Returns, Refunds and Cancellation
Effective Date: [Effective Date]
Last Updated: [Last Updated Date]
Marketplace Operator: [Full Legal Name of Daivavarna Operating Entity]
Business Address: [Business Address]
Contact: [Customer Support Email]
About This Policy
This Returns, Refunds and Cancellation Policy explains the rules that apply when a Customer wishes to cancel an Order or booking, return a Product, request a refund, report a damaged, defective, unsafe, counterfeit, incorrect, materially misdescribed, or missing Product, or raise a problem concerning a Service, Class, Accommodation, Event, or other transaction made through Daivavarna.
Daivavarna is a multi-vendor Marketplace. Except where expressly stated otherwise, Products and Services are offered by independent Vendors, Service Providers, practitioners, Teachers, Hosts, Event Organizers, and other approved Marketplace participants. Vendors remain responsible for satisfying their obligations concerning Products and Services they provide.
At the same time, Daivavarna establishes Marketplace-wide minimum standards intended to create a consistent and trustworthy Customer experience. A Vendor may offer a return or cancellation policy more favorable to the Customer than the minimum Daivavarna requirements, but a Vendor may not impose terms that provide less protection than this Policy, applicable Supplemental Category Terms, or Applicable Law.
Nothing in this Policy limits a Customer right or remedy that cannot lawfully be waived.
1. SCOPE OF THIS POLICY
1.1 Transactions Covered
This Policy applies to qualifying purchases, Orders, bookings, Classes, Services, Accommodations, Events, and other transactions made through the Daivavarna Marketplace.
Different rules may apply according to the type of Product or Service involved.
1.2 Daivavarna-Processed Transactions
Where Customer payment was processed through Daivavarna or an authorized Daivavarna payment provider, Daivavarna may be able to issue, facilitate, deduct, or otherwise process refunds in accordance with this Policy.
1.3 Direct-Payment Transactions
Where Daivavarna permits the Customer to pay a Vendor, Service Provider, Host, Organizer, Teacher, practitioner, or other Provider directly outside Daivavarna’s payment system, Daivavarna generally cannot directly retrieve or reverse the external payment.
The Provider remains responsible for satisfying valid refund obligations. Daivavarna may nevertheless receive complaints, review evidence, facilitate communication, require corrective action, restrict Listings, suspend Marketplace privileges, or take other appropriate enforcement measures.
1.4 Category-Specific Rules
Supplemental Category Terms may establish additional or different rules appropriate to a particular category.
Where a category-specific provision properly addresses the particular Product or Service, the more specific rule shall ordinarily govern, subject to Applicable Law.
2. MARKETPLACE RETURN STANDARDS
2.1 Standardized Return Options
Where discretionary returns are appropriate for the Product category, Daivavarna may permit Vendors to select only from Marketplace-approved return periods.
Approved options may include:
30-Day Returns
14-Day Returns
7-Day Returns
Non-Returnable, but only for Products or categories eligible for such treatment under this Policy and Applicable Law.
The final return options offered within the Vendor dashboard may vary by category.
2.2 Vendor May Offer More Generous Terms
A Vendor may provide a longer return period or otherwise offer Customer protections more generous than the applicable Daivavarna minimum where permitted by the Marketplace.
2.3 Vendor May Not Reduce Mandatory Protection
A Vendor may not use private Listing terms, store policies, messages, invoices, packaging, or other statements to reduce Customer rights provided by Daivavarna or Applicable Law.
2.4 Return Period Start
Unless otherwise stated for a particular category or required by Applicable Law, a discretionary Product return period ordinarily begins on the date the Product is delivered to the Customer.
2.5 Return Request
A Customer seeking a return should submit the request through the applicable Daivavarna Order, account, support, or communication channel within the applicable return period.
3. SEVEN-DAY INITIAL MARKETPLACE PROTECTION PERIOD
3.1 Separate From the Return Period
For qualifying physical Product transactions, Daivavarna may apply a seven-day Initial Marketplace Protection Period beginning after confirmed delivery.
