Formula
Returns and Refunds
Last updated: 19 April 2026
Formula routes and assists with research-oriented purchases across third-party merchants. Because fulfillment happens through those merchants, return, refund, and cancellation outcomes often depend on the merchant’s own policies, the order state, the shipment state, and any applicable law.
This page explains the operational framework Formula uses when a user wants to cancel a flow, dispute an order outcome, or understand whether a refund path exists.
1. Before checkout confirmation
If a cart has not yet been confirmed into an order workflow, the user can generally stop or change the flow without needing a merchant-side return process.
2. After order routing begins
Once Formula has routed an order into a merchant-specific checkout or background execution workflow, cancellation may become merchant-dependent. A paused or pending order is not automatically cancelable simply because it has not yet been delivered.
3. Merchant-controlled returns and refunds
Most return, refund, rejection, restocking, and reshipment decisions are controlled by the merchant that accepted or attempted to accept the order. Formula can help surface state and coordinate the workflow, but Formula does not control the merchant’s decision.
4. Damaged, incorrect, or incomplete orders
If the wrong item arrives, a shipment is incomplete, or the package appears damaged, users should preserve all shipping and packaging evidence and raise the issue promptly. Formula support should be used to route the issue correctly, but merchant evidence requirements may still determine the outcome.
5. Chargebacks and payment disputes
Users should not default to a payment dispute as the first remedy where an order issue can be addressed through the merchant or Formula workflow. Improper reversals can interrupt recovery, complicate merchant resolution, and trigger account restrictions under the Terms of Service.