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Refunds, Returns & Shipping Policy

Last updated: July 29, 2026

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).

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.

2. Buyer Requests, Seller Decisions, and Waxu Overrides

  • Buyer request: A buyer may open an order-support request for cancellation, return, damage, an item not as described, a lost package, or another order problem. The buyer should identify the affected items, explain the requested outcome, and provide relevant evidence.
  • Seller decision: The seller may approve or decline the request, request a tracked return, offer another lawful solution, or issue an explicit full or partial refund. Sellers must explain a denial and act in good faith.
  • Store policy: A seller's displayed return policy applies only to the extent it is consistent with this Policy and applicable law. A store policy cannot waive mandatory consumer rights or prevent Waxu from enforcing marketplace rules.
  • Waxu override: Meija Media may review a case and issue or require a full or partial refund without seller approval when reasonably necessary to comply with law, address fraud or duplicate payment, correct non-shipment or a material listing problem, protect users or the marketplace, respond to a payment dispute, or enforce our agreements.
  • No guaranteed outcome: A request does not automatically entitle a buyer to a refund, except where applicable law requires one. Waxu's ability to intervene does not limit rights that cannot legally be limited.

3. Evidence and Case Records

  • Buyers and sellers should keep order communications inside Waxu and provide only relevant photos, tracking, descriptions, and other evidence.
  • Waxu may review order, payment, shipment, return-tracking, communication, and case-history information. We may share relevant case information with the buyer, seller, payment processor, duties-and-tax provider, carrier or fulfillment provider, professional advisers, or authorities as described in our Privacy Policy.
  • Do not upload passwords, complete payment-card numbers, government identifiers, or unrelated sensitive information.
  • False, altered, abusive, or misleading evidence may result in denial of a request or account action.

4. Returns

  • If a return is required, the case decision will identify the items, return deadline, and available instructions. Buyers should use tracked shipping and keep proof of shipment.
  • Responsibility for return shipping depends on the reason, the seller's disclosed policy, the case decision, and applicable law. A seller may be responsible when an item is damaged, incorrect, materially not as described, or where law otherwise requires.
  • Returned items should be sent back in substantially the condition received, subject to reasonable inspection and any rights provided by law.
  • Failure to send an authorized return by the stated deadline may close the request unless law or the written case decision provides otherwise.

5. Refund Amounts and Timing

  • Refunds are sent to the original payment method. Stripe and the buyer's bank or payment provider control when the credit appears; Waxu cannot guarantee a posting date.
  • A refund may be full or partial. The decision should state the amount and whether it includes item price, original outbound shipping, return shipping, taxes, duties, or import fees.
  • Shipping charges, duties, taxes, customs amounts, and third-party fees are refunded only when required by law, included in the decision, or recoverable from the applicable provider. International orders may require additional review or reconciliation before a refund can be completed.
  • Currency-conversion differences, bank charges, and foreign-transaction fees are controlled by financial institutions and may not be recoverable through Waxu.
  • Buyers may not obtain duplicate recovery for the same loss. If a bank dispute, insurance claim, carrier claim, or other reimbursement overlaps a Waxu refund, the buyer must promptly tell us and cooperate in correcting any overpayment.

For a normal seller-approved refund, Waxu ordinarily returns the proportional Waxu marketplace fee to the seller. Original Stripe or other payment-processing fees may be nonrefundable. For a seller-caused or administrator-enforced refund, Waxu may retain or recover marketplace fees when the fee treatment is clearly shown and recorded with the decision.

6. Cancellations

  • Buyer-initiated: Buyers should submit a cancellation request promptly. Acceptance depends on the seller's policy, applicable law, and whether fulfillment has begun.
  • Seller-initiated: Sellers should cancel only when necessary, such as an inventory error. Excessive cancellations may result in restrictions.
  • A cancellation is not complete until the order and payment records show the resulting status. Creating or buying a shipping label may affect what can be recovered.

7. Lost, Late, or No-Tracking Shipments

  • If tracking is missing, invalid, or shows no movement for an extended period, buyers should open an order-support request.
  • Sellers are expected to provide valid tracking and assist with carrier follow-up.
  • Waxu may intervene, refund, restrict payouts, or limit or ban sellers who do not ship or repeatedly fail to provide tracking.

8. Chargebacks and Payment Disputes

If a buyer disputes a payment with their bank or payment provider, that provider's rules apply. We may submit relevant order, shipment, communication, return, and case evidence. We may pause fulfillment or refunds while overlapping claims are reconciled and may offset related fees or losses against seller balances or future payouts as permitted by law and processor rules.

9. Contact and Escalation

Start with the order-support tools attached to the order so the request and response history remain together. If the tools are unavailable or you believe urgent platform intervention is necessary, contact:

meijasupport@meija.media

Include order details, store name, and any supporting evidence.

10. 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.

Waxu is operated by Meija Media LLC. Portland, Oregon, United States