This protection period is primarily relevant to Vendor fund release and early Customer problem reporting.
It is not necessarily the Customer’s complete return period.
3.2 Example
A Product may have a thirty-day return policy while Vendor proceeds become ordinarily eligible for withdrawal after delivery plus the seven-day Initial Marketplace Protection Period.
The thirty-day return right does not become a seven-day return right merely because Vendor funds become eligible after seven days.
3.3 Problems Reported During Initial Protection Period
Customers are strongly encouraged to promptly report obvious problems such as substantial shipping damage, an incorrect Product, missing contents, suspected counterfeit goods, serious defects, or significant Listing discrepancies.
Where such a problem is timely reported, Daivavarna may hold affected Vendor proceeds while the matter is reviewed.
3.4 Later Claims
Expiration of the Initial Marketplace Protection Period does not eliminate longer return periods, warranty rights, recall rights, chargeback rights, statutory remedies, or other valid claims available under this Policy or Applicable Law.
4. CHANGE-OF-MIND RETURNS
4.1 Eligible Products
Where the applicable Listing permits discretionary returns, a Customer may return an eligible Product within the stated return period even if the Product is not defective, subject to this Policy.
4.2 Condition of Returned Product
Unless otherwise required by Applicable Law, a Product returned solely because the Customer changed their mind should ordinarily be returned substantially in the condition in which it was received.
Reasonable inspection of the Product does not necessarily make the Product ineligible for return.
4.3 Original Components
Where reasonably applicable, the Customer should return included parts, accessories, manuals, certificates, packaging, or other components supplied with the Product.
4.4 Customer-Caused Damage
A discretionary return may be reduced, refused, or otherwise adjusted where the Product was materially damaged, altered, contaminated, consumed, or used beyond what was reasonably necessary to inspect it, subject to Applicable Law.
4.5 Return Shipping for Change of Mind
Unless the Vendor’s Listing provides free returns or Applicable Law requires otherwise, the Customer may be responsible for reasonable return-shipping costs for a discretionary change-of-mind return.
5. PRODUCTS THAT ARE DAMAGED, DEFECTIVE, INCORRECT OR MATERIALLY MISDESCRIBED
5.1 Marketplace Protection
A Vendor’s stated return period does not eliminate Customer remedies where the Product received is materially defective, materially damaged before delivery, incorrect, counterfeit, unsafe, materially incomplete, or materially different from the Listing.
5.2 Incorrect Product
Where the Vendor sends a materially different Product from the Product ordered, the Vendor is responsible for an appropriate remedy.
5.3 Material Misdescription
A Product may be materially misdescribed where an important characteristic presented in the Listing is substantially inaccurate, including material, composition, ingredient, quantity, condition, authenticity, size, origin, functionality, or another significant characteristic.
5.4 Vendor Responsibility for Return Costs
Where a return is required because of Vendor error, material defect, material misdescription, incorrect Product, counterfeit Product, or another qualifying Vendor-related problem, the Vendor shall ordinarily bear reasonable return-shipping costs where return shipment is required.
5.5 Available Remedies
Depending upon the circumstances, an appropriate remedy may include replacement, repair, correction, partial refund, full refund, return and refund, cancellation, or another remedy consistent with this Policy and Applicable Law.
6. SHIPPING DAMAGE
6.1 Customer Reporting
Customers should report significant shipping damage promptly after delivery.
6.2 Evidence
Daivavarna or the Vendor may reasonably request photographs of the Product, Product packaging, shipping container, shipping label, damaged area, or other evidence necessary to evaluate the claim.
6.3 Packaging Preservation
Where reasonably practicable, the Customer should retain damaged packaging until the claim has been reviewed because the carrier or Vendor may require it for investigation.
