Seller Returns & Refunds
Effective date: October 25, 2026
This section explains how Cross Your Arts sellers should set return terms and handle return, refund, cancellation, and order-problem requests. It supplements the Cross Your Arts Seller Agreement, Terms and Conditions, and applicable law. If there is a conflict, applicable law controls; the Seller Agreement controls payment matters it specifically addresses.
Set clear return terms for every listing
You are responsible for setting and following clear return, cancellation, and refund terms for your listings. Show the terms to customers before purchase and apply them consistently. Your listing should state:
Whether returns, exchanges, cancellations, or refunds are accepted.
The time limit for requesting a return or cancellation, when applicable.
The condition an item must be in for a return, when applicable.
Who pays return shipping and how the customer should arrange the return.
Any limits or exclusions that apply to the item, consistent with applicable law.
Your listing terms cannot remove rights or remedies customers have under applicable law or Cross Your Arts marketplace terms. Keep your terms accurate and current.
Respond to customer requests
Respond to customer return, refund, cancellation, and order-problem requests within two business days. Keep order-related messages in Cross Your Arts so the request and outcome are documented. Review the order details and ask for relevant information, such as the order number or clear photos of a damaged, incorrect, or not-as-described item, when needed.
If you approve a return, give the customer return instructions before the item is mailed back. Do not ask a customer to ship an item to an address or by a method you have not provided.
Approve and issue refunds
When appropriate, you may approve a full or partial refund, including a refund for an individual item in a multi-item order. An issue with one item does not automatically require cancellation of the entire order. Refunds are generally returned through the original payment method and are subject to the payment provider’s processing time.
If a customer and seller cannot resolve an issue, Cross Your Arts may review the matter and help facilitate a resolution. The customer or seller may contact Marketplace Support at contact@crossyourarts.com. Where permitted by the Seller Agreement, marketplace terms, and applicable law, Cross Your Arts may issue a refund or other adjustment on your behalf. Cross Your Arts does not advance seller funds; the seller is responsible for funding an approved refund or adjustment.
Refund funding and fee adjustments
An approved refund can be submitted only when you have enough available seller funds to cover the full refund. If your available funds are insufficient, the refund transaction will not go through. You must fund the refund directly; Cross Your Arts will not advance or cover the shortfall. You may submit the refund once sufficient seller funds are available, subject to applicable consumer-refund deadlines and payment-provider requirements.
Cross Your Arts’ 7% commission is adjusted in proportion to the merchandise amount refunded. For example, a $25 merchandise refund on a $100 item adjusts the commission by $1.75. Shipping, sales tax, and payment-processing fees are handled separately. The original Stripe processing fee remains your responsibility if Stripe does not return it; if Stripe returns a fee, it may be credited as applicable. A customer’s refund must not be reduced to cover an unrecovered processing fee.
Shipping delays and order problems
Ship within the timeframe promised in your listing and comply with applicable consumer-protection requirements. If you cannot meet the promised shipping time, provide any required notice and obtain the customer’s consent to a delay or issue a refund as required by law. Cooperate with Cross Your Arts when it reviews reports of non-delivery, damaged or incorrect items, or items that are not as described.
Keep the resolution on Cross Your Arts
Use Cross Your Arts messaging or the order support feature for return and refund communications whenever available. This keeps the conversation and resolution connected to the order and helps Cross Your Arts review an issue if the customer asks for assistance.
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