Policy version: October 23, 2026. Revised refund, dispute and payout terms apply to new purchases from the later of platform activation and the seller’s separate immediate-adoption agreement. Earlier purchases retain their saved terms.
For physical items purchased under the October 23 policy, report delivered-item issues within seven elapsed days of verified delivery. Each split-shipment item uses the verified delivery of all purchased units of that item. Creating a label is not delivery. Non-delivery does not depend on an invented delivery timestamp. Sellers have 48 elapsed hours to respond. A buyer may escalate unresolved SNAD/non-delivery after seller nonresponse or within 48 hours of denial. A decision is due within 14 elapsed days after the request opens, including review; referrals do not restart the deadline. Overdue requests require administrator review and keep the affected earnings held, without an automatic refund, denial or release. Approved returns, exchanges, and provider/bank processing can finish after the decision.
Protection covers supported claims of non-delivery, damaged or defective goods, wrong items, missing essential parts and significant misdescription. Ordinary change-of-mind decisions follow the saved seller policy.
Before physical shipment, an approved cancellation refunds the paid item price and allocated original carrier shipping, with applicable refundable tax; the handling charge is retained once and is not deducted again. After shipment, an approved physical return refunds the paid item price and applicable refundable item tax after the seller confirms receipt. For administrator-confirmed non-delivery, an item refund does not require return of the missing item. Original shipping and handling are ordinarily retained. For a supported significantly not as described (SNAD) claim, ShopMyNest may award some or all of the item’s captured original shipping and handling after administrator review. No award may exceed the original captured allocation or duplicate an earlier refund. Mandatory legal and payment-provider remedies remain available. When the law requires a full refund because an order cannot be shipped or a buyer cancels a qualifying shipment delay, the required refund includes captured shipping, handling and applicable refundable tax; the ordinary handling-retention rule does not override that remedy. ShopMyNest records the reason and allocation separately. Sellers must disclose shipping promises, promptly report delays, and obtain any required buyer consent to a revised shipping date rather than treating silence as consent.
The seller determines whether the buyer or seller pays return postage and records that choice in the approved return instructions, including for SNAD returns, subject to mandatory remedies. Where the seller pays, the seller purchases and provides the prepaid label through the supported workflow. ShopMyNest does not automatically purchase that label or debit the seller again for a seller-purchased label. Ship an approved return with tracking within seven days after instructions; where the seller pays postage, this clock waits for both instructions and the prepaid label. Documented extensions and independent rights remain available.
Affected earnings remain held while a case, authorized return, refund or dispute is unresolved. Decisions use the parties’ evidence; seller silence does not prove a claim. Refund execution and provider confirmation are separate from the decision deadline. Historical purchase-time promises and independent legal/payment-provider rights remain available.
Start with the affected item on your order or email help@shopmynest.com. See the Refund Policy.
Included protection and contact
There is no separate buyer-protection fee. Any future buyer-protection fee will be announced with at least 30 days’ notice before it takes effect. We aim to acknowledge escalations within two business days; acknowledgement is separate from the case decision deadline. Contact help@shopmynest.com with the order number and relevant evidence if the order controls are unavailable.
Refunds go to the original payment method. After the payment provider confirms that a refund succeeded, bank posting commonly takes 5–10 business days and may vary. A case decision alone does not establish that a payment was refunded. Contact support if a refund remains pending; avoid opening duplicate refund attempts.