6.4 Carrier Claims
The Vendor is generally responsible for pursuing carrier claims relating to a shipment arranged by the Vendor, unless another arrangement applies.
6.5 Customer Remedy
A Customer should not be deprived of an otherwise valid Marketplace remedy merely because the Vendor may separately pursue reimbursement from a carrier.
7. COUNTERFEIT, INAUTHENTIC OR UNLAWFUL PRODUCTS
7.1 Counterfeit Products Prohibited
Counterfeit Products are prohibited on Daivavarna.
7.2 Suspected Counterfeit Product
Where a Customer reasonably believes that a Product is counterfeit or materially misrepresented as to authenticity, the Customer should report the matter to Daivavarna.
7.3 Evidence and Investigation
Daivavarna may request photographs, packaging, certificates, invoices, serial information, provenance information, communications, or other appropriate evidence.
7.4 Return Restrictions
Daivavarna may instruct a Customer not to return a Product where return would be unlawful, unsafe, inappropriate, or inconsistent with an investigation.
7.5 Refund and Enforcement
Where Daivavarna reasonably determines that a qualifying Daivavarna-Processed Product was counterfeit or materially fraudulent, Daivavarna may issue an appropriate refund and take enforcement action against the Vendor.
8. UNSAFE PRODUCTS AND RECALLS
8.1 Safety Takes Priority
A Customer should not be required to continue using, consuming, wearing, installing, or handling a Product that the Customer reasonably believes presents a serious safety risk.
8.2 Safety Reporting
Customers should promptly report serious safety concerns to Daivavarna.
8.3 Return May Not Be Appropriate
Daivavarna may instruct the Customer not to ship a Product back where transportation or handling may itself be dangerous or unlawful.
8.4 Recall Remedies
Refunds, replacements, destruction instructions, disposal instructions, repair, or other corrective action relating to a recalled Product may be governed by the Daivavarna Product Safety and Recall Policy, manufacturer instructions, governmental requirements, or Applicable Law.
9. MISSING PRODUCTS AND PARTIAL ORDERS
9.1 Missing Shipment
Where a Product is not delivered within a reasonable time after the expected delivery period, the Customer may report non-delivery.
9.2 Partial Shipment
Where part of an Order is missing, the Vendor shall reasonably investigate and provide the missing Product, refund the missing portion, or provide another appropriate remedy.
9.3 Tracking Alone Is Not Always Conclusive
A carrier tracking status may be relevant evidence but does not necessarily resolve every non-delivery dispute.
9.4 Customer Cooperation
The Customer may be asked to confirm the delivery address, check reasonably likely delivery locations, contact household members, or provide other information relevant to the investigation.
10. FOOD AND PERISHABLE PRODUCTS
10.1 No Ordinary Change-of-Mind Returns
Because of hygiene, food-safety, perishability, contamination, temperature-control, and resale concerns, Sattvic Foods, fresh produce, prepared foods, perishables, and similar Products are generally not eligible for ordinary change-of-mind returns.
10.2 Customer Remedies Remain
The absence of discretionary food returns does not eliminate remedies for Products that are spoiled when delivered, materially damaged, unsafe, contaminated, materially misdescribed, incorrect, unlawfully supplied, or otherwise nonconforming.
10.3 Prompt Reporting
Food-related quality or safety problems should be reported promptly, particularly where temperature, spoilage, contamination, leakage, or other time-sensitive evidence is involved.
10.4 Evidence
The Customer may be asked to provide photographs, packaging information, expiration or preparation information, batch information, delivery details, or other reasonable evidence.
10.5 Unsafe Food
Daivavarna may instruct the Customer not to return an unsafe or contaminated food Product.
11. FARM PRODUCE AND AGRICULTURAL PRODUCTS
Fresh fruits, vegetables, herbs, flowers, plants, and other perishable agricultural Products may be ineligible for ordinary change-of-mind returns.
