1.Who refunds you
When you buy a digital product on Stashq, you buy it from Stashq. Stashq is the merchant of record and the seller of record for that sale, and it issues the tax invoice in its own name. That means refunds are handled by Stashq, not by the person who made the product — although they are asked to review your request, and they are given a deadline to do it in.
2.Your refund window
Refund terms are set per product, and they are shown on the product page before you pay as well as on your purchase record afterwards. There are three possibilities:
- 7-day refund requests — you can request a refund within 7 days of purchase.
- 3-day refund requests — you can request a refund within 3 days of purchase.
- No refund requests — refund requests are not accepted for that product, except for delivery or payment problems, which are always covered. See section 6.
Once the window has closed, the request form is no longer available on that purchase. If something is wrong with what you received, contact us anyway — section 6 covers what is not bounded by the window.
3.How to request a refund
Open the purchase in your library and use the refund section on that record. You do not need an account: if you checked out as a guest, the delivery email gives you access to the same purchase record, and the request form works there too.
Say why you are requesting the refund. This starts a conversation attached to that purchase, so you and the seller can exchange messages in one place while the request is open, and there is a record of what was said either way.
4.The 48-hour decision
The seller has 48 hours from the moment you file the request to respond. Three things can happen:
- They approve it. Stashq refunds you the full amount you paid.
- They decline it. The reason is recorded on your purchase record. If you disagree, write to us at hello@stashq.in.
- They do not respond. After 48 hours, Stashq issues your full refund automatically. You do not have to chase it, and you do not have to ask twice.
The 48 hours are always yours in full, even if they run past the end of the refund window — a request filed on the last day of a 3-day window is decided on the same terms as one filed on the first.
5.Downloads do not forfeit it
Downloading a file does not forfeit your right to request a refund. You are meant to be able to open what you bought and find out whether it is what the page promised, and a refund window that closes the moment you look at the product would be worth nothing.
When a refund is issued, your access to the product ends. Files you have already downloaded cannot be recalled, and you are not permitted to keep using them once you have been refunded — the licence you bought ends with the purchase.
6.Refunds we issue unasked
Two situations are not bounded by the product's refund setting:
- A delivery or payment problem. If a product is inaccessible, materially different from its listing, or you were charged and never received access, we will put it right regardless of which refund setting the product carries.
- A payment we cannot complete. If your payment is taken but the purchase cannot be created — for example the last available unit of a limited product was sold while you were paying — Stashq refunds the captured amount automatically, without any request from you.
7.How the money comes back
Refunds are the full amount you paid, including GST, returned to the original payment method through our payment provider. Stashq does not issue partial refunds.
How long it takes to appear is decided by your bank or card issuer rather than by us. The refund and its status are shown on the purchase record throughout, so you can see that it has been issued before it reaches your statement.
If you reviewed the product, your review comes down when the refund goes through. It stops showing on the product page, and it is still visible to you on the purchase in your library. Reviews go with the sale they came from — see section 8 of the Terms & Conditions.
8.Cancelling a seller plan
This section is for sellers, and it is about cancellation rather than refunds. Seller plans are billed as a subscription, and you can cancel at any time from your billing settings.
Cancelling takes effect at the end of the period you have already paid for. You keep everything the plan includes until then, and the part-period you are in is not refunded. After it ends, Stashq's margin returns to 8% of each sale and your products stay where they are.
9.Fraud and abuse
We may refuse a refund and restrict or suspend an account where purchase, refund, or access behaviour appears fraudulent or abusive — including repeatedly buying, downloading, and reclaiming the same kind of product. This is not a reason we apply to an ordinary disputed purchase, and where we rely on it we will say so.
10.Getting help
For anything attached to a specific purchase, the refund section on that purchase's record is the fastest route — it reaches the seller directly and starts the 48-hour clock. For everything else, or if a request was declined and you disagree:
- Email hello@stashq.in
- Include the email address you bought with, and the order or transaction id
- Describe what is wrong, and attach a screenshot if it helps