Refund policy
Chargeback & Payment Dispute Policy
At SadStonie, we are committed to providing a secure and transparent shopping experience for all customers. This policy outlines how payment disputes, chargebacks, and claims are handled.
Order Confirmation & Payment Authorization
By placing an order with SadStonie, the customer confirms that:
- They are the authorized holder of the payment method used
- The billing information provided is accurate and complete
- The purchase has been made knowingly and voluntarily
Once an order is successfully placed, a confirmation email is automatically sent to the email address provided at checkout.
This email serves as proof that the customer has authorized the transaction.
Shipping Confirmation & Tracking
Once your order has been processed and shipped, we will send a shipping confirmation email containing:
- Order details
- Shipping carrier information
- Tracking number
- Estimated delivery timeframe
This shipment confirmation acts as proof that the order has been fulfilled and dispatched to the address provided by the customer.
Customers are responsible for ensuring that all shipping details entered at checkout are correct.
Lost, Delayed, or In-Transit Orders
Please note that delays caused by:
- shipping carriers
- customs inspections
- weather conditions
- high seasonal demand
are outside of our direct control.
A delayed tracking update does not qualify as fraud, unauthorized payment, or grounds for an immediate chargeback.
Customers are required to contact our support team first before filing any dispute.
Unauthorized Payment Claims
If a customer believes a transaction was unauthorized, they must contact us immediately so we can investigate the issue.
False or fraudulent chargeback claims made after a valid purchase, confirmed shipment, and delivery may be challenged with evidence including:
- order confirmation
- billing and shipping information
- IP address and device data
- shipping confirmation
- tracking proof
- customer communication history
SadStonie reserves the right to dispute any illegitimate chargeback claims submitted through PayPal, credit card providers, or payment gateways.
Friendly Fraud & Abuse Prevention
Chargebacks filed after receiving the product, or without first contacting our support team, may be considered friendly fraud.
Examples include:
- claiming unauthorized purchase after receiving the item
- claiming non-delivery while tracking confirms delivery
- disputing a transaction due to delayed shipping updates
- disputing after change of mind
In such cases, SadStonie will provide all available evidence to the payment processor.
Refund Before Chargeback
We strongly encourage customers to contact us before opening a dispute.
Most issues can be resolved quickly through:
- replacement
- refund review
- reshipment
- order support
Opening a chargeback without first contacting us may delay the resolution process.
Chargeback Resolution Time
Once a dispute is opened, the resolution timeline is determined by the payment provider, bank, or PayPal.
This process may take up to 30–90 business days, depending on the financial institution involved.
Contact Information
For any payment concerns, billing issues, or transaction questions, please contact:
Our team is here to help and resolve any issue as quickly as possible.
Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM