Refunds & Delivery

This page is for customers who paid through a storr checkout link, and "you" means the customer. Sellers: see For sellers below and our Terms.

Delivery

• Each seller arranges their own delivery and sets their own delivery cost and timeline. Check the seller's description and agree details with them before you pay if anything is unclear.
• After payment, your confirmation page confirms the payment and lets you download a receipt. The seller will contact you about delivery.
• Sellers are expected to ship in a reasonable time. If an item has not arrived or you have heard nothing within 7 days of paying, contact the seller first, then us.
• Please check that your phone number and delivery address are correct before you pay, and inspect your item on delivery where you can. Damage or delays caused by a delivery rider are for the seller to resolve with their rider and with you.

When you can ask for a refund

• Your item never arrived.
• The item is not what the seller described, is damaged or is faulty.
• The seller cancelled the order, or the item turned out to be unavailable after you paid.
• You were charged more than once for the same order.

Change-of-mind returns are at the seller's discretion unless the law says otherwise. Ask the seller before you pay.

How it works

1. Start with the seller. Their store name and phone number are on your receipt. The seller is responsible for the item and decides on and issues refunds for their own sales.
2. If it is not sorted within 3 days, email hello@storr.cc with your Paystack reference or order number, the phone number you paid with, and what went wrong (photos help). A seller can also ask us to step in.
3. We help both sides understand. We share a standard summary of the order, so everyone is looking at the same facts, and we talk to both sides. We aim to reply within 1 business day.
4. If both sides agree a refund is due, we help arrange it through Paystack.
5. If the seller and customer do not agree, storr does not decide who is right. The matter stays between them, and your legal rights are unaffected.

Why refunds come from the seller

Paystack sends your payment, less our fee, to the seller's own account (usually the next business day). storr never holds it, which means refunds are funded by the seller, and once the money has reached them it cannot simply be pulled back by us. This is why we recommend buying from sellers you know or trust, and checking details before you pay.

How refunds are paid

Approved refunds are returned to the mobile money account or card that made the payment. Processing time depends on Paystack and your network or bank, and is outside our control.

Your legal rights

This policy does not limit any rights you have under consumer protection law where you live.

For sellers

You are your customer's first point of contact, so reply to delivery and refund questions promptly. If a customer asks us to step in, we will share the same order summary with you and ask for your side. If an order is refunded, the amount is recovered from you (see the Terms). Sellers who regularly fail to deliver can be suspended.

Questions? hello@storr.cc