Refund Policy

Stelo facilitates print-on-demand orders between merchants and print providers. Because each product is custom-made to order, our refund policy reflects the nature of custom manufacturing.

Refunds may be issued in the following cases:

• The product arrives damaged or defective
• The product is significantly different from the design preview
• The order was not delivered within 30 days of the estimated delivery date
• The wrong product or size was delivered

Refunds are not available for:

• Change of mind after the order has entered production
• Minor color variations due to differences between screen displays and print output
• Incorrect shipping address provided by the customer

To request a refund, the customer should contact the merchant directly. The merchant can then initiate a dispute through the Stelo escrow system. Disputes are resolved based on evidence provided by both parties.

All payments are held in Soroban smart contract escrow until shipping is confirmed. If a dispute is raised before escrow release, funds remain locked until resolution. This protects both merchants and customers.

Approved refunds are processed within 5-10 business days. Refunds are issued in USDC to the original payment source via the Stellar network.

For refund-related questions, contact us at support@stelo.life.