Refund Policy

Sellers set their own refund rules. This page explains what applies to buyers and sellers on SellSpace.

1. Overview

SellSpace is a platform. Every store is run by an independent Seller who is the trader and merchant of record. The sales contract is between the Buyer and the Seller (Terms of Service, article 2). This policy explains how refunds work.

2. Sellers set their own refund rules

• Each Seller decides whether and when they offer refunds beyond their legal duties, and must show their refund rules clearly in the store.
• Sellers must always respect mandatory consumer law: the right of withdrawal where it applies, and remedies for digital content that does not conform to the contract (Directive (EU) 2019/770).
• Sellers can refund orders from the dashboard. Refunds go back to the Buyer's original payment method through Stripe, normally in full for the order.

3. Right of withdrawal for digital products (EU consumers)

Consumers in the EU normally have 14 days to withdraw from a distance purchase. For digital content that is delivered immediately, that right is lost only if the consumer expressly agreed that delivery starts during the withdrawal period, acknowledged that they lose the right of withdrawal, and received confirmation (Directive 2011/83/EU, Article 16(m), and applicable consumer law). Sellers must collect and store that consent. If they did not, the consumer can still withdraw within the period. Other mandatory rights remain, such as the right to repair or price reduction when digital content is defective or not as described.

4. If you are a Buyer

1. Check the refund rules in the store and on your order page.
2. Contact the Seller first, using the contact details in the store or in your order e-mail.
3. If the Seller does not respond, or the problem is caused by the platform (for example a delivery error), contact us at [email protected] with your order reference. We answer within 14 days. We can check delivery problems, forward your case, and act against stores that break our rules. We do not decide the Seller's sale for them, except where the platform itself is at fault.
4. You can also use the Stripe or your card issuer's dispute process, but we ask you to contact the Seller first, as a refund is usually faster.

5. Chargebacks and disputes

When a Buyer disputes a payment with their bank, Stripe runs the dispute process with the Seller's connected account. The Seller carries the disputed amount and Stripe's dispute fees and must respond in time. Refunding or delivering evidence quickly helps. An order under dispute cannot be refunded in the SellSpace dashboard.

6. What happens to fees when an order is refunded

• SellSpace's transaction fee: we do not return our transaction fee automatically when an order is refunded. The Seller bears the refund, including the fee. The order page then shows the refunded order with a net amount of zero.
• Stripe's processing fees follow Stripe's rules; Stripe may not return its fee on a refund.
• Delivered keys or file downloads are revoked when an order is refunded or disputed.

7. SellSpace subscriptions (Premium and Pro)

• You can cancel at any time in the billing portal. The plan stays active until the end of the period you paid for.
• We do not refund a running period, unless mandatory law requires it or we agree in writing.
• Consumers (rare for a business service) keep their mandatory rights.

8. Marketplace templates

A template bought in the marketplace is digital content from its author. Refund requests go to us at [email protected] because the marketplace is operated by SellSpace; we handle them under this policy and the template licence. We decide marketplace refund requests case by case and always follow mandatory consumer rights.