Returns & Refunds Policy

Effective Date: [September 08, 2026] Last Updated: [September 07, 2026]

PLEASE READ THIS POLICY CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS AND LIMITS CLUSTER'S LIABILITY TO YOU. BY PLACING AN ORDER THROUGH THE SERVICES, YOU AGREE TO THE TERMS BELOW.

1. Cluster's Role in Transactions

Cluster LLC, doing business as Cluster ("Cluster," "we," "us," or "our"), operates solely as a marketing, sourcing, and support layer connecting U.S. buyers with independent Indian supplier brands ("Suppliers"). Cluster is not the seller, manufacturer, importer of record, exporter, distributor, or owner of any product introduced, listed, marketed, or facilitated through the Services, and Cluster never takes title to, possession of, or physical custody of any product at any point.

Every purchase made through the Services is a transaction solely between the buyer and the applicable Supplier, governed by that Supplier's own product listings, specifications, and terms of sale. Cluster's involvement is limited to: (a) facilitating the commercial introduction between buyer and Supplier; (b) providing administrative and communications support; and (c) where Cluster's checkout is used, routing payment through Shopify and/or Stripe as a payment facilitator on the Supplier's behalf. Cluster's facilitation of a transaction does not make Cluster a guarantor, warrantor, co-seller, or party to the underlying sale of goods, and nothing in this Policy or on the Services should be construed as creating such a relationship.

Because Cluster does not manufacture, inspect, formulate, package, store, ship, or take title to any product, all returns, refunds, exchanges, and related remedies are governed by the Supplier's own return and refund policy, made available at or before checkout, and by applicable law. This Policy describes the process Cluster supports and the outer limits of Cluster's own responsibility — it does not create any additional obligation, warranty, or guarantee on Cluster's part beyond what is expressly stated here.

2. How Returns and Refunds Work

• Initiating a request. Buyers must submit return, refund, or exchange requests in writing to support@theclusterhub.com within the timeframe stated in Section 3, including the order number, a description of the issue, and photographic evidence where applicable. Requests lacking sufficient documentation may be declined. Cluster will route timely, properly documented requests to the relevant Supplier.
• Supplier decision is final. The Supplier has sole discretion to approve, partially approve, or deny any return, refund, or exchange request based on its own policy, product condition, and eligibility criteria. Cluster does not have authority to override a Supplier's decision and does not independently guarantee any outcome.
• Final-sale categories. Perishable goods, temperature-sensitive goods, opened or used consumables, and any item marked "final sale" are not eligible for return except where required by law or expressly permitted by the Supplier. Buyers assume the risk of ordering perishable or consumable goods that cannot be returned once shipped.
• Refund processing and timing. Where a refund is approved by the Supplier and payment was collected through Cluster's Shopify and/or Stripe checkout, Cluster will process the refund to the buyer's original payment method upon the Supplier's written instruction, typically within 5–10 business days of that instruction. Cluster is not responsible for delays caused by the buyer's bank, card issuer, or the payment processor. Where payment was made directly to a Supplier outside Cluster's checkout, the refund obligation rests entirely with the Supplier, and Cluster bears no responsibility for that refund.
• Shipping and handling costs. Unless otherwise required by law, all original and return shipping, customs, duties, and handling costs are the buyer's responsibility, including where a return is later denied or found ineligible. Cluster does not reimburse shipping costs under any circumstance.
• Restocking and processing fees. Suppliers may deduct reasonable restocking or processing fees from an approved refund, as disclosed in their own policy.

3. Damaged, Defective, or Misdescribed Items — Strict Notice Requirement

Claims for items that arrive damaged, defective, or materially different from their listing must be submitted to support@theclusterhub.com within 5 days of delivery, accompanied by photographs, order confirmation, and any other documentation reasonably requested. Claims submitted after this window are permanently waived and will not be honored, except where a shorter or longer period is required by applicable law.

Upon a timely, substantiated claim, Cluster will forward the claim to the Supplier for resolution, which may include replacement, repair, partial refund, or full refund at the Supplier's sole discretion. Submitting a claim to Cluster does not entitle the buyer to a refund from Cluster directly, and Cluster makes no representation as to how any claim will ultimately be resolved.