Customers remain entitled to applicable remedies where the Product arrives materially spoiled, substantially damaged, materially different from the Listing, unsafe, or otherwise nonconforming.
Natural variations in appearance, shape, size, ripeness, coloration, or other characteristics that are reasonably expected in genuine farm Products do not necessarily constitute defects.
12. HYGIENE-SENSITIVE AND PERSONAL-USE PRODUCTS
12.1 Restricted Returns
Certain Products intended for intimate, personal, cosmetic, bodily, hygiene-sensitive, or similar use may become non-returnable after opening, use, or contamination where permitted by Applicable Law.
12.2 Disclosure
Where a Product is subject to such a restriction, the Vendor should clearly disclose the restriction in the Listing.
12.3 Defects and Misdescription
A hygiene-based return restriction does not eliminate Customer remedies concerning defective, unsafe, counterfeit, wrong, materially damaged, or materially misdescribed Products.
13. AYURVEDA AND BODY-USE PRODUCTS
13.1 Category Rules
Ayurveda Products, herbal Products, oils, powders, teas, ingestible preparations, topical preparations, and related Products may be subject to additional Supplemental Category Terms.
13.2 Opened Products
For health, hygiene, contamination, and safety reasons, certain opened or used Ayurveda or bodily-use Products may not qualify for discretionary change-of-mind return.
13.3 Safety or Quality Problems
Customers retain remedies for qualifying safety defects, contamination, material ingredient discrepancies, counterfeit Products, incorrect Products, material misdescription, or other nonconformity.
13.4 Adverse Events
A refund request involving an adverse health or safety event may also be reviewed under the Product Safety and Recall Policy.
14. CUSTOM, PERSONALIZED AND MADE-TO-ORDER PRODUCTS
14.1 Discretionary Returns
Products made specifically according to Customer measurements, names, designs, inscriptions, specifications, customization instructions, or other personalized requirements may be ineligible for ordinary change-of-mind returns where permitted by Applicable Law.
14.2 Vendor Error
The Customer retains remedies where the Vendor materially failed to follow the agreed customization, produced an incorrect Product, supplied a defective Product, or materially misrepresented the Product.
14.3 Customer-Supplied Measurements
Where the Vendor accurately followed measurements or specifications supplied by the Customer, a fitting or suitability problem caused solely by inaccurate Customer-provided information may not constitute Vendor error.
14.4 Vendor Measurement Instructions
The Vendor should provide reasonably clear measurement or customization instructions where applicable.
15. HANDMADE AND ARTISAN PRODUCTS
Handmade Products may contain reasonable variations resulting from genuine hand production.
Minor variations in color, texture, grain, carving, stitching, brushwork, dimensions, natural materials, or other handcrafted characteristics do not necessarily constitute defects where the Listing reasonably disclosed or implied such variation.
A Product remains subject to remedies where the difference is materially greater than a reasonable handmade variation or where the Product is materially defective, incorrect, unsafe, or misdescribed.
16. CLOTHING AND TEXTILES
16.1 Return Eligibility
Eligible Clothing and Textile Products may be returned according to the applicable Marketplace-approved return period.
16.2 Condition
A change-of-mind Clothing return should ordinarily be unworn beyond reasonable fitting, unwashed, materially unaltered, and free from Customer-caused damage or contamination, subject to Applicable Law.
16.3 Custom Clothing
Custom-made or personalized garments may be subject to the custom Product rules in this Policy.
16.4 Material Misdescription
A material discrepancy concerning fiber content, dimensions, size, construction, Product identity, or another important Listing characteristic may qualify for an appropriate remedy.
17. HOME AND LIVING PRODUCTS
Eligible Home and Living Products may be returned according to the return period stated in the Listing and this Policy.
Products assembled, installed, altered, damaged, or materially used by the Customer may be subject to reasonable limitations on discretionary returns.
This does not eliminate remedies relating to pre-existing defects, unsafe Products, missing parts, incorrect Products, material misdescription, or other qualifying nonconformity.
