Refund & Exchange Policy

Last Updated: October 8, 2026

Policy Overview

Stack'd supplies wholesale preloved apparel to commercial buyers.

Our merchandise is pre-owned, assorted and frequently sourced specifically for wholesale orders, all purchases are subject to the agreed product specification, grading standards and commercial terms.

Returns, refunds and exchanges are not automatically available for changes of mind, expected preloved characteristics or unsuccessful resale performance.

Nothing in this policy restricts rights that cannot lawfully be excluded.

Mandatory Inspection and 48-Hour Claim Period

Buyers must inspect their shipments immediately upon confirmed delivery.

All claims relating to refunds, returns, exchanges, incorrect products, grading,

quantity, product quality, visible shipping damage or other delivery discrepancies

must be submitted within 48 hours of confirmed delivery.

The claim period begins at the documented delivery date and time recorded by the carrier or other agreed delivery-confirmation method.

Buyers should not delay submitting an initial claim while gathering additional supporting evidence.

Claims received after the 48-hour period may be rejected, subject to mandatory legal rights and applicable exceptions.

Circumstances Eligible for Review

A refund, replacement or other remedy may be considered where:

• Merchandise materially differs from the accepted product specification.
• A verified grading discrepancy exceeds the agreed tolerance.
• The shipment contains materially incorrect product categories.
• Significant quantities are missing beyond any agreed allowance.
• A fulfilment error is attributable to Stack'd.
• Goods are damaged before the agreed transfer of risk due to circumstances for which Stack'd is responsible.
• Stack'd cannot fulfil a confirmed order and an acceptable alternative cannot be agreed.

Non-Refundable Circumstances

Refunds, exchanges or replacements will generally not be provided for:

• Change of mind after order confirmation.
• Expected signs of wear consistent with the agreed grade.
• Ordinary colour, size, style and brand variations in assorted lots.
• Minor imperfections within disclosed grading specifications.
• Unsuccessful resale performance.
• Lower-than-expected resale prices or profit margins.
• Buyer expectations not included in the agreed order.
• Goods materially altered, used or resold after delivery where this prevents reasonable verification.
• Delays or expenses allocated to the buyer under the agreed shipping terms.
• Import duties, destination taxes and clearance costs contractually payable by the buyer.

These exclusions apply only to the extent permitted by applicable law.

Claim Submission Requirements

All claims must be submitted to:

hello@superstackd.com

Within 48 hours of confirmed delivery, the buyer must provide an initial written claim identifying:

• Order or invoice number.
• Buyer/company name.
• Delivery date and time.
• Description of the issue.
• Affected quantity or weight.
• Available photographs or videos.
• Available packaging or delivery evidence.

Stack'd may request additional documentation during its investigation.

Such documentation may include unboxing videos, carton photographs, weighing records, inspection reports or independent verification.

Additional evidence reasonably requested after a timely initial claim may be submitted within a period communicated by Stack'd.

Grading Discrepancies

Claims involving incorrect grading will be assessed against the expressly agreed product grade and mixed-grade composition.

Where an agreed 10% grading tolerance applies:

• Variations within the agreed tolerance do not automatically qualify for compensation.
• Material discrepancies beyond the tolerance may qualify for review.
• Compensation, where due, will ordinarily relate to the verified affected portion.

The tolerance does not eliminate contractual obligations concerning prohibited goods or other expressly guaranteed specifications.

Assessment and Resolution

After reviewing the available evidence, Stack'd may determine an appropriate resolution in accordance with the contract and applicable law.

Potential remedies include:

• Replacement of verified non-conforming products.
• Shipment of verified missing items.
• Partial refund for the affected portion.
• Account credit with the buyer's agreement.
• Authorised return and refund.
• Full refund where the order is materially non-conforming and cannot reasonably be remedied, or where otherwise required.

Stack'd may request inspection of the affected goods before finalising the resolution.

Return Authorisation

Goods must not be returned without prior written authorisation from Stack'd.

When a return is approved, Stack'd will provide:

• Return reference or authorisation details.
• Return destination.
• Packaging instructions where appropriate.
• Shipping requirements.
• Allocation of return freight responsibility.

Unapproved return shipments may be refused to the extent permitted by law.

Condition of Returned Goods

Approved returned merchandise must remain identifiable as the original goods supplied.

Where reasonably practicable, buyers must not:

• Relabel products.
• Repair or alter the affected merchandise.
• Mix returned goods with unrelated inventory.
• Dispose of relevant packaging or evidence.
• Resell disputed items before required inspection.

Stack'd may consider whether any changes materially affect its ability to verify the claim.

Return Shipping Costs

Where a return arises from a verified breach attributable to Stack'd, freight responsibility will be determined by the accepted commercial terms and applicable law.

Where Stack'd approves a discretionary return without any fault attributable to Stack'd, the buyer must be required to bear return freight, customs and related costs.

Order Cancellations

Cancellation requests must be submitted in writing.

Orders may be cancellable before sourcing, procurement, reservation or fulfilment activities begin, subject to Stack'd's written approval and the agreed order terms.

Once Stack'd has purchased, reserved, sorted, processed or packed merchandise for an accepted order, cancellation may be restricted.

For specially sourced merchandise, Stack'd may deduct documented, contractually recoverable and non-recoverable costs from any applicable cancellation refund.

Orders already dispatched cannot ordinarily be cancelled solely because the buyer has changed their mind.

Refund Processing

Approved refunds will generally be initiated within 10–15 business days after final approval and completion of any required inspection or return process.

Refunds will ordinarily be issued to the original payment method unless otherwise agreed.

The time taken for refunded funds to appear depends on the relevant bank or payment processor.

Chargebacks and Payment Disputes

Buyers are encouraged to contact Stack'd promptly before initiating a payment dispute.

Stack'd may provide order confirmations, payment records, grading evidence and delivery documentation when responding to a chargeback.

Nothing in this policy limits non-waivable statutory rights or applicable payment-network dispute rights.

14. Contact

Refunds and Claims: hello@superstackd.com Website: superstackd.com

Refund & exchange request form

Use this form if there is an issue with your order. Submitting it does not automatically guarantee a refund or exchange; every request is reviewed under this policy. Claims must reach us within 48 hours of confirmed delivery.

Return address

Approved returns must be sent by traceable delivery (courier or registered post) at the buyer's expense to:

What happens next?

1. Request received. We acknowledge your request.
2. Review. Our team reviews the order details and evidence.
3. Investigation. We may ask for more information.
4. Decision. We decide whether it qualifies for a refund, replacement, exchange or account credit.
5. Resolution. If approved, we confirm the resolution and next steps.