Dispute Resolution Policy

1. Who Decides What

On Streamster, the seller is the merchant of record. The contract of sale is between the buyer and the seller, and the seller — not Streamster — is responsible for the goods, the delivery, and their own returns policy. Streamster provides the platform, the checkout, and this dispute process.

Because we are not a party to the sale, our role in a dispute is to apply this policy consistently and on the evidence, not to take sides. Where the evidence genuinely conflicts, a person reviews it. Where it does not, a rule decides — and the rules are set out below so that both parties can see them in advance.

2. Start With the Seller

Almost every problem is solved fastest by contacting the seller directly. Use the Contact Seller link on your order confirmation or order-lookup page. Sellers are expected to respond within three days.

If the seller does not respond, or you cannot reach an agreement, open a dispute by writing to support@streamster.shop with your order reference.

3. Grounds for a Dispute

• Item not received — the order never arrived.
• Not as described — what arrived is materially different from what was offered on the stream or the listing.
• Damaged — the item arrived damaged.
• Wrong item — you received something other than what you ordered.

4. The Windows

Each side gets a fixed, published window to act. These are deliberately short: an unanswered dispute is worse for both parties than a decided one. All periods are calendar days from the moment the relevant party is notified.

• Seller response — 3 days. If the seller does not respond to a dispute within three days, the dispute is resolved in the buyer's favour and refunded. Silence from the party holding the value defaults against them.
• Buyer evidence — 3 days. If a buyer opens a dispute and does not provide the requested evidence within three days, the dispute is closed in the seller's favour. Opening a dispute is the affirmative act; it has to be substantiated.
• Seller rebuttal — 3 days. Once a buyer submits evidence, the seller has three days to answer it.
• Human review — 5 business days. Where the evidence conflicts and no rule settles it, a person decides. This is a target we staff to, not an automatic outcome: a backlog never resolves a dispute against either party. If we are slow, the dispute waits for us.

In the ordinary case, a dispute is therefore concluded within roughly two weeks.

5. What Evidence Decides It

Delivery is decided by the carrier, not by either party. Where a shipment carries tracking, a carrier-confirmed delivery scan resolves an "item not received" dispute in the seller's favour. A seller marking their own order as delivered is not evidence of delivery, and we do not treat it as such.

For "not as described", "damaged" or "wrong item", the buyer must submit: at least 3 photographs of the item received (showing the actual item, not stock photos), at least 1 photograph of the packaging (showing its condition on arrival), and a written description of the problem. For size or weight disputes, at least one photo must include a measuring tape or scale. The seller may respond with listing photos, stream footage, or dispatch records. Evidence is stored privately and is visible only to the parties and to the person reviewing the dispute.

Evidence standard: A dispute without sufficient evidence (fewer than 3 photos, stock photos instead of photos of what arrived, no description) will be closed in the seller's favour. A dispute where the seller fails to respond within 3 days will be decided in the buyer's favour.

6. Possible Outcomes

• Refund to buyer — full refund of the order.
• Release to seller — the dispute is closed and the seller keeps the payment.
• Partial refund — where the item has some but not all of the value promised. A partial refund can never exceed the order total.
• No action — where the dispute falls outside this policy.

Every outcome is recorded with the reason, the policy provision applied, and who decided it. Both parties are told the outcome and the reason for it.

7. Card Chargebacks

You always retain the right to raise a chargeback with your card issuer. It is worth understanding what happens when you do.

Because the seller is the merchant of record, a chargeback is raised against the seller's payment account, and your card issuer — not Streamster — decides it. A chargeback supersedes our process. If one is filed, we freeze any in-flight Streamster dispute on that order rather than deciding it twice, and the issuer's determination stands.

Card networks generally allow a chargeback to be raised for a considerable period after a purchase — often around 120 days, depending on the network and the reason. Our process is designed to conclude well inside that window, so that using it first costs you nothing.

8. Abuse of This Process

This policy exists to resolve genuine problems. Repeatedly opening disputes without substance, or refusing to engage with evidence, may result in restriction of an account. Equally, a seller who repeatedly fails to respond to disputes, or who marks undelivered orders as delivered, may be suspended.

9. Return Requirement

All refunds require the buyer to return the item in the same condition it was received. Refunds are issued only after the returned item is received and inspected by or on behalf of Streamster. If the returned item is in a different condition than received, Streamster may issue a partial refund or deny the refund.

No return required when: the item never arrived (carrier confirmed undeliverable), or the item arrived visibly damaged in shipping (buyer must submit photos of the packaging and item).

10. Seller Auto-Ship Policy

Sellers must register a shipping label within 7 days of each order. If no tracking is registered within 7 days, Streamster automatically refunds the buyer in full and cancels the order. This is non-negotiable: the 7-day window exists to protect buyers from undelivered orders.

3-strike suspension: After 3 orders are automatically cancelled due to failure to ship within 7 days, the seller's account is automatically suspended. Reinstatement requires contacting support@streamster.shop.

Item not received claims: If a buyer claims the item was never received but the carrier shows the package as delivered, the buyer must provide a police report or carrier investigation number. If no supporting evidence is provided, the dispute is decided in the seller's favour.

11. How to Reach Us

Email support@streamster.shop with your order reference. Related documents: Refund Policy, Buyer Terms, Terms of Service, Privacy Policy.