Refund Policy
This policy explains exactly when you get money back, when you do not, and how to ask. "All sales final" is not our policy and never should have been anyone's.
1. Before we start work — full refund
If you request it within 7 business days of payment and we have not yet begun the build, you get a full refund. In practice, if your order still shows "Paid — waiting for your store details" on your order page, no work has started and this applies.
2. After work has started — partial refund
Once we have started, we refund the portion of the package that has not yet been delivered, assessed against your package's scope and our build record. We will show you what was completed. We do not charge a cancellation fee on top.
3. After delivery — assessed on the facts
Once the deliverables in your package are complete and handed over, the service has been performed and is not routinely refundable. But if what was delivered does not match what your package described, that is our problem and we fix it or refund it. Raise it with us — do not just eat it, and do not go straight to a chargeback.
4. If we cannot deliver
If we cannot deliver what you bought — for any reason, including our own capacity, an error on our side, or a change at Shopify that makes it impossible — you get a full refund of everything you paid us, regardless of how much work we had already done. That is our cost to carry, not yours.
5. Duplicate payments
If you were charged twice for the same order, we refund the duplicate in full, immediately, no questions and no assessment. Tell us or just call — +1 (786) 494-3069.
6. Unauthorised charges
If you see a STOREVERA charge you did not authorise, call +1 (786) 494-3069 or email storevera@support.com straight away, and contact your bank as well. We will refund a confirmed unauthorised charge in full and help your bank's investigation.
7. How to request a refund
Email storevera@support.com or call +1 (786) 494-3069 with:
- your order reference (format
SV-YYYYMMDD-XXXXXX, on your order page and in your confirmation email); - the email address used at checkout;
- the approximate date and amount of the charge;
- what went wrong, in your own words.
8. Timeline
We acknowledge refund requests within 1 business day and decide within 7 business days. Approved refunds go back to the original payment method — Stripe gives us no way to send them anywhere else. Your bank then takes its own time, typically 5–10 business days, which is out of our hands.
9. Costs we cannot refund
Money paid to third parties on your instruction — domain registration fees, paid themes, paid app charges, Shopify subscription — is not ours to return. We never had it; those companies did. We will tell you before incurring any such cost, and you can ask us not to.
10. Contact
+1 (786) 494-3069 · storevera@support.com
Hours: Monday–Sunday, 9:00 AM–10:00 PM ET