing away consumer rights.

7. Statutory rights

Nothing in this policy limits consumer rights that cannot be waived under the law of the shopper’s or merchant’s jurisdiction, including statutory cooling-off rights for distance sales where applicable.