Refund Policy

Paid orders are not automatically refundable unless the seller, platform policy, or applicable law requires a refund.

Refund review may be considered for non-delivery, materially inaccurate items, duplicate charges, payment processing errors, or platform-approved exceptions.

An order may be refunded in full or in part. A partial refund returns part of the order total to the buyer and leaves the rest of the order standing. An order cannot be refunded beyond the amount that was actually paid for it.

Sellers are expected to communicate clearly, fulfill accurately, and cooperate with platform review when a refund issue arises.

A refund is money returning to the buyer that the seller was credited with. When a refund is issued, the seller's pending earnings for that order are reduced by the seller's share of the refunded amount, in the same proportion the order was originally split. On an order where the seller earns 90% of the total, a $30 refund reduces their pending earnings by $27.

Payment processing costs are not recovered from the seller. Those are the platform's cost and the platform absorbs them.

A seller may already have been paid for an order before a refund is issued against it. In that case there is nothing left to reduce on the order, and the seller's share of the refund is offset against their future pending earnings instead. This is an offset against earnings that have not yet been paid, not a debt owed to the platform.

An offset is recovered from the next payout that can cover it. Where an offset is under $1.00, it is forgiven rather than collected.

If a buyer's bank reverses a payment, the order is held out of payout while the dispute is open, so nothing is released for it until the outcome is known.

A dispute that is lost is treated as the same kind of event as a refund. The seller's share of the disputed amount is not paid to them, and where the seller had already been paid for that order, that amount is offset against their future pending earnings on the same terms as a refunded order.

A dispute that is won has no effect on the seller's earnings, because no money moved.

A digital product is a file the buyer downloads. A downloaded file cannot be returned, so a digital purchase is not refundable once it has been downloaded — except where the platform approves an exception, such as a file that could not be delivered at all or was not what the listing described.

If a digital file cannot be delivered, the buyer is entitled to a refund and the request is reviewed on the same grounds as any other order.

Islander Connect may pause payout release, mark an order for review, or request additional evidence before resolving a refund request. Payout release may be held while a refund or dispute is open.

Refund handling is operator-mediated. A submitted refund request does not guarantee approval or immediate provider-side reversal.