Version: 1.0
Effective Date: October 1, 2026
StoryToShop LLC · Spicewood, TX 78669 · support@storytoshop.ai
Incorporated into the StoryToShop Seller Agreement under Section 46. This Policy sets the minimum standards referenced in Sections 26 and 27 of the Seller Agreement.
1. Seller Policies and Platform Minimums
StoryToShop LLC ("StoryToShop") allows Sellers to set their own return and refund rules for their storefronts. Every Seller policy must meet or exceed the minimum protections in this Policy, and must comply with applicable law and payment-network requirements.
Seller policies must be clearly disclosed before purchase and must be honored.
2. Covered Buyer Protection Scenarios
A buyer is eligible for a full refund, including standard shipping costs, under the StoryToShop Buyer Protection standard in the following cases:
2.1 Non-delivery. The order was paid for but not delivered to the buyer's confirmed shipping address within the stated delivery window.
2.2 Item not as described. The product delivered differs materially from the Seller's listing photographs, specifications, condition, or dimensions.
2.3 Damaged or defective on arrival. The product arrived broken, damaged in transit, or non-functional.
3. Claim Process and Timelines
3.1 Contact the Seller first. Buyers must contact the Seller through StoryToShop within thirty (30) days of confirmed delivery, or within thirty (30) days of the latest expected delivery date where the order did not arrive.
3.2 Seller resolution window. Sellers have forty-eight (48) hours to respond and propose a resolution — replacement, repair, partial refund, or full refund as appropriate.
3.3 Escalation to StoryToShop. If the Seller does not respond or the matter is not resolved within the Seller resolution window, the buyer may escalate to StoryToShop at support@storytoshop.ai or through the order page. StoryToShop reviews order records, tracking data, listing content, communications, and buyer-supplied evidence.
3.4 Human review target. StoryToShop's target is to begin human review of a complete escalated claim within 72 hours of receiving the information reasonably necessary to evaluate it. Some matters require additional investigation. This is a service target, not a guaranteed resolution deadline.
3.5 Determination. Where a claim is substantiated, StoryToShop may direct a refund, partial refund, return, cancellation, replacement, or another proportionate remedy. The Seller will be given the reason and the policy basis for the determination.
3.6 Appeal. A Seller may appeal a material determination within fourteen (14) days under Section 34 of the Seller Agreement.
4. Why the Claim Window Matters
The thirty-day window in Section 3.1 is deliberately longer than the period many marketplaces allow. Card networks permit buyers to dispute a charge with their bank for far longer than thirty days. A buyer who cannot get help through StoryToShop will usually file a chargeback instead — which costs the Seller the sale, the dispute fee, and a mark against the Seller's dispute rate, and costs the marketplace its standing with the payment provider.
Resolving claims on-platform is better for Sellers than pushing them to the card network.
5. Seller Responsibility for Refunds and Chargebacks
Where StoryToShop resolves a buyer claim against a Seller, or where a buyer initiates a payment dispute with their financial institution:
- The Seller is responsible for the refunded amount and any dispute or administrative fee assessed by the payment processor or card network.
- Amounts owed are handled through the payment mechanics described in Section 29 of the Seller Agreement.
Consistent with Section 29 of the Seller Agreement, funds are not withheld from a Seller as a penalty. Adjustments are limited to amounts properly attributable to the Seller's own transactions.
6. Supplying Evidence
Tracking is the single most effective defense against a non-delivery claim. Sellers who supply valid tracking, and signature confirmation where required for the order value, give StoryToShop what it needs to contest a dispute on the Seller's behalf. Where required tracking is not supplied, StoryToShop may be unable to contest the dispute and the loss may fall to the Seller.
7. Non-Refundable Items
Unless the item is defective, damaged, or materially not as described, a Seller may designate the following as non-refundable, provided it is clearly disclosed before purchase:
- Custom, personalized, or made-to-order products
- Digital downloads, once downloaded or accessed
- Perishable goods, including food and fresh flowers
- Intimate apparel and unsealed health and beauty items
A non-refundable designation never overrides the buyer protections in Section 2, applicable law, or payment-network rules.
8. Buyer Abuse
StoryToShop may act against buyers who abuse this Policy, including through repeated unsubstantiated claims, claims filed after receiving and keeping a replacement, or fraudulent non-delivery reports. Sellers may report suspected buyer abuse to support@storytoshop.ai with supporting evidence.
9. Suspended or Closed Storefronts
Where a Seller is suspended or terminated with open orders, StoryToShop will determine whether those orders should be fulfilled by the Seller or cancelled and refunded, consistent with this Policy and Section 35 of the Seller Agreement, and will communicate that determination to the Seller and to affected buyers.
Buyer claims: support@storytoshop.ai · Policy questions: legal@storytoshop.ai