Refund Policy

Effective Date: August 27, 2025

1. Our Commitment

At STUBAY, we want you to feel secure with every purchase. This policy outlines the conditions under which a refund will be issued. It ensures that both Buyers and Vendors have a clear understanding of the process. This policy should be read alongside our Return Policy.

2. When are Refunds Issued?

A Buyer is eligible for a full or partial refund in the following situations:

1. Approved Returns: When a product is successfully returned to the Vendor according to our Return Policy. This is the most common reason for a refund.
2. Order Cancellation (Pre-Shipment): If a Buyer cancels an order before the Vendor has shipped the item. The Vendor's cancellation policy, if any, will apply.
3. Item Not Received: If the Buyer provides proof that the item was never delivered, and the tracking information (if available) confirms this.
4. Vendor Fails to Ship: If the Vendor does not ship the item within their stated processing time or a reasonable timeframe, the Buyer can request a cancellation and full refund.
5. Mutual Agreement: If the Buyer and Vendor mutually agree to a full or partial refund for any other reason (e.g., a minor defect that the Buyer agrees to keep for a discounted price).
6. STUBAY Dispute Resolution: If a dispute is escalated to STUBAY and our support team rules in favor of the Buyer.

3. The Refund Process

Refunds are processed systematically to ensure security and transparency.

Step 1: A Refund Condition is Met

A refund is triggered by an event listed in Section 2. Most often, this happens after a Vendor receives a returned item.

Step 2: The Vendor Initiates the Refund

The Vendor is responsible for initiating the refund process from their STUBAY dashboard after confirming the return or cancellation.

Step 3: STUBAY Processes the Refund

Once initiated by the Vendor or our support team, STUBAY will process the refund. The funds will be returned to the original payment method used by the Buyer at the time of purchase.

Step 4: Confirmation

The Buyer will receive an email notification confirming that the refund has been processed.

4. Refund Timelines

1. Once STUBAY processes the refund, it can take 5 to 10 business days for the amount to reflect in your bank or card account. This delay depends entirely on the processing time of your bank.
2. Vendors are required to initiate approved refunds within 3 business days of receiving a returned item.

5. Important Details

1. Shipping Costs: The refund amount for a returned item typically does not include the original shipping costs, unless the return was due to a Vendor error (e.g., wrong, damaged, or defective item). Return shipping costs are handled as described in our Return Policy.
2. Partial Refunds: In some cases, a Vendor may offer a partial refund. Both the Buyer and Vendor must agree to the amount before the refund is processed.
3. Non-Refundable Items: As stated in our Return Policy, certain items (like custom orders or digital goods) are non-refundable unless they are defective or not as described.

If you have any questions about the status of your refund, please first contact your Vendor. If you need further assistance, you can reach out to STUBAY support at support@stubay.shop.