Returns & Refunds Policy

Effective Date: [September 08, 2026] Last Updated: [September 08, 2026]

1. Cluster's Role in Transactions

Cluster LLC, doing business as Cluster ("Cluster," "we," "us," or "our"), operates as a marketing, sourcing, and support layer connecting U.S. buyers with Indian supplier brands. Cluster is not the seller, manufacturer, importer of record, or exporter of any product introduced, listed, or facilitated through our platform.

Any purchase made through the Services is a transaction between the buyer and the applicable supplier ("Supplier"), governed by the Supplier's own product listings, terms of sale, and — where applicable — a separate agreement between the parties. Cluster's role is limited to facilitating the introduction, supporting the transaction, and, where Cluster's checkout is used, processing payment through Shopify and/or Stripe on the Supplier's behalf.

Because Cluster does not manufacture, hold, ship, or take title to the products sold, returns, refunds, exchanges, and related remedies are ultimately governed by the Supplier's own return and refund policy, which will be made available at or before checkout. This Returns & Refunds Policy describes how Cluster supports that process and what Cluster does and does not take responsibility for.

2. How Returns and Refunds Work

• Initiating a request. Buyers should submit return, refund, or exchange requests through Cluster's support channel at support@theclusterhub.com, or directly to the Supplier if the Supplier's listing specifies a separate contact. Cluster will route the request to the relevant Supplier and support communication between the parties.
• Supplier review. The Supplier is responsible for reviewing the request against its own stated return window, condition requirements, and eligibility criteria, and for approving or denying the request.
• Eligibility varies by Supplier. Because Suppliers may sell different categories of food, FMCG, and packaged goods — some of which are perishable, temperature-sensitive, or subject to health and safety regulations — return eligibility, timeframes, and conditions may vary by product and Supplier. Perishable and consumable goods may not be eligible for return once shipped, except where required by law or the Supplier's own policy.
• Refund processing. Where a refund is approved, and where payment was collected through Cluster's Shopify and/or Stripe checkout, Cluster will process the refund to the buyer's original payment method on the Supplier's instruction. Refunds typically appear within 5–10 business days, depending on the buyer's bank or card issuer. Where payment was made directly to the Supplier outside Cluster's checkout, the refund is issued by the Supplier directly.
• Shipping costs. Unless otherwise stated by the Supplier or required by law, original and return shipping costs are the responsibility of the buyer, except where the return is due to a defective, damaged, or misdescribed product.

3. Damaged, Defective, or Misdescribed Items

If an item arrives damaged, defective, or materially different from its listing, the buyer should notify Cluster at support@theclusterhub.com within [X] days of delivery, with photos or other supporting documentation where possible. Cluster will coordinate with the Supplier to seek a resolution, which may include a replacement, repair, partial refund, or full refund at the Supplier's discretion and in accordance with the Supplier's policy and applicable law.

4. Order Cancellations

Requests to cancel an order should be submitted as soon as possible after purchase. Cancellation is only possible if the Supplier has not yet processed, packed, or shipped the order. Once an order has shipped, it is treated as a return request under Section 2, not a cancellation.

5. Disputes Between Buyers and Suppliers

Cluster is not a party to the underlying sale and does not guarantee that any return, refund, or exchange request will be resolved to a buyer's satisfaction. If a buyer and Supplier cannot resolve a dispute directly, Cluster may, at its discretion, assist in facilitating a resolution but is not obligated to mediate, arbitrate, issue a refund itself, or guarantee any particular outcome. Cluster reserves the right to suspend or remove a Supplier from the platform for repeated, unresolved, or bad-faith disputes.

6. Limitation of Cluster's Responsibility

Because Cluster does not manufacture, inspect, package, or ship products, Cluster is not responsible for:

• Product quality, safety, spoilage, or compliance with U.S. food, labeling, or import regulations;
• Delays, loss, or damage occurring during shipping or customs clearance;
• A Supplier's failure to honor an approved return or refund; or
• Any indirect, incidental, or consequential loss arising from a transaction between a buyer and a Supplier.

This section should be read together with, and does not limit, the disclaimers and limitation-of-liability provisions in Cluster's Terms of Service.

7. Contact Us

For questions about a return, refund, or order, contact:

Cluster LLC d/b/a Cluster Oklahoma City, Oklahoma, United States Email: support@theclusterhub.com Website: https://theclusterhub.com/