Cancellation Policy

Effective Date: August 27, 2025

1. Policy Overview

This policy outlines the rules for order cancellations on STUBAY. Our goal is to provide a fair process for both Buyers and Vendors. A cancellation is defined as terminating an order before the item has been shipped. Once an item is shipped, the Return Policy applies instead.

2. Buyer-Initiated Cancellations

As a Buyer, you can request to cancel an order, but the success of the cancellation depends on the order's status.

You Can Cancel an Order if:

1. You made the request before the Vendor has marked the order as "Shipped."
2. The Vendor has not shipped the item within their stated processing time.

How to Request a Cancellation:

1. Go to your "My Orders" page on your STUBAY account.
2. Find the order you wish to cancel.
3. If the order has not yet been shipped, you will see a "Cancel Order" option.
4. Click the button and follow the prompts. The Vendor will be notified of your request.

A full refund will be automatically processed to your original payment method once the cancellation is confirmed. 💳

3. Vendor-Initiated Cancellations

A Vendor may need to cancel an order under certain circumstances. This should be a rare event, as frequent cancellations can affect a Vendor's reputation on the platform.

Valid Reasons for Vendor Cancellations:

1. Out of Stock: The item is no longer available, and the listing was not updated in time.
2. Buyer Request: The Buyer has contacted the Vendor directly to request a cancellation.
3. Incorrect Address: The shipping address provided by the Buyer is incomplete or invalid, and the Buyer is unresponsive to requests for correction.
4. Pricing Error: The item was listed with a significant and obvious pricing error.

Vendors are expected to communicate the reason for cancellation clearly and professionally to the Buyer. When a Vendor cancels an order, the Buyer receives a full and immediate refund.

4. What Happens After a Cancellation?

1. Full Refund: The Buyer will receive a 100% refund, including any shipping fees paid.
2. Notification: Both the Buyer and Vendor will receive an email confirming the cancellation.
3. No Longer Binding: The sales agreement is voided, and neither party has any further obligation for that order.

If you have questions or a Vendor denies a valid cancellation request, please contact STUBAY support at support@stubay.shop for assistance.