REFUND AND DISPUTE POLICY

 

⭐ 1. General Refund Policy

Refunds on EggBay are decided on a case-by-case basis.
EggBay reviews all evidence from both buyer and seller before making a final determination.

EggBay’s decision is final and binding for both parties.

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Refunds are issued based on seller responsibility, not biological outcomes, shipping carrier delays, or buyer error.

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Refunds may be issued in the following situations:

• The item arrived damaged due to poor or inadequate packaging

• The seller shipped the wrong item

• The seller did not ship the item

• The seller misrepresented the item in the listing

• The seller refuses to communicate with EggBay or the buyer

• The seller violated EggBay’s policies or shipping standards

Refunds are not issued for situations outside the seller’s control or for items that have natural variability.

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Payment processing fees charged by Wix Payments (currently 2.9% + $0.30 per transaction) are non-refundable and will not be returned in the event of a refund or dispute.

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⭐ 2. Items That Are Not Eligible for Refund

The following items are non-refundable, regardless of circumstance:

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​Hatching Eggs

Due to natural risks in transport and incubation:

• Hatch rates

• Fertility or infertility

• Early embryo loss

• Late-term hatch failure

• Eggs that fail to develop

• Incubator or buyer error

EggBay may issue refunds for hatching eggs only if:

• Eggs were packaged improperly

• Seller knowingly misrepresented breed, quantity, or quality

Refunds are issued only when seller fault is clearly demonstrated and supported by evidence. Biological variability and incubation outcomes are not considered seller fault.

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​Live Birds

Refunds are not issued for:

• Hatch rates

• Post-pickup health issues

• Behavioral issues

• Buyer remorse or change of mind

• Mortality after buyer takes custody

DOA (dead on arrival) policies vary by seller.
Buyers must read the seller’s listing for specific guarantees.

 

​Perishable Items

Feed, supplements, botanical items, and consumables are non-returnable.

 

​Handmade & Custom Items

Handcrafted, made-to-order, and custom goods are non-refundable unless damaged or incorrect.

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⭐ 3. Buyer Responsibilities

Buyers must:

• Inspect items immediately upon arrival

• Report any damage within 48 hours of delivery

• Provide clear photo and/or video evidence

• Keep all packaging for inspection

• Read seller descriptions carefully

• Understand that hatching egg outcomes cannot be guaranteed

Failure to provide required evidence may result in denial of refund.

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⭐ 4. Seller Responsibilities

Sellers must:

• Package items securely and appropriately

• Ship orders within the timeframe stated

• Provide accurate and honest product descriptions

• Provide tracking information when available

• Communicate promptly with buyers and EggBay

• Follow EggBay’s shipping, packaging, and species rules

Sellers who fail to follow these standards may be held responsible for refunds or removed from EggBay.

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⭐ 5. How to Open a Dispute

If you received a damaged or incorrect item:

Step 1 — Log into your EggBay account

Go to your order history and select “Report a Problem.”

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Step 2 — Submit evidence

Upload:

• Photos of damage

• Photos of packaging

• Photos of the shipping label

• Description of the issue

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Step 3 — Seller response

The seller has 48 hours to respond.

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Step 4 — EggBay review

EggBay reviews the evidence from both parties and makes the final decision within 3–5 business days.

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Step 5 — Resolution

Possible outcomes include:

• Full refund

• Partial refund

• Replacement (if seller offers it)

• Denial of the refund request

EggBay’s final ruling is binding.

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⭐ 6. Chargebacks

A chargeback occurs when a buyer disputes a transaction directly with their bank or card issuer. Because EggBay processes payments through Wix Payments, EggBay is responsible for responding to chargebacks on the platform.
Because EggBay is the platform but not the physical seller:

• Sellers may be financially responsible for chargebacks caused by seller fault, including inadequate packaging, misrepresentation, or failure to ship

• EggBay reserves the right to recover refunded amounts, chargeback fees, and related costs from seller payouts

• Sellers/Buyers involved in repeated chargebacks may be suspended or removed

• If a seller followed EggBay’s policies, shipped correctly, and provided proper documentation, EggBay will support the seller in disputing the chargeback

Payment processing fees charged by Wix Payments (currently 2.9% + $0.30 per transaction) are non-refundable and will not be returned in the event of a refund or dispute.

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⭐ 7. Local Pickup Orders

For local pickup transactions:

• The sale is considered final once the buyer receives the item

• Refunds are not issued after exchange

• Buyers are responsible for inspecting the item at pickup

• Sellers must verify the buyer’s identity and complete the handoff properly

EggBay does not mediate disputes after successful pickup.

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⭐ 8. Payout Hold Period

Seller payouts are subject to a temporary hold period of 7–14 days after delivery confirmation.

This hold period allows EggBay to:

• Confirm successful delivery

• Review disputes or refund requests

• Address shipping or packaging issues

Most payouts are processed within 7 days, but holds may be extended in cases involving shipping delays, disputes, chargebacks, or policy reviews.

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⭐ . EggBay’s Final Authority

EggBay reserves the right to:

• Make the final decision in all refunds and disputes

• Remove sellers who violate marketplace policies

• Deny refund requests lacking evidence

• Override seller policies when necessary to protect buyers

• Override buyer requests when seller is not at fault

All users agree to accept EggBay’s final resolution.

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⭐ . Policy Updates

EggBay may update this policy at any time.
By continuing to use the platform, users agree to the most current version.