# Refunds, Returns & Shipping Policy
**Last updated:** December 2, 2025
This Refunds, Returns & Shipping Policy ("Policy") explains how shipping, returns, and refunds work on **Waxu**. Waxu is a marketplace operated by **Meija Media LLC**; most transactions occur **directly between buyers and independent sellers (stores)**.
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## 1. Shipping Responsibilities
- **Seller ships:** Sellers are responsible for packaging, shipping, and delivering items to buyers.
- **Shipment deadline:** Sellers must ship within the handling time stated on their listing and, in any case, within **10 days** of the order, unless buyer and seller clearly agree to a different timeframe.
- **Tracking required:** Sellers must provide valid tracking within **10 days** or as soon as tracking becomes available. Tracking should reasonably show shipment progress.
- **Packaging:** Sellers should package items securely (e.g., record mailers, padding, corner protection) to reduce transit damage.
- **Non-shipment or repeated delays:** If a seller fails to ship, fails to provide tracking, or repeatedly ships excessively late, we may cancel orders, hold payouts, and **suspend or permanently ban** the seller and/or store.
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## 2. Returns and Refunds Are Between Buyer and Seller
- **Direct resolution:** Returns, refunds, and exchanges are handled **directly between the buyer and the seller**.
- **Store policies:** Each seller sets their own return/refund policy, subject to applicable law. Buyers should review the seller's policy before purchasing.
- **Communication:** If there is an issue (e.g., not as described, damaged, wrong item), the buyer should message the seller through Waxu.
- **Good faith:** Sellers must respond in a reasonable time and work in good faith toward a solution (partial refund, full refund, return, replacement, or other agreed remedy).
- **Waxu's role:** Waxu generally does **not** mediate or guarantee refunds on behalf of sellers. We may review reports for policy violations but do not promise outcomes, except where required by law or stated in a specific program.
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## 3. Not as Described, Damaged, or Missing Items
- Buyers should contact the seller with details, photos, or other evidence.
- Sellers should propose a resolution consistent with their policy and applicable law (refund, replacement, partial refund, return label, etc.).
- Repeated valid reports that a seller's items are not as described may result in warnings, restrictions, or removal from the platform.
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## 4. Lost, Late, or No-Tracking Shipments
- If tracking is missing, invalid, or shows no movement for an extended period, buyers should message the seller.
- Sellers are expected to provide valid tracking and assist with carrier follow-up.
- We may intervene to limit or ban sellers who do not ship or who repeatedly fail to provide tracking.
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## 5. Cancellations
- **Buyer-initiated:** Buyers should contact the seller promptly. Acceptance depends on the seller's policy and whether the item has shipped.
- **Seller-initiated:** Sellers should cancel only when necessary (e.g., inventory error). Excessive cancellations may result in restrictions.
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## 6. Chargebacks and Payment Disputes
If a buyer disputes a payment with their bank/payment provider, the Payment Processor's rules apply. We may share relevant order and communication details with the processor and may offset related fees or losses against the seller's payouts as permitted by law and processor rules.
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## 7. Contact and Escalation
Most issues should be resolved directly between buyer and seller. If you believe a seller is violating Waxu policies (e.g., not shipping, fraudulent listings), you can report the issue to us:
**meijasupport@meija.media**
Include order details, store name, and any supporting evidence.
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## 8. Changes to This Policy
We may update this Policy from time to time. When we do, we will change the "Last updated" date and, where required, provide notice. Continued use of the Service after changes become effective means you accept the updated Policy.
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Waxu is operated by Meija Media LLC.
Portland, Oregon, United States