18. DEITY WORSHIP AND DEVOTIONAL PRODUCTS
Eligible non-personalized Deity worship and devotional Products may be returned according to the applicable return period.
Custom Deity clothing, specifically sized altar Products, personalized sacred items, or other made-to-order devotional Products may be ineligible for discretionary change-of-mind returns where permitted by Applicable Law.
A Product’s devotional or sacred nature does not eliminate remedies for material defects, incorrect Products, shipping damage, counterfeit or false provenance claims, or material misdescription.
19. BOOKS AND PUBLISHED MATERIALS
19.1 Physical Books
Physical books and printed materials may be returned according to the applicable return period where eligible.
19.2 Condition
A discretionary return may be restricted where a book has been materially damaged, marked, altered, or used beyond reasonable inspection by the Customer.
19.3 Digital Materials
Digital books, downloads, recordings, or other digital content may be subject to separate rules concerning access, download, consumption, and mandatory digital-content rights.
19.4 Pirated or Misrepresented Materials
Customers retain applicable remedies where a publication is counterfeit, pirated, materially misrepresented, or unlawfully supplied.
20. SERVICES
20.1 Services Are Not Product Returns
Services generally cannot be physically returned. Refund eligibility depends upon cancellation timing, Service performance, material nonperformance, misrepresentation, Provider conduct, and applicable category rules.
20.2 Before Service Begins
Where the Customer cancels before a Service begins, the applicable cancellation terms disclosed in the Listing or category policy shall apply.
20.3 Completed Service
A Customer is not automatically entitled to a refund merely because the Customer subjectively dislikes a properly performed Service.
20.4 Material Nonperformance
A refund, partial refund, corrective work, rescheduling, or another remedy may be appropriate where the Provider materially failed to perform the agreed Service, did not attend, materially misrepresented qualifications or scope, or otherwise committed a material breach.
20.5 Partial Performance
Where part of a Service was properly performed and part materially failed, Daivavarna may consider a partial refund or other proportionate remedy.
20.6 Direct-Payment Services
For Direct-Payment Services, the Provider remains responsible for issuing refunds owed to the Customer. Daivavarna generally cannot directly reverse the external payment.
21. AYURVEDA PRACTITIONER SERVICES
Ayurveda consultations and practitioner Services are subject to the general Service rules and applicable Ayurveda Practitioner Supplemental Terms.
A Customer is not entitled to a refund solely because the Customer did not obtain a hoped-for health outcome where the Practitioner honestly provided the Service described.
Refunds or other remedies may nevertheless be appropriate in cases involving nonperformance, false qualifications, material misrepresentation, fraudulent conduct, or another material breach.
Nothing in this section limits remedies available under Applicable Law.
22. ASTROLOGY SERVICES
A Customer is not automatically entitled to a refund merely because an astrological prediction, expectation, or anticipated future event does not occur.
Astrology involves interpretation and cannot be guaranteed as to future outcomes.
A refund or other remedy may nevertheless be appropriate where the Practitioner did not substantially provide the purchased consultation, materially misrepresented qualifications, used fraudulent or coercive conduct, fabricated the Service, or otherwise materially violated applicable Marketplace rules.
Fear-based selling, fabricated emergencies, coercion, or fraudulent demands for additional payment may result in Marketplace enforcement and appropriate Customer remedies.
23. CLASSES AND EDUCATIONAL SERVICES
23.1 Teacher Cancellation
Where a Teacher cancels a paid Class and does not provide a reasonable replacement or rescheduled option accepted by the Customer, the Customer shall ordinarily be entitled to an appropriate refund for the cancelled portion.
23.2 Customer Cancellation
Customer cancellation of a live Class may be subject to the cancellation terms disclosed at booking and applicable category rules.
23.3 Multi-Session Courses
For multi-session programs, refunds may be prorated where appropriate according to sessions provided, sessions cancelled, access granted, and Applicable Law.
