Refund and Cancellation Policy

At SphereServe, customer satisfaction is our top priority. Please find our clear and fair refund and cancellation policies below:

Refund Requests: If you are unsatisfied with your purchase, you can request a refund within 14 days of receiving the item. The item must be returned in its original, unused condition.
Order Cancellations: Orders can be canceled within 24 hours for a full refund. After this period, cancellations may incur a small restocking fee. Service bookings can be canceled up to 48 hours before the scheduled time for a full refund. Cancellations made within 48 hours may be subject to a provider time-slot fee.
Refund Process: Once the returned item is received and inspected, we will process your refund within 5 business days.
Exceptions: Personalized and custom-made items are non-refundable unless they arrive damaged or defective.
Request Procedure: For refunds or cancellations, please contact our customer support team with your order details, or use the cancellation feature in your order dashboard.
Response Time: We strive to respond to all inquiries within 3–5 business days.

Seller Policies

Our platform celebrates a community of diverse artisans, particularly from immigrant backgrounds. Please adhere to the following seller guidelines:

Accurate Listings: Provide clear, honest descriptions and photos of your products.
Pricing: You are responsible for setting prices in accordance with local laws.
Communication: Sellers must respond to customer queries and orders in a timely manner.
Shipping: Ensure timely shipping and provide tracking information.
Returns & Refunds: Sellers must honor the platform's overall refund and cancellation policies.

Shipping Policy

We are committed to ensuring a seamless shipping experience. Shipping is managed directly by our trusted vendors, but we keep you updated with tracking information throughout.

For Customers:

Processing Time: Orders are typically processed within 1–3 business days.
Shipping Methods: We offer various options, from standard to expedited and international shipping.
Shipping Costs: Shipping fees are calculated based on the weight and destination of the package.
Tracking: Once your order ships, you’ll receive a tracking number to monitor its progress.
Delays: We are not responsible for delays caused by carriers or customs.

For Sellers/Artisans:

Policy Compliance: Your shop policies must align with SphereServe's guidelines and local laws.
Shipping Clarity: Clearly list all shipping options in your shop policies.
Secure Packaging: Pack orders carefully to ensure they arrive safely.
Processing Times: Clearly indicate processing times and dispatch orders within the listed time frame. Use valid tracking to keep buyers informed of delivery progress.

Community & Forum Policy

Community Spaces:

Respect others' privacy and do not share personal information.
Keep interactions respectful and lead with kindness.
Avoid using community spaces for spam, off-platform transactions, or coordinated pricing efforts.
Report content responsibly and maintain a positive, supportive tone.

Forum Participation:

By engaging in SphereServe forums, you agree to contribute constructively, respect differing opinions, and ensure your posts are on-topic and helpful.

Listing Image Requirements Policy

We believe in transparency and trust. All images used in your listings should reflect the actual product buyers will receive.

Original Photos: You must use your own photos—whether taken by you or someone on your behalf. These should showcase the finished product.
Exceptions: Stock images can be used in rare circumstances, such as for customizable or personalized items.
Personalized Items: For customized products, the main image should show a similar finished product to help buyers visualize their order.
Mockups: Computer-generated mockups can be included, but the first image must always be of the real product.

Fee Policy

SphereServe offers a transparent fee structure for sellers:

Set-Up Fee: A one-time setup fee applies when opening your shop. This fee is charged after onboarding and is non-refundable.
Listing Fees: Each product listing incurs a 0.30 CAD fee. Listings automatically renew every six months unless you opt for manual renewal.
Transaction Fees: A 6.5% transaction fee applies to the total sale price, including shipping and gift wrap charges.
Subscription Fees: Sellers can opt for our SphereServe Plaza subscription at 8 CAD per month for additional tools. Subscription fees are non-refundable and automatically renewed unless canceled.
Off-Platform Transactions: For your safety, all transactions should occur through SphereServe. Off-platform transactions are prohibited.
Payment of Fees: Fees will be deducted from your seller account, and a statement will be available at the beginning of each month.