Return and Refund Policy
We want every Storify order to feel clear after checkout. This page explains when items can be returned, how refund reviews work, and what happens after an approved return reaches us.
Return window
14 days from delivery
How a return works
Returns and refunds are separate steps. A return request handles eligibility, shipment, and inspection. A refund sends or records the money after the return is approved.
Open your order
Go to your order history. Checked out as a guest? Sign in or create an account with your checkout email, and your orders are there.
Choose eligible items
Select the items and quantities to return, pick a reason, and add a note if it helps.
Wait for review
Our team, and the vendor when applicable, reviews the request against the return window and item condition.
Send the item back
Once it is approved, your order page shows where to send it, a return label, or that nothing needs sending. Add the tracking number there, and keep your carrier receipt until the return is closed.
Inspection and refund
Once received and inspected, eligible refunds are issued to the original payment method or recorded manually.
Eligible returns
Delivered physical products requested within 14 days of delivery.
Items in unused, clean, and resaleable condition unless they arrived damaged or defective.
Items with original packaging, tags, accessories, and included documents.
Partial quantities from an order, as long as they have not already been returned or refunded.
Items that may not qualify
Digital goods, services, downloadable products, and gift cards.
Products marked final sale — the product page and your cart say so before you pay.
Perishable, hygiene-sensitive, intimate, or opened sealed goods when not defective.
Items damaged by misuse, missing parts, or returned outside the approved window.
Refund rules
Refunds are capped at the remaining refundable order balance. Shipping, taxes, discounts, and fees may be adjusted based on the approved items and the condition received.
Original payment method
Card, PayPal, Razorpay, Paystack, and Pesapal refunds are sent back through the original payment provider when possible.
Partial refunds
If only part of an order is returned, the refund may include the item amount, eligible tax, and selected fees.
Manual refunds
Cash on delivery, cash, mobile money, POS, and manual payments are refunded by the store team outside the payment gateway; you'll be asked where to send the money.
Inventory review
Refunds and inventory are separate decisions. Items are restocked only after inspection confirms they can be resold.
Return request statuses
These are the typical states you may see as the return moves from request review to refund completion.
Your return request has been submitted for review.
The return is accepted and return instructions are provided.
The returned item is on its way back to the store or vendor.
The returned item has arrived and is waiting for inspection.
The approved refund is being prepared or sent to the payment provider.
The refund has been issued or manually recorded.
Ready to review an order?
Start from your order history. Checked out as a guest? Sign in or create an account with your checkout email, and your orders appear there automatically.