23.4 Recorded Courses
Refund eligibility for recorded or digital courses may be limited after substantial access, download, viewing, or consumption where permitted by Applicable Law and disclosed before purchase.
23.5 Misrepresentation
Customers retain remedies where the Teacher materially misrepresented qualifications, course content, duration, format, accreditation, or another significant characteristic.
24. ACCOMMODATIONS
24.1 Cancellation Terms
Accommodation cancellation and refund rules may vary according to the Listing, booking date, check-in date, applicable Host cancellation terms, and mandatory law.
24.2 Host Cancellation
Where a Host cancels a confirmed Daivavarna-Processed reservation, the Guest shall ordinarily receive a refund of affected amounts paid through Daivavarna unless an alternative accommodation or arrangement is voluntarily accepted.
24.3 Property Unavailable
Where the confirmed Accommodation is materially unavailable when the Guest is entitled to occupy it, an appropriate refund may be required.
24.4 Serious Misrepresentation
A refund or other remedy may be appropriate where the Accommodation materially differs from the Listing in a manner that substantially affects the stay.
24.5 Serious Safety or Habitability Problems
Daivavarna may provide an appropriate remedy where credible evidence establishes that the Accommodation presented serious undisclosed safety, sanitation, or habitability problems materially affecting the stay.
24.6 Minor Differences
Minor aesthetic differences or immaterial variations that do not substantially affect the Accommodation do not necessarily justify a full refund.
24.7 Direct Host Payment
Where payment was made directly to the Host, the Host remains responsible for any valid refund. Daivavarna generally cannot reverse externally transferred funds.
25. EVENTS
25.1 Organizer Cancellation
Where an Organizer cancels a Daivavarna-Processed paid Event and the Customer does not voluntarily accept a valid replacement or rescheduled Event, the Customer shall ordinarily receive a refund of the affected Event admission payment.
25.2 Customer Cancellation
Customer cancellation may be subject to the Event’s disclosed cancellation terms.
25.3 Material Change
A substantial change in Event date, location, principal nature, or another material characteristic may give rise to cancellation or refund rights where appropriate.
25.4 Weather and External Circumstances
Weather, government restrictions, safety emergencies, natural disasters, or other circumstances beyond the Organizer’s control may be handled according to the Event’s disclosed policy, insurance arrangements, Marketplace rules, and Applicable Law.
25.5 Direct Organizer Payment
Where payment was made directly to the Organizer, the Organizer is responsible for valid refunds.
26. JOBS AND EMPLOYMENT LISTINGS
Payments made by Employers to Daivavarna for Job Listings, Employer plans, or similar Marketplace services are governed by the applicable Employer plan and Fee Schedule.
Applicants should generally not be charged by Daivavarna merely for applying to ordinary Jobs.
Employment compensation, wages, payroll, reimbursements, and obligations between an Employer and an Applicant or Worker are not ordinary Marketplace Product refunds and remain the responsibility of the relevant parties and Applicable Law.
27. ORDER CANCELLATION BEFORE SHIPMENT
27.1 Customer Cancellation Request
A Customer may request cancellation before shipment or fulfillment begins.
27.2 Cancellation Availability
Cancellation is not guaranteed after the Vendor has materially begun production, customization, preparation, or shipment.
27.3 Ordinary Stock Products
Where an ordinary stock Product has not yet been shipped or materially processed, Vendors should make reasonable efforts to honor a timely cancellation request.
27.4 Custom Products
A custom, made-to-order, personalized, prepared, or specially procured Product may become non-cancellable after production or material preparation begins where appropriately disclosed and permitted by Applicable Law.
27.5 Vendor Cancellation
Where a Vendor cancels an Order because the Vendor cannot fulfill it, the Customer shall ordinarily receive a refund of the amount paid for the cancelled portion of a Daivavarna-Processed Transaction.
