That's fair to say it's standard, but then I'd say the standard is fantastic.
Not long ago I ordered 4 pair of sunglasses from a small outfit online. Only 2 arrived. Support took a few days to get back to me, then asking for pics of what I got, the box, etc. I don't think that was unfair of them to ask and I provided all that, but it's a stark contrast to 'yeah here's your money back' in 5 minutes, no questions asked.
I once had a seller (site was ran on BigCommerce or something) accuse me of lying about a defective item, and threatening to publish my name and full address on the website as a 'fraudster' unless I took down the 1 star review that I left on Trustpilot.
The matter was resolved with a refund when I forwarded the email threat they sent me to a couple relevant blogs/reviewers.
Not long ago I ordered 4 pair of sunglasses from a small outfit online. Only 2 arrived. Support took a few days to get back to me, then asking for pics of what I got, the box, etc. I don't think that was unfair of them to ask and I provided all that, but it's a stark contrast to 'yeah here's your money back' in 5 minutes, no questions asked.