> For the complete documentation index, see [llms.txt](https://help.palmstreet.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.palmstreet.app/guidelines-and-policies/transactions/restocking-fee.md).

# Restocking Fee

When canceling or returning an order, the refund amount may be slightly lower than the original total. This may be due to a **restocking fee**, which is set by the seller and automatically deducted during the refund process.

#### What Is a Restocking Fee?

A **restocking fee** is a charge some sellers may apply when a buyer cancels an order for personal reasons, such as changing their mind or placing an incorrect order. This fee helps support sellers who manage live or time-sensitive inventory, where cancellations can lead to material loss or increased operational complexity.

When enabled, the restocking fee:

* Is clearly displayed on the product listing and during the cancellation process
* Ranges between **5% - 15%**, as determined by the seller 
* Is automatically deducted from the buyer’s refund at the time of cancellation

Not all sellers use this feature. If no restocking fee is shown under seller’s **Shop Guidelines**, the item is not subject to one.

#### How to Check If a Restocking Fee Applies

To find out whether a restocking fee applies to a specific item, check:

1. **Seller Profile** – under **Shop Guidelines** in the **Return & Cancellation Policy** section
2. **LIVE Show Page** – under **Shipping & Policies**
3. **Product Listing Page** – under the **Returns and Exchanges** section

When enabled, buyers will see:

> "Cancellations will result in a X% restocking fee."

<figure><img src="https://2318597655-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfX5kwAozsDkn9XG4qEC3%2Fuploads%2FxoB7OowMc2bcfyxbldQt%2F1.avif?alt=media&amp;token=2ee4538e-b302-4d0d-8153-0eb5331d604e" alt=""><figcaption></figcaption></figure>

#### How We Process Refunds

When you place an order, you might use a combination of:

* **Credit/Debit card or other cash payment**
* **Palmstreet credits**
* **Coupons**

If your order is canceled or returned, refund will be issued in the **reverse order** of how the payment was applied:

> 1. Coupons → 2. Palmstreet Credits → 3. Cash (e.g., Credit Card)

#### How Restocking Fees Affect Refunds

If a restocking fee applies to an order cancellation, it will be **deducted from the total refund amount**. The remaining balance is refunded according to the original payment method, in the following order:

1. **Coupons** – not refundable
2. **Palmstreet credits** – refunded to the buyer’s account credit balance
3. **Card or cash payments** – refunded to the buyer’s original payment method

#### Example Refund Breakdown

For an order totaling **$107.21** (subtotal **$100** + tax **$7.21**), paid with:

* $7 in coupons
* $3 in Palmstreet credits
* $97.21 on a credit card

If a **10% restocking fee** of **$10.23** is applied, the refund would be issued as follows:

* **$7** in coupons: **Not refunded**
* **$3** refunded to the Palmstreet credit balance
* **$93.98** refunded to the credit card
* **Total refund issued**: **$96.98**

#### Where can I view the Refund Breakdown

The full refund summary can be found on the **Order Cancellation Summary** screen. It includes:

* The original order total
* Any applied restocking fee
* A breakdown of how the refund was distributed across payment methods

<figure><img src="https://2318597655-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfX5kwAozsDkn9XG4qEC3%2Fuploads%2FEBCCVyKiTUCjeV5fAr2Q%2FScreenshot%202025-07-31%20at%2010.41.02%E2%80%AFAM.png?alt=media&amp;token=14fae094-6275-4f07-8ca2-c8ea218daf8a" alt=""><figcaption></figcaption></figure>

FAQ

#### **Why do some sellers charge a restocking fee while others don’t?**

Only sellers in the **reptile category** are currently eligible to charge restocking fees. This feature is **optional** and must be enabled by the seller in their shop settings.

#### **Why does the fee amount vary from seller to seller?**

Sellers who enable restocking fees can set their own rate within a **5%–15% range**. Sellers may choose within this range based on their shop guidelines.

#### **When can I request a cancellation?**

Order cancellations are only available if the seller has enabled the **restocking fee** option. You can request a cancellation **before the seller ships the item**, \*\*\*\*that is, before a tracking number is added. To cancel an order:

1. Go to your **Order Detail** page
2. Tap **“Get help with this order”**
3. Select **“I want to cancel my order”**
4. Choose a reason for cancellation (buyer-related or seller-related)

Once the order has been shipped, it can no longer be canceled. The cancellation button will be disabled, and this message will appear: **“Your order is already on its way and can no longer be canceled.”**

#### **What happens if the seller rejects my cancellation request?**

If the seller declines the request:

* You'll see their **reason for rejection**
* Your order status will return to “**Paid”** and the seller is still expected to fulfill it

While you won’t be able to submit another cancellation request for the same order, you can still contact **Customer Support** via “Get Help with This Order” for further assistance.

**Still need help?**

If your question wasn’t answered here, our Support team is always happy to help. You can also browse the [Help Center](https://help.palmstreet.app/) for more resources and commonly asked questions.