Return Policy

Effective Date: August 27, 2025

1. Our Philosophy

At STUBAY, we are committed to building a trusted community for student entrepreneurs and buyers. Our Return & Refund Policy is designed to be fair, transparent, and straightforward. It outlines the responsibilities of the Buyer, the Vendor, and STUBAY's role as a platform facilitator to ensure a positive experience for everyone.

This policy acknowledges that STUBAY is a multi-vendor marketplace. Therefore, the primary responsibility for returns lies with the individual Vendor who sold the product.

2. Vendor's Responsibility

Each Vendor on STUBAY is required to create and clearly display their own Return & Refund Policy on their store page and/or product listings.

A Vendor's policy must specify:

1. The time frame within which a Buyer must initiate a return (e.g., 7 days from delivery).
2. The conditions under which returns are accepted (e.g., unused, original packaging).
3. Who is responsible for the cost of return shipping.
4. How refunds or exchanges will be processed.

If a Vendor fails to specify a return policy, STUBAY's minimum requirements (outlined in Section 4) will automatically apply.

3. Buyer's Responsibility

Before making a purchase, Buyers are responsible for:

1. Reading the product description carefully.
2. Reviewing the Vendor's individual Return & Refund Policy.
3. Inspecting the product immediately upon delivery.

If an issue arises, the Buyer agrees to contact the Vendor directly through the STUBAY messaging system as the first step toward a resolution.

4. STUBAY's Minimum Return Requirements

While Vendors set their own policies, all Vendors on STUBAY must accept a return and offer a full refund (or exchange, if agreed upon) under the following circumstances:

4.1. Valid Reasons for a Mandatory Return:

1. Item is Damaged or Defective: The product arrives broken, faulty, or is otherwise unusable.
2. Item is Not as Described: The product received is significantly different from the product listing's description or photos (e.g., wrong size, color, material, or functionality).
3. Wrong Item Received: The Buyer received a completely different item than what they ordered.

In these cases, the Vendor is responsible for the cost of return shipping.

4.2. Reasons Not Covered by Mandatory Returns:

Unless the Vendor’s individual policy states otherwise, returns for the following reasons are generally not required:

1. Change of Mind: The Buyer no longer wants the item.
2. Incorrect Fit: The item does not fit, but the size was correctly listed by the Vendor.
3. Minor color variations due to screen display differences.

5. The Return & Refund Process (Step-by-Step)

Step 1: Initiate a Return Request (Buyer)

1. If your item is eligible for a return, you must contact the Vendor directly through the STUBAY Platform's messaging system.
2. This contact must be made within the timeframe specified in the Vendor's policy, or within 3 days of delivery if no policy is stated.
3. You must provide your order number and clear evidence of the issue (e.g., photos of the damage or incorrect item).

Step 2: Vendor's Response

1. The Vendor must respond to your request within 3 business days.
2. The Vendor will provide instructions for the return, including the shipping address.

Step 3: Ship the Item Back (Buyer)

1. You must ship the product back to the Vendor in its original condition and packaging.
2. It is highly recommended to use a trackable shipping method. STUBAY and its Vendors are not responsible for returned items lost in transit.

Step 4: Refund Processing (Vendor)

1. Once the Vendor receives and inspects the returned item, they will process the refund.
2. Refunds will be issued to the original payment method used for the purchase via the STUBAY platform. Please allow 5-10 business days for the refund to appear in your account.

6. STUBAY's Role in Disputes

If a Buyer and Vendor cannot resolve an issue directly, a dispute can be escalated to STUBAY for mediation. You can escalate a dispute if:

1. The Vendor has not responded within 3 business days.
2. The Vendor refuses a return for a reason that is covered under our mandatory requirements (Section 4.1).
3. You believe the Vendor's policy is unfair or violates STUBAY's Terms & Conditions.

To escalate a dispute, please contact STUBAY Support at support@stubay.shop with all relevant information, including order details and communication history. STUBAY will review the case and make a final, binding decision. This may include issuing a refund from the Vendor's pending funds.

7. Non-Returnable Items

For health, safety, and logistical reasons, certain items are typically non-returnable unless they arrive damaged or defective. These may include:

1. Custom-made or personalized items.
2. Digital downloads or services.
3. Perishable goods (e.g., food items).
4. Intimate items, swimwear, and earrings (for hygiene reasons).

Vendors must clearly mark such items as "non-returnable" in the product description.

8. Changes to This Policy

STUBAY reserves the right to amend this Return & Refund Policy at any time. The updated policy will be effective upon posting to the Platform.

For any questions about this policy, please contact us at support@stubay.shop.