Refund policy

What this feature does

Group buys are generally non-refundable and non-cancelable after the published refund window closes or manufacturing begins, while failed-MOQ and legally required outcomes follow a controlled refund process.

This guide describes the behavior implemented by Mallello, the people allowed to use it, and the operational checks that keep it dependable.

Detailed workflow

1. At purchase, the customer sees the deadline and non-refundable platform-fee disclosure.
2. An eligible request creates a reviewable refund record.
3. The vendor or administrator validates amount, policy basis, and Stripe payment state.
4. Stripe refunds the vendor's direct charge while the platform retains its disclosed application fee where configured and legally permitted.
5. The order and refund request update only after a confirmed provider outcome.

Rules and permissions

• The connected vendor is responsible for refunds and disputes on direct charges.
• The original platform fee is not returned for voluntary or failed-MOQ refunds under Mallello's policy, subject to law and the governing terms.
• Never promise a refund merely because a request was submitted.
• Refund calculations are based on the recorded charge, not the current listing price.

Failure handling and edge cases

• Insufficient connected-account balance can delay or fail a refund.
• A provider timeout requires payment-state reconciliation before retry.
• Chargebacks are distinct from voluntary refunds and follow Stripe's dispute process.