Refund & Dispute Policy

This policy explains when you can get your money back on Shelf2Shelf, how to raise a problem, and what we can and cannot do about it. It forms part of our Terms of Service.

1. The short version

Shelf2Shelf is a marketplace: you buy from the seller, not from us. Items are generally sold as described and, because most are used or second-hand, all sales are final unless the item does not match its listing or never arrives. Where something has genuinely gone wrong, we can refund you and recover the money from the seller.

2. When you are entitled to a refund

You can claim a refund if:

• the item never arrived, or was never made available for collection within a reasonable time;
• the item is significantly not as described — wrong item, wrong quantity, undisclosed damage or defects, or a materially different condition from the listing;
• the item is counterfeit, or is illegal to sell; or
• you were charged more than once for the same order, or charged in error.

3. When you are not

• You changed your mind, or found it cheaper elsewhere.
• The item is exactly as described but you did not read the description, condition or photographs.
• Normal wear consistent with a disclosed used condition.
• You won an auction and no longer want the item — bids are binding.
• You failed to collect an item within the agreed time, or repeatedly missed arranged pickups.

4. Time limits

• Raise a problem within 3 days of receiving or collecting the item, or within 7 days of the expected delivery date if it never arrived.
• Where an item is shipped and no timeframe was stated in the listing, it should ship within 30 days of the order, consistent with the FTC’s Mail, Internet, or Telephone Order Merchandise Rule. If it does not, you may cancel for a full refund.

5. How to raise a problem

1. Contact the seller first through the order. Most problems are a misunderstanding and are resolved directly.
2. If that does not resolve it, open a dispute from the order, or email support@shelf2shelf.com with your order number.
3. Send us what you have: photographs of the item as received, the listing, and your messages with the seller. Evidence decides most disputes.

We aim to acknowledge a dispute within 2 business days. While a dispute is open on a paid order, we may hold the seller’s payout until it is resolved.

6. Returns

Where a refund depends on returning the item, the buyer must return it in the condition received. If the item was significantly not as described, the seller bears the return cost; otherwise the buyer does. Do not send an item back before the dispute has been decided — we cannot credit a return we have no record of.

7. How refunds are paid

Approved refunds are returned to the original payment method via Stripe. Depending on your bank, funds typically appear within 5–10 business days. Where the seller has already been paid, the refund is recovered from the seller’s connected account.

8. Auctions and unpaid orders

A winning bidder must pay within 72 hours of the auction closing. If payment is not completed, the order may be cancelled and the item relisted. A paid auction order is not forfeited for missing a later deadline — once you have paid, you are entitled to the item or to a refund under this policy.

9. Seller obligations

• Describe items accurately, including flaws, and photograph the actual item.
• Dispatch or make available within the timeframe you stated.
• Respond to buyer messages and disputes promptly.
• Accept that a refund found to be owed will be recovered from your proceeds, including from your connected payment account where you have already been paid.

Repeatedly failing to deliver, or misdescribing items, may result in suspension.

10. Chargebacks

If you dispute a charge with your bank instead of using this process, Stripe and your card issuer decide the outcome and we may be unable to help further. We would rather resolve it here first — it is usually faster, and it does not put the seller’s account at risk while the bank investigates. We may suspend accounts that make repeated or abusive chargebacks.

11. Our role and limits

We facilitate the transaction and hold or recover funds where we can. We are not the seller, we do not inspect items, and we do not guarantee any transaction. Our liability is limited as set out in our Terms of Service.

12. Contact

Weldon Hastings d/b/a WeldonPC.com
Email: support@shelf2shelf.com