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Returns & Refunds Policy

Last updated: June 2025

1. Escrow Protection

All transactions on ShopStack360 are escrow-protected at no extra cost. Your payment is held securely until you confirm receipt of your order. This protects both buyers and vendors.

2. Cancellations

Before Shipping:

  • Buyer can cancel at any time before the vendor ships
  • Full refund is issued automatically to the original payment method
  • Refund processing: instant for wallet payments, 1-3 business days for card/bank

After Shipping:

  • Cancellation is not automatic — buyer must raise a dispute
  • If vendor agrees to cancel, a return shipment is arranged
  • Refund is issued once the vendor confirms receipt of returned items

3. Returns

Eligible for Return:

  • Item received is significantly different from the listing description
  • Item is damaged, defective, or broken on arrival
  • Wrong item delivered
  • Item is expired (for perishable goods)

Not Eligible for Return:

  • Buyer simply changed their mind (unless vendor's policy allows it)
  • Items used, worn, or altered after delivery
  • Perishable goods that have been opened (unless defective)
  • Custom-made or personalized items

4. Dispute Process

  1. Raise a dispute — Within 48 hours of delivery confirmation. Provide photos/evidence of the issue.
  2. Escrow paused — Funds remain held. Vendor is notified and has 48 hours to respond.
  3. Resolution — If both parties agree, refund or replacement is processed. If not, ShopStack360 mediates based on evidence.
  4. Decision — Platform issues a final decision: full refund, partial refund, or release to vendor. Decision is made within 5 business days.

5. Refund Methods

  • Wallet payment: Instant refund to platform wallet
  • Card payment: Refund to original card (1-3 business days)
  • Bank transfer: Refund to original bank account (1-3 business days)

Platform transaction fees are refunded in full for cancelled orders. For partial refunds on disputes, fees are prorated.

6. Group Buy Returns

For group buy orders, returns follow the same process. However, partial returns (returning your portion only) are handled individually — other participants' orders are not affected.

7. B2B Orders

B2B orders with milestone-based escrow follow the same dispute process at each milestone. Disputes must be raised before confirming the current milestone. Once a milestone is confirmed and funds released, that portion is non-refundable unless the vendor agrees.

8. Contact

For return or refund inquiries, use the in-app dispute feature or email support@shopstack360.com.