Return & Refund Policy

Generally, all items sold on Our Town Marketplace are non-returnable, although Sellers may allow returns which will only be the amount received by the Seller and does not include donations to Causes, fees paid to Our Town (which includes service fees associated with the platform), and payment processing fees. Although Our Town is not directly involved in a transaction between a buyer and a Seller, we will intervene in the unlikely event that your order does not go as expected and you are unable to reach a resolution with the Seller. If you experience an order issue, the first thing you must do is contact the Seller via the Our Town Marketplace. Sellers should be given 48 hours to try to resolve the issue. After this period, you can contact Our Town at info@ourtown.store to alert Our Town of an unresolved order issue in the event of non-delivery, damage, or if an item you receive is not as described in the listing. We will then contact the Seller to help resolve the issue.

If Our Town determines that the above issue is not resolved adequately, the Seller will be required to refund the order in the amount listed above, including original shipping and return shipping. Depending on the case specifics, and whether a return is requested, Our Town may refund the return shipping cost in the form of an Our Town Credit.

Some exclusions apply and are subject to review by Our Town's case management team, in its sole discretion. Eligible Buyers must have a registered account on Our Town in good standing. Abuse of this program could result in program exclusion at Our Town's discretion.

Certain items are not allowed to be returned for any reason. These items include, but are not limited to, programmable items, food items, software, hazardous items, and some health and personal care items.

Requesting a Cancellation

Only Sellers may cancel transactions. Buyers may request that a Seller cancel an order via the Our Town Marketplace. All cancellations must comply with our Anti-Discrimination Policy.