4. Order Cancellations

Cancellation requests must be submitted immediately after purchase and are honored only if the Supplier confirms the order has not yet been processed, packed, or shipped. Cluster does not guarantee any cancellation will be accepted, as fulfillment timing is controlled entirely by the Supplier. Once an order has shipped, any cancellation request is treated exclusively as a return request under Sections 2–3, and this Section 4 no longer applies.

5. Chargebacks and Payment Disputes

Buyers agree to contact Cluster at support@theclusterhub.com to resolve any billing concern before initiating a chargeback, dispute, or reversal with their bank or card issuer. Filing a chargeback without first attempting resolution through Cluster may be treated as a breach of these terms.

If a buyer files a chargeback or payment dispute for an order that was fulfilled in accordance with the Supplier's listing and this Policy, Cluster reserves the right to: (a) contest the chargeback with supporting evidence; (b) recover any resulting losses, fees, or penalties from the buyer; and (c) suspend or permanently deny the buyer's access to the Services. Cluster is not liable for any chargeback fees, penalties, or losses incurred as a result of a buyer-initiated dispute.

6. Fraud, Abuse, and Right to Refuse

Cluster reserves the right, in its sole discretion and without liability, to refuse, limit, or reverse any return, refund, exchange, or order — including for suspected fraud, abuse of this Policy, excessive return activity, or any indication that a claim is not made in good faith. Cluster may request additional verification before processing any request and may deny a request that cannot be adequately verified.

7. Disputes Between Buyers and Suppliers

Cluster is not a party to, and assumes no liability for, the underlying sale of goods between a buyer and a Supplier. Cluster does not guarantee that any return, refund, or exchange request will be resolved, resolved favorably, or resolved within any particular timeframe. Cluster may, at its sole discretion and without obligation, assist in facilitating communication between the parties, but is under no duty to mediate, arbitrate, advance funds, issue a refund on a Supplier's behalf absent the Supplier's instruction, or guarantee any outcome. Cluster reserves the right to suspend or remove a Supplier from the Services for repeated, unresolved, or bad-faith disputes, but doing so creates no liability on Cluster's part to any buyer.

8. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CLUSTER MAKES NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, REGARDING ANY PRODUCT LISTED, MARKETED, OR SOLD THROUGH THE SERVICES, including any implied warranty of merchantability, fitness for a particular purpose, title, non-infringement, or compliance with any food safety, labeling, or import regulation. All such warranties, to the extent they exist, are made solely by the Supplier. Products are provided "AS IS" and "AS AVAILABLE" as between the buyer and Cluster.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CLUSTER'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO ANY ORDER, RETURN, REFUND, OR TRANSACTION FACILITATED THROUGH THE SERVICES SHALL NOT EXCEED THE LESSER OF (A) THE AMOUNT OF FEES CLUSTER ITSELF RETAINED FROM THE RELEVANT TRANSACTION, OR (B) ONE HUNDRED U.S. DOLLARS ($100). IN NO EVENT WILL CLUSTER BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING LOST PROFITS, LOST BUSINESS, OR PRODUCT SPOILAGE, EVEN IF CLUSTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. This limitation applies regardless of the legal theory asserted and is a fundamental basis of the bargain between the buyer and Cluster.

Because Cluster does not manufacture, inspect, package, or ship products, Cluster bears no responsibility for: product quality, safety, spoilage, or regulatory compliance; shipping, customs, or delivery delays, loss, or damage; a Supplier's failure to honor an approved return or refund; or any loss arising from a transaction between a buyer and a Supplier. This section does not limit, and should be read together with, the broader disclaimers and limitation-of-liability provisions in Cluster's Terms of Service.

10. Indemnification

The buyer agrees to indemnify, defend, and hold harmless Cluster, its officers, employees, and agents from and against any claim, loss, liability, or expense (including reasonable attorneys' fees) arising from or related to: (a) the buyer's breach of this Policy; (b) any chargeback or payment dispute filed in violation of Section 5; or (c) the buyer's misuse of the return or refund process.

11. Governing Law

This Policy is governed by the laws of the State of Oklahoma, without regard to its conflict-of-law principles, without prejudice to any binding dispute-resolution or governing-law provision in Cluster's Terms of Service, which controls to the extent of any conflict.

12. 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/