Refund Policy

This policy explains when refunds may be approved on HStore and how disputes are reviewed. Because most products are digital, decisions are based on delivery evidence, listing accuracy, and communication records.

When a Refund May Be Approved

  • Product was not delivered within the agreed delivery terms
  • Delivered product is clearly different from the listing description
  • Duplicate charge or confirmed payment processing error
  • Verified technical issue that prevents intended use and cannot be resolved

When a Refund Is Usually Not Approved

  • Change of mind after successful digital delivery
  • Buyer did not review listing details before purchase
  • Issues caused by buyer environment, misuse, or policy violation
  • Requests without sufficient evidence in dispute review

How to Request a Refund

  1. Contact the seller from your order chat first
  2. If unresolved, open a dispute from the order page
  3. Provide clear evidence (screenshots, logs, timestamps)
  4. Our team reviews both sides and issues a final decision

Evidence Quality Guidelines

Refund decisions are evidence-driven. The strongest submissions clearly show what was promised, what was delivered, and when the issue occurred.

  • Order ID and a concise issue summary
  • Listing screenshot or reference to the exact mismatched claim
  • Delivery output and issue evidence with timestamps
  • Order chat excerpts that show attempted resolution steps

Review and Decision Timelines

Case complexity varies. Straightforward non-delivery or mismatch cases are usually resolved faster than multi-step technical disputes. We prioritize complete submissions to reduce review delays.

  • Initial triage: confirms dispute scope and missing evidence
  • Review phase: compares listing claims, order records, and communication logs
  • Decision phase: applies policy-aligned outcome and records rationale

Abuse Prevention

Refund workflows are protected against manipulation. Repeated bad-faith claims, fabricated evidence, or coordinated abuse attempts may result in account-level enforcement.

Important Notes

  • Refund decisions are tied to order records and platform logs
  • Repeated abuse of refund requests can result in account action
  • Platform policies may be updated to improve user safety

Questions about this policy: Contact Support or email [email protected].

Last updated: March 05, 2026