Creator Product Refund FAQs
These FAQs explain how refunds are handled on Superhive from the Creator side. To see the Superhive Refund Policy in full, visit the Product Refund Policy page.
How long do customers have to request a refund?
Customers can request a refund within 30 days of purchase. After 30 days, refunds cannot be issued.
Customers can request a refund within 30 days of purchase. After 30 days, refunds cannot be issued.
When are customers eligible for refunds?
Refunds may be issued in the case of:
Refunds may be issued in the case of:
- Accidental purchases (must be a genuine mistake; bulk orders and downloaded items do not qualify)
- Misrepresented products (listing does not match the actual product)
- Malfunctioning products (bugs, errors, or broken functionality)
- When are customers not eligible for refunds?
Refunds should not be issued if:
- the customer doesn’t know how to use the product
- the product went on sale after they purchased it
- they downloaded the product and later claim it was an accident
- they purchased in bulk and want to return only part of the order
Do customers need to contact me before requesting a refund?
Yes. Customers are required to contact you first.
If they contact Support without doing so, they will be redirected to you.
Yes. Customers are required to contact you first.
If they contact Support without doing so, they will be redirected to you.
There are exceptions to the above rule when we will process a refund without the customer being required to contact you:
- Accidental Purchase (confirmed no files have been downloaded)
- True Duplicate Purchase - the customer purchased the same product and variant, and the most recent purchase occurred within the last 30 days
What if I can’t reach an agreement with a customer?
If discussions stall or you disagree about whether a refund should be issued, escalate the matter to an Admin for review.
If discussions stall or you disagree about whether a refund should be issued, escalate the matter to an Admin for review.
Can I dispute a refund request?
Yes. You can escalate any questionable or inappropriate refund request to an Admin.
Yes. You can escalate any questionable or inappropriate refund request to an Admin.
Can a customer dispute my refusal to issue a refund?
Yes. Customers may also escalate to the Superhive team. Admins will review both sides and make a final decision.
Yes. Customers may also escalate to the Superhive team. Admins will review both sides and make a final decision.
How do refunds affect my revenue?
When a refund is issued:
When a refund is issued:
- The full purchase amount is returned to the customer.
- The refunded amount appears as Revoked earnings in your Creator earnings report