Refund and Returns Policy – Steakora Marketplace

Effective Date: September 1, 2025
Last Updated: September 1, 2025

1) Marketplace Role

Steakora.com (“Steakora,” “we,” “us”) is a marketplace. Independent ranches and merchants (“Sellers”) list products and fulfill orders directly. Sellers are the seller of record for their items and are responsible for returns, refunds, and customer service related to those items.

Important: Do not ship returns to Steakora. Returns are handled by the Seller and must follow the Seller’s instructions.

2) How to Get Help (Fastest Path)

Step 1 — Contact the Seller from your Order page (recommended).
Go to My Account → Orders → [Order #] → Contact Seller / Request a Refund.

  • Your message and any photos go straight to the Seller.
  • You’ll see the status of your request right on the Order page.

Step 2 — Work directly with the Seller.
The Seller will review, request any needed information, and—if approved—issue a refund, replacement, or credit according to their posted policy.

Step 3 — Escalate to Steakora only if needed.
If you don’t get a response within 2 business days or believe the Seller is not honoring their stated policy, contact [email protected] with your Order # and screenshots from the Order page. We’ll nudge the Seller and may step in as a neutral facilitator.

Note: Steakora is not the seller of record and does not issue refunds directly, except in limited cases (e.g., Seller non-response) or where required by law.

3) Perishable Food (Meat & Temperature-Sensitive Items)

  • No physical returns of perishable food.
  • For damaged, spoiled/unsafe, or materially incorrect items, contact the Seller from your Order page within the following windows (based on the carrier’s delivery timestamp):
    • Temperature/spoilage: within 24 hours
    • Damaged/incorrect/missing: within 48 hours
  • Photos required (outer box with label, packaging/insulation, gel packs/dry ice, affected items; thermometer photo if available).
  • Items may arrive partially thawed and still be safe. If the product is cold to the touch (≤ 40°F / 4°C) or has ice crystals, it’s generally safe to refrigerate/refreeze. If you believe an item is unsafe, do not consume it—contact the Seller immediately.

4) Non-Perishable Merchandise (Gear, Apparel, Accessories)

  • Returns, exchanges, and refunds are governed by the Seller’s policy (e.g., return window, condition, restocking fees).
  • Most Sellers require items to be unused, in original packaging, and may provide a prepaid label for Seller error/defects.
  • Change-of-mind returns may require you to cover return shipping, depending on the Seller’s terms.

5) Delivery Issues & Risk of Loss

  • Address accuracy: You’re responsible for entering a deliverable address. Loss due to incorrect/incomplete addresses isn’t refundable.
  • Carrier delays (weather/peak): Delays outside the Seller’s control aren’t refundable unless the product arrives spoiled or unusable (see Perishables).
  • After delivery (porch theft): Once marked Delivered, theft is outside the Seller’s control. Consider signature-required shipping where offered.
  • Missed delivery/pickup: If a package is returned/spoils due to missed pickup, refunds are typically not available.

6) Cancellations & Order Changes

  • Before fulfillment: Request changes/cancellation from your Order page. If the Seller didn’t start processing, they can usually cancel.
  • After fulfillment starts or shipped: Cancellation isn’t guaranteed—follow the return/claim steps as applicable.

7) Refund Method & Timing (Stripe)

  • Approved refunds are issued by the Seller via Stripe to your original payment method, or as a store credit if the Seller offers that option.
  • Once processed, banks typically post Stripe refunds in 5–10 business days (varies by bank).
  • Shipping fees are generally non-refundable unless due to Seller error or a verified quality issue.
  • If you used a discount code and return part of the order, the discount may be recalculated.

8) What’s Not Eligible (Common Cases)

  • Opened or partially consumed perishable food, unless the claim concerns damage/spoilage on arrival and required photos/time windows are met.
  • Final-sale/clearance items marked non-returnable.
  • Digital products & gift cards (non-refundable, except as required by law).
  • Unauthorized returns (no RMA or sent to the wrong address).
  • Items showing excessive wear/missing parts (for non-perishables), per the Seller’s policy.

9) Seller Policies Control

Each Seller may post their own policy (e.g., longer windows, free returns). The Seller’s posted policy controls for that Seller’s items. If a Seller’s policy is more generous than this page, the more generous policy applies.

10) Disputes & Chargebacks

Please work with the Seller (and escalate to Steakora if needed) before filing a bank dispute. Chargebacks opened without prior contact can delay resolution and may be denied if carrier records and evidence conflict with the claim.

11) Updates

We may update this policy to reflect marketplace or legal changes. Updates apply to orders placed after the Last Updated date unless otherwise required by law.

12) Contacts

Mailing Address: 1005 N. Marion Street, Tampa, FL 33602, USA

Start with your Order page: My Account → Orders → [Order #] → Contact Seller / Request a Refund

No Seller response? Email [email protected] (include Order # and screenshots from the Order page)