28. REFUND METHODS
28.1 Original Payment Method
Where reasonably possible, refunds for Daivavarna-Processed Transactions should ordinarily be returned to the Customer’s original payment method.
28.2 Payment Provider Processing
The time required for a refund to appear in the Customer’s account may depend upon the payment provider, bank, card issuer, country, currency, and financial institution.
28.3 Marketplace Credit
Daivavarna shall not substitute Marketplace credit for a monetary refund where Applicable Law or this Policy requires return of the Customer’s money, unless the Customer voluntarily agrees to the alternative.
28.4 Currency Conversion
International refunds may be affected by currency-conversion rates and third-party financial costs as described in the Fees and Vendor Payouts Policy.
29. FULL AND PARTIAL REFUNDS
29.1 Full Refund
A full refund may be appropriate where the entire transaction materially failed, the Vendor cancelled the transaction, the Product is materially nonconforming and return or other remedy supports a full refund, or another full-refund basis exists.
29.2 Partial Refund
A partial refund may be appropriate where the Customer retains a Product with a minor but material problem, part of an Order is missing, only part of a Service materially failed, part of a multi-session Class was cancelled, or another proportionate adjustment is appropriate.
29.3 Customer Agreement
Where a partial refund is offered as a negotiated resolution rather than required by the Policy, the Customer should knowingly agree to the proposed resolution.
30. RETURN SHIPPING
30.1 Vendor-Fault Returns
Where a return is required because the Vendor sent the wrong Product or supplied a Product that is materially defective, materially damaged before delivery, counterfeit, or materially misdescribed, the Vendor shall ordinarily bear reasonable return-shipping costs.
30.2 Change-of-Mind Returns
For an ordinary discretionary change-of-mind return, the Customer may be responsible for return-shipping costs unless the Vendor offers free returns or Applicable Law requires otherwise.
30.3 Return Method
The Customer should use the return method or label provided or approved by the Vendor or Daivavarna where applicable.
30.4 Tracking
Daivavarna may require tracked return shipment for higher-value Products or disputed returns.
30.5 Unauthorized Expensive Shipping
A Customer should not incur unusually expensive return-shipping charges and expect reimbursement without reasonable authorization where a less expensive appropriate return method was available.
31. RESTOCKING AND OTHER RETURN FEES
Vendors shall not impose hidden return, restocking, administration, handling, cancellation, or comparable fees.
Any permitted fee must be clearly disclosed before the transaction, lawful, reasonable, and consistent with Daivavarna’s Marketplace standards.
Daivavarna may prohibit restocking or similar fees for particular categories or circumstances.
No restocking fee may be used to reduce a Customer’s remedy for a Product that is materially defective, wrong, counterfeit, unsafe, materially damaged before delivery, or materially misdescribed.
32. CUSTOMER RESPONSIBILITY FOR RETURNED PRODUCTS
The Customer is responsible for taking reasonable care of a Product while it remains in the Customer’s possession.
The Customer should package returned Products reasonably to avoid unnecessary transit damage.
A Customer shall not intentionally substitute another Product, return counterfeit goods, remove valuable components, materially alter a Product, fabricate damage, or otherwise misuse the return process.
Fraudulent return activity may result in denial of the claim, account restrictions, or other appropriate action.
33. EVIDENCE AND DOCUMENTATION
Daivavarna may request reasonable evidence relevant to a dispute.
Depending upon the circumstances, evidence may include photographs, video, packaging, tracking information, communications, receipts, serial numbers, labels, measurements, ingredient labels, delivery information, professional qualifications, booking records, or other relevant information.
Requests for evidence should be proportionate to the nature and value of the claim.
A Customer or Vendor shall not knowingly submit fabricated, altered, misleading, or fraudulent evidence.
34. RETURN AUTHORIZATION AND RETURN ADDRESS
Customers should follow the Marketplace return process before returning Products where such a process is available.
A Customer should not automatically send a return to a Vendor’s publicly displayed business or residential address unless that address has been designated for returns.
Vendors are responsible for providing an appropriate return address or return method where a return is authorized.
Daivavarna may protect residential Vendor addresses from unnecessary public disclosure while still enabling lawful return fulfillment.
35. REFUND TIMING
35.1 Review Period
Daivavarna and the Vendor may require a reasonable period to evaluate an eligible return or refund request.
35.2 Returned Product Inspection
Where a Product must be returned, the refund may be processed after the returned Product is received and reasonably inspected, unless Applicable Law requires earlier action.
35.3 No Unreasonable Delay
Vendors shall not intentionally delay inspection or refund processing in order to avoid legitimate Customer obligations.
35.4 Financial Institution Delay
After a refund is initiated, additional time may be required before the Customer’s bank or card issuer posts the credit.
36. DAIVAVARNA REFUND AUTHORITY
36.1 Daivavarna-Processed Transactions
For a Daivavarna-Processed Transaction, the Vendor authorizes Daivavarna to issue a qualifying full or partial refund without obtaining separate Vendor permission where available evidence reasonably demonstrates that the Customer is entitled to the refund under this Policy, another Marketplace Policy, or Applicable Law.
36.2 Vendor Consultation
Daivavarna may seek the Vendor’s explanation or evidence before making a decision where appropriate.
36.3 Immediate Action
Daivavarna may act without waiting for ordinary Vendor response where urgent circumstances involve fraud, counterfeit Products, serious Product safety concerns, an obvious duplicate charge, Vendor cancellation, or another matter reasonably requiring prompt action.
36.4 Recovery From Vendor
Refund amounts may be deducted from Pending Proceeds, Eligible Proceeds, reserves, future Vendor proceeds, an authorized billing method, or another lawful recovery mechanism described in the Fees and Vendor Payouts Policy.
36.5 Vendor Responsibility Continues After Payout
A Vendor does not avoid a valid refund obligation merely because the relevant proceeds have already been paid to the Vendor.
37. DISPUTES BETWEEN CUSTOMER AND VENDOR
37.1 Direct Resolution Encouraged
Customers and Vendors should make reasonable efforts to communicate and resolve ordinary transaction problems professionally.
37.2 Daivavarna Assistance
Daivavarna may assist with a dispute where direct resolution is unsuccessful.
37.3 Evidence Review
Daivavarna may review Listings, communications, tracking, photographs, transaction records, refund history, Vendor policies, and other relevant evidence.
37.4 Marketplace Decision
For purposes of Daivavarna-controlled payments and Marketplace enforcement, Daivavarna may determine an appropriate Marketplace resolution based upon the available evidence, this Policy, other applicable policies, and Applicable Law.
37.5 Legal Rights
A Marketplace decision does not eliminate a party’s non-waivable legal rights.
38. PAYMENT CHARGEBACKS
A Customer may have independent rights to dispute a transaction through a bank, card issuer, or payment provider.
Customers should not intentionally seek duplicate recovery by obtaining both a Marketplace refund and a chargeback for the same amount.
Vendors shall reasonably cooperate with legitimate payment disputes.
Chargebacks, reversals, dispute fees, and related adjustments are governed by the Fees and Vendor Payouts Policy.
39. ABUSE OF RETURNS OR REFUNDS
Daivavarna may investigate patterns suggesting return fraud or abuse, including fabricated non-delivery claims, deliberate Product damage, substitution fraud, repeated false claims, counterfeit returns, misuse of chargebacks, or other deceptive conduct.
Daivavarna shall not restrict a Customer merely for legitimately exercising return, refund, warranty, or statutory rights.
Where credible evidence establishes material abuse, Daivavarna may restrict Marketplace privileges or take other appropriate action.
40. VENDOR RETURN POLICY DISPLAY
Where supported, Vendors may display their approved return period and category-specific conditions within individual Listings or