Platform Policies

Return policies for vendor merchandise are set at the discretion of each individual store owner, based on their existing store policies and agreements with vendors. Shelfly does not establish or enforce return policies between stores and vendors.

Before booking: Vendors are encouraged to contact the store directly through the "Contact Manager" feature to confirm the store's return policy and any specific expectations before completing a booking.

Shelfly's role: Shelfly is a marketplace platform that facilitates connections between stores and vendors. We are not a party to the individual agreements between stores and vendors regarding merchandise returns. Disputes regarding merchandise should be resolved directly between the store owner and vendor.

At the conclusion of the agreed rental period, vendors are responsible for collecting or arranging the pickup of any unsold merchandise from the store.

Default expectation: Unless otherwise agreed in writing between the vendor and store owner, unsold merchandise must be removed from the store premises by the end of the last day of the rental period. Merchandise should be picked up promptly and in a manner that does not disrupt the store's operations.

Custom arrangements: Vendors and store owners may agree on alternative arrangements — such as leaving merchandise for an additional period, donating unsold items, or transferring them to the store's inventory — provided such arrangements are agreed upon before or during the rental period and documented independently of Shelfly.

Uncollected merchandise: Shelfly is not responsible for merchandise that remains uncollected after the rental period. Store owners are not obligated to store uncollected merchandise beyond the rental period and may handle it at their discretion consistent with applicable law.

All payment processing on Shelfly is handled exclusively by Stripe, a leading global payment infrastructure provider. Stripe is certified as a PCI DSS Level 1 service provider — the highest level of certification available in the payments industry.

What this means for you: Your card number, CVV, and banking information never pass through Shelfly's servers. Payment data is entered directly into Stripe's secure card input (called Stripe Elements), transmitted directly to Stripe's servers over an encrypted connection, and tokenized before any processing occurs.

• •Shelfly never stores your full card number or banking details
• •Card authorizations and charges are processed entirely by Stripe
• •Store owner payouts are delivered via Stripe Connect directly to their bank account
• •Saved payment methods are stored securely with Stripe, not on Shelfly's servers

At booking, your payment method is authorized: funds are temporarily reserved, not charged. Authorization duration varies by card issuer and payment network and may expire before a store responds. If a hold expires, it can no longer be captured.

Before capture: If a booking is declined or cancelled before payment is captured, the authorization is released. Your bank may take additional time to remove the pending hold.

After capture: Cancellation after a charge has been captured does not automatically issue a refund. Refund requests and any applicable agreement should be discussed with the store; refunds are subject to the applicable terms and review.