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 should provide photographs of what arrived and of the packaging. The seller may respond with listing details, stream footage, or dispatch records. Evidence is stored privately and is visible only to the parties and to the person reviewing the dispute.

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. How to Reach Us

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