Chargeback/Dispute Policy

1. Understanding Chargebacks & Our Policy At Sphere and Stem, we are dedicated to providing high-quality luxury lamps and exceptional customer service. If you experience any issues with your order, we kindly request that you contact us first at hello@sphereandstem.com before filing a chargeback. Our support team is always ready to assist with refunds, replacements, and effective solutions.

Chargebacks should be reserved for situations involving fraud or unauthorized transactions—not routine order disputes. Unnecessary chargebacks negatively impact businesses and can lead to penalties for the buyer from their bank or card issuer.

2. Dispute Resolution – How to Get Help Without Filing a Chargeback Before considering a chargeback, please review these common scenarios and recommended actions:

✔️ Order Has Not Arrived: Shipping delays can happen due to customs processing, peak shopping seasons, or carrier delays. Please review your provided tracking number and allow up to 25 days for delivery. If your order has not arrived within this timeframe, contact us, and we'll investigate immediately.

✔️ Received a Damaged or Incorrect Item: In case your item arrives damaged or you received the wrong product, please email clear photos to hello@sphereandstem.com. We'll promptly replace the item or issue a refund according to our refund policy.

✔️ Need to Return an Item: We offer straightforward returns within 30 days of delivery for eligible items. Please review our Return & Refund Policy for detailed return instructions.

✔️ Billing Concerns: If you suspect an overcharge or billing error, please contact us immediately at hello@sphereandstem.com. We're committed to resolving billing issues promptly.

Customer satisfaction is our priority, and we are confident that we can resolve most issues without needing a chargeback.

3. Fraudulent or Unjustified Chargebacks We treat chargeback fraud seriously. Sphere and Stem may take the following actions in response to chargebacks filed without a legitimate reason:

🚫 Customer Blacklisting: Sphere and Stem reserves the right to prohibit future purchases from customers who abuse the chargeback process.

📄 Providing Comprehensive Evidence: We'll submit detailed order records, tracking information, proof of delivery, and correspondence to dispute illegitimate chargebacks.

⚖️ Legal Recourse: False or fraudulent chargebacks constitute theft and fraud. Sphere and Stem reserves the right to pursue legal remedies via small claims court or other appropriate legal channels to recover lost funds and damages.

👎 Negative Impact on Financial Standing: Frequent or unwarranted chargebacks can result in banking restrictions or account closure by the customer's card issuer.

Customers filing excessive or unjustified chargebacks may be reported to fraud-monitoring databases, potentially affecting their ability to shop with other online retailers.

4. Chargeback Disputes & Resolution Process If a chargeback is initiated, Sphere and Stem will:

1️⃣ Pause Customer Support: Once a chargeback is filed, we must halt all support interactions related to that specific order, including refunds or replacements.

2️⃣ Submit Evidence: We will provide detailed evidence to the payment processor, including order history, shipping information, proof of delivery, and communication records.

3️⃣ Await Resolution: The payment provider may take 60-90 days to decide. If resolved in our favor, the charge will be reinstated on the buyer's card.

If you experience any problems with your order, please first reach out to hello@sphereandstem.com before resorting to a chargeback. We aim to address and resolve your concerns swiftly and fairly.

Final Note Thank you for trusting Sphere and Stem with your luxury lighting needs. Chargebacks are intended only for genuine fraud or unauthorized charges. We remain fully committed to delivering an exceptional shopping experience and resolving all issues amicably—please reach out to us first!

📩 For assistance, contact us at hello@sphereandstem.com