Buyer Protection Policy

Version 1.0.0
Effective Date: October 5, 2026
Last Updated: October 5, 2026

1. Overview

Storefront Live is committed to a trustworthy purchasing experience. This Buyer Protection Policy outlines what issues are covered, how to file a claim, and the resolution process. Buyer Protection claims are reviewed and resolved by our support team.

2. What's Covered

Buyer Protection covers the following issues when reported within the applicable timeframe:

2.1 Item Not Received

Your order was not delivered, including:

• Package lost in transit
• Package not shipped by Seller
• Package misdelivered
• Package marked "delivered" but not received

2.2 Item Not as Described

The item you received differs materially from the listing, including:

• Wrong item sent
• Item in different condition than described
• Material differences from photos or description

2.3 Item Damaged or Defective

The item arrived damaged or defective, including:

• Physical damage to the item
• Damage caused during shipping
• Items broken, non-functional, or defective on arrival

2.4 Counterfeit Item

The item is counterfeit or not authentic as advertised.

2.5 Item Expired

The item is past its printed expiration or best-before date, or past a disclosed period-after-opening (PAO). This applies in particular to consumable products in the Beauty and personal-care categories.

2.6 Item Incomplete

The item is missing parts, components, or accessories that were included as part of what was sold.

3. What's Not Covered

Buyer Protection does not cover:

3.1 Buyer's Remorse

"Changed mind" returns are not covered. This includes:

• Item doesn't fit (unless size was misrepresented)
• Changed your mind about the purchase
• Found a better price elsewhere
• No longer want the item

3.2 Normal Wear

Items sold as used or pre-owned with disclosed imperfections consistent with the listing description.

3.3 Late Requests

Claims submitted after the applicable deadline (see Section 5).

3.4 Modified Items

Items that have been used, altered, or damaged by the Buyer after receipt.

3.5 Off-Platform Transactions

Purchases made outside of Storefront Live.

3.6 Buyer Misconduct

Claims from Buyers with a history of abuse, excessive returns, or fraudulent behavior.

4. Eligibility Requirements

To be eligible for Buyer Protection:

1. Account in Good Standing: Your account must not be suspended or under review.
2. Purchase on Platform: The transaction must have occurred on Storefront Live.
3. Timely Reporting: The claim must be submitted within the applicable deadline.
4. Documentation: Provide requested evidence (photos, descriptions, etc.).
5. Cooperation: Respond to requests for information during the review process.

5. Claim Deadlines

5.1 Items Received with Issues

Submit claims within 14 days of delivery for items that are not as described, damaged, defective, counterfeit, expired, or incomplete.

5.2 Items Not Received

For items not received — including packages lost in transit, never shipped, misdelivered, or marked "delivered" but not received — submit claims within 30 days of purchase.

6. How to File a Claim

6.1 Step 1: Report the Issue

1. Open the Storefront Live app
2. Go to your order history
3. Select the order with the issue
4. Tap "Report a problem"
5. Select the issue type
6. Provide details

By submitting an issue, you authorize Storefront Live and the Seller to contact you — including by phone, email, and in-app messaging — solely to resolve the issue you reported (see Terms of Service Section 7.5).

6.2 Step 2: Contact the Seller

After reporting, a message thread with the Seller opens. Attempt to resolve the issue directly with the Seller first. (For a suspected counterfeit or fraud, also email reachout@storefrontlive.com.)

6.3 Step 3: Escalate if Needed

If you cannot resolve the issue with the Seller within 24 hours, or sooner if the Seller's response is unsatisfactory, you may escalate to Storefront Live Support. To escalate, email reachout@storefrontlive.com with your order details and any additional information.

7. Resolution Process

7.1 Review

Storefront Live reviews escalated claims considering:

• Information provided by the Buyer
• Information provided by the Seller
• Order and shipping records
• Photos and evidence
• Account history of both parties

7.2 Timeline

We aim to resolve escalated claims within 7–10 business days. Complex cases may take longer. At our discretion, orders involving high-value goods may be subject to additional review, including requests for supplementary documentation from either party. This additional scrutiny is designed to protect both Buyers and Sellers and does not change your rights under this policy.

7.3 Possible Outcomes

7.4 Return Requirements

For some claims, you may be required to return the item before receiving a refund. If a return is required:

• Return shipping costs are determined by fault (Seller error — including wrong item, damaged, not as described, expired, or incomplete — means the Seller pays).
• The item must be returned in the condition received.
• The Seller has 2 business days after receiving the returned item to inspect it and, if applicable, dispute the return condition.
• If the Seller does not dispute within 2 business days, the return is accepted.
• Refund processing begins after the inspection period and takes 5–10 business days.

7.5 Appealing a Decision

If your claim is denied, or you disagree with the outcome, you may submit one appeal. Reply to your claim or contact reachout@storefrontlive.com with any additional information or evidence within 14 days of the decision. We aim to respond to appeals within 2 business days, and the appeal decision is final.

8. Refund Details

8.1 Refund Method

Refunds are issued to your original payment method.

8.2 Refund Timeline

After approval, refunds typically process within 5–10 business days. Your financial institution may require additional time to post the refund.

8.3 Refund Amount

Refunds include the item price and applicable taxes. Original shipping costs are refunded where the issue resulted from Seller error; otherwise shipping costs may not be refunded.

9. Abuse Prevention

Storefront Live monitors for abuse of Buyer Protection, including excessive claims, fraudulent claims, chargeback abuse, and return fraud. Buyers who abuse the system may lose access to Buyer Protection, face account restrictions, or have their accounts terminated.

10. Contact

For questions about Buyer Protection:

• In-App: Report a problem on your order
• Email: reachout@storefrontlive.com