Returns and Refund Policy

Return and issue reporting window

Eligible return or refund issues must be reported within 7 calendar days of delivery.

Customers must report an eligible return, refund or order issue within 7 calendar days of delivery through the order page or a Storlio support channel. If an order was not delivered because the seller cancelled it, could not fulfil it or delivery failed, the customer should report the issue as soon as the problem becomes known.

Reporting an issue within 7 days does not automatically guarantee a return, replacement or refund. The claim must meet Storlio’s eligibility requirements and may be reviewed by Storlio and/or the seller. Storlio may request photos, delivery evidence, seller responses or other information needed to review the issue.

Eligible reasons

A customer may be eligible for a return, replacement, partial refund or full refund where:

• The wrong item was delivered.
• The item arrived damaged or defective.
• The item is materially different from the product description or listing.
• Part of the order is missing.
• The seller is unable to fulfil or cancels the order.
• There is another qualifying fulfilment or delivery issue covered by Storlio’s existing policy.

The appropriate resolution depends on the circumstances and may include a replacement, partial refund or full refund. Delivery issues and failed fulfilment remain subject to Storlio’s dispute review.

Product condition

Returned products do not necessarily have to remain completely unopened. A customer may reasonably open or inspect a product to determine whether it is damaged, defective, incorrect or materially different from the listing.

Products must not be excessively used, damaged by the customer, altered or returned with missing components, unless the condition or missing component itself forms part of the complaint. Storlio and/or the seller may consider the product’s condition when reviewing eligibility.

Change-of-mind returns

Storlio does not automatically guarantee a return simply because a customer changed their mind, ordered the wrong size or item, or no longer wants the product.

Individual sellers may choose to offer a more flexible return policy, provided that it does not reduce any protection provided by this Storlio platform policy.

Return shipping

Physical returns should be sent by courier or mail using the return instructions provided by Storlio or the seller. Storlio has no general physical return drop-off location.

Storlio does not automatically provide prepaid or printable return labels. The customer is responsible for obtaining the return label unless Storlio or the seller provides one for that return. Responsibility for obtaining a return label is separate from responsibility for the return shipping cost.

Where a return is caused by an incorrect, defective, damaged or materially misrepresented item, the customer should not be unfairly charged for a seller-caused return.

Storlio and/or the seller will determine the appropriate return arrangement during the dispute or return process, including how and where the item should be returned and who should arrange or bear the reasonable return cost.

Storlio charges no restocking fee for an approved eligible return.

Refunds and dispute review

Returns may be required for eligible physical items. Where a return is required, a refund may be processed after the returned item has been received or otherwise verified, unless the issue makes return impossible or unnecessary.

Seller payouts may be held while a seller cancellation, failed fulfilment, delivery issue, return, refund or dispute is under review. Storlio may determine whether a replacement, partial refund or full refund is appropriate after reviewing the available evidence.

Once a refund is approved and any required return or verification is completed, Storlio will initiate the refund within 7 calendar days. Approved refunds should be returned to the original payment method where possible. Payment-provider or bank processing times may affect when the customer sees the refund after Storlio initiates it.