SturdyBay Digital Commerce Refund Policy

1. About this Policy

This Refund Policy outlines the terms, timelines, and methods by which SturdyBay Digital Commerce processes monetary reimbursements for returned goods or canceled orders. It details how we handle refunds, what you can expect regarding timelines, and the circumstances under which partial or full refunds are issued. Our goal is to provide a transparent, efficient, and fair refund experience for all customers.

2. Scope and Application

This Refund Policy applies to all transactions initiated on the SturdyBay Digital Commerce platform, including purchases made via our website and mobile applications. It governs reimbursements for products sold directly by SturdyBay, as well as those sold by third-party sellers operating on our marketplace. While return eligibility is detailed in our Return Policy, this document specifically addresses the financial resolution following a return approval or order cancellation.

This policy does not limit any statutory rights you may have under the consumer protection laws of your jurisdiction.

3. Refund Eligibility Criteria

A refund will be initiated under the following conditions:

• The returned item has been received and inspected at our facility and approved for a refund.
• The order was canceled before shipment, as outlined in Section 10.
• The item was confirmed to be damaged, defective, or incorrect (a "SturdyBay Error").
• The item was lost in transit and confirmed as such by the carrier.
• The item is out of stock and cannot be replaced upon your request.

Refunds are strictly processed to the original payment method used during checkout unless otherwise specified below.

4. Refund Timelines

Once your return is accepted or your cancellation is confirmed, the refund process begins. Please note the following timelines based on specific circumstances:

• Cancellations (Before Shipment): Refunded within 1–3 business days.
• Standard Returns (After Inspection): Refunded within 5–10 business days.
• Damaged/Defective Items (SturdyBay Error): Refunded within 3–5 business days after verification.
• Lost in Transit: Refunded within 5–7 business days after carrier investigation concludes.

Please note that once a refund is issued from our end, the time it takes to appear on your statement depends on your bank or card issuer (typically an additional 3–5 business days).

5. Refund Methods

SturdyBay prioritizes returning funds to the original source of payment to ensure security and prevent fraud. The methods are as follows:

• Credit/Debit Cards: Refunds will be sent back to the issuing bank. Depending on the bank, the credit may appear as a reversal of the original transaction.
• Digital Wallets (PayPal, Google Pay, etc.): Refunds will be credited to the respective wallet account. Processing times are dictated by the wallet provider.
• Bank Transfers: For orders paid via direct bank transfer, we may require your banking details to process the reimbursement securely.
• Store Credit (Optional): In select cases, you may opt to receive your refund as Store Credit. This is usually processed instantly and may include a bonus voucher.

We cannot refund to a payment method different from the one used for the purchase, except where the original method is no longer active, in which case we will issue Store Credit.

6. Partial vs. Full Refunds

Based on the condition of the returned item and the reason for return, SturdyBay may issue either a full or partial refund:

• Full Refunds: Issued when items are returned in pristine condition within the stipulated timeframe, or when the error is on the part of SturdyBay (defective, wrong item, etc.).
• Partial Refunds: May be issued in situations where the item shows signs of use, has damaged packaging, is missing accessories, or is returned after the eligible return window (if accepted by management). Restocking fees of up to 15% may be deducted in these cases.

7. Shipping and Handling Fee Refunds

Our policy regarding the refund of shipping costs is as follows:

• Non-Refundable Shipping: Original shipping fees and express handling charges are non-refundable for "change of mind" returns.
• Refundable Shipping: If the return is a result of our error (e.g., you received a damaged, faulty, or incorrect item), we will refund the full item price plus the standard shipping costs.
• Free Shipping Promotions: If you received free shipping, we deduct our actual outbound shipping cost from your refund if the return is not due to our error.

8. Refunds for Non-Returnable Items

While certain items are marked "Non-Returnable" (such as digital downloads or hygiene products), a refund may still be granted under the following exceptional circumstances:

• The item arrived physically damaged or defective upon delivery.
• The digital content was not accessible or failed to function as described (verified by our tech team).
• The wrong item was delivered.

In these cases, please contact support within 48 hours of delivery. We may require photo or video evidence to process the exception.

9. Late or Missing Refunds

If you have received a notification from SturdyBay stating that your refund has been processed, but the money has not appeared in your account:

• Step 1: Check your bank account or wallet statement again carefully.
• Step 2: Contact your bank or credit card company, as processing times often vary (some banks take up to 10 business days to post credits).
• Step 3: If you have completed the above steps and still have not received your refund, please contact our billing department at billing@sturdybay.com.

10. Order Cancellations and Refunds

You have the right to cancel an order before it enters the shipping process. Refund scenarios for cancellations are handled as follows:

• Before Shipment: You will receive a full refund immediately upon cancellation confirmation.
• After Shipment: The order cannot be canceled. You must accept delivery and initiate a return through the standard process.
• Custom Orders: Custom-made or personalized items cannot be canceled after production has begun, and deposits for these items are non-refundable.

11. Third-Party Seller Refunds

SturdyBay is a marketplace as well as a direct retailer. For items sold by third-party vendors:

• Third-party sellers are required to process refunds within the same timelines as SturdyBay.
• While sellers may issue the refund directly, SturdyBay holds the funds in escrow until the refund is confirmed.
• If a third-party seller fails to issue a valid refund, SturdyBay will step in and issue an "A-to-Z Guarantee" refund on the seller's behalf.

12. Contact and Support

If you have any questions regarding the status of your refund, or if you believe there has been an error in calculation, please contact our dedicated billing team:

• Email: billing@sturdybay.com
• Phone: +254 (7) 254-48705 (Monday to Friday, 9:00 AM – 6:00 PM EST)
• Live Chat: Select "Billing" as your topic when opening a chat window.

Our finance team handles refund queries with high priority and will respond within 24 hours.

13. Updates to This Policy

SturdyBay Digital Commerce reserves the right to update, amend, or modify this Refund Policy at any time to reflect changes in market conditions, legal requirements, or business processes. The "Last Updated" date at the bottom of this page will indicate the most recent revision. We strongly encourage users to review this page periodically to remain informed of how we are protecting your financial rights.