Policy version: October 23, 2026. Effective for purchases recorded under this policy after platform activation and the seller’s explicit acceptance. Existing purchases retain their original terms.
Reporting and decision deadlines
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.
Open the affected order item and choose Returns and buyer protection. On the website, choose View returns and buyer protection. Save the request promptly, describe the issue and add relevant evidence. If unavailable, email help@shopmynest.com with the order and item number. Do not send full bank or card details.
Ordinary returns and buyer protection
The seller’s purchase-time policy controls voluntary change-of-mind returns: no change-of-mind returns/exchanges, exchanges only, buyer-paid returns, or seller-paid returns. These choices do not waive protection for damaged, defective, wrong, missing or materially misdescribed goods. A seller’s more generous saved promise remains relevant. Exchange proposals require the buyer’s agreement before return shipment; no replacement charge is created automatically.
Cancellation and refund amounts
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.
A cancellation request is not approval or a guarantee that work has stopped. The seller must confirm physical nonshipment before approving. A pending cancellation pauses the affected shared parcel’s fulfillment controls. Do not use a label for canceled items; any remaining items and postage need review.
Returns and postage
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.
An outbound shipping label may be submitted for refund only if the item has not shipped and the label is unused. Carrier, account, status and deadline rules still apply. There is no universal 14-day label-refund deadline. A refund request is not a confirmed reimbursement: the credit is recorded only after the provider confirms the refund. A product refund does not itself void a label or establish a carrier credit.
Refund confirmation and seller responsibility
The seller bears approved item refunds and documented original-carrier-shipping awards through reversals or offsets against unpaid/future earnings. The Nest reverses its corresponding product commission. Awarded handling is returned by The Nest and is not added to seller debt. No automatic seller-bank debit is authorized. Ordinary processor costs remain separate.
Refunds go to the original payment method. A decision or local order update is not proof of provider success. Failed, pending or ambiguous financial attempts remain held for reconciliation and must not be repeated.
Payouts
Net earnings become eligible after a minimum two-day payment hold from successful payment and actual Stripe settlement, whichever is later. Stripe settlement may take longer than two days. Under this new policy, delivery is not an additional waiting period. Open cases, refunds, disputes, documented offsets and the separate two-day bank-change hold can delay or reduce eligibility. The minimum payout request is $25. Authorized ShopMyNest staff approve and submit manual ACH payouts to the saved bank destination. ACH arrival is estimated at 3–5 business days after submission; purchase, eligibility, request, approval, submission and arrival are separate events. Automatic seller payouts through Stripe Connect remain disabled. This policy does not authorize automatic debits of seller bank accounts. Historical orders retain their saved payout terms.
Exceptions and independent rights
Use policy-exception review for disputed delivery, longer saved seller promises, legal-rights concerns or seller nonresponse. State the basis and evidence. Closing a marketplace review does not extinguish non-waivable legal, payment-provider or card-dispute rights. Contact help@shopmynest.com if a control is 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.
Digital purchases
Digital purchases follow the digital fulfillment, acceptance and request terms disclosed before payment and saved with the order. Physical shipment and carrier-delivery dates do not establish digital delivery. Contact help@shopmynest.com for inaccessible files, unfulfilled custom work or disputed digital delivery; mandatory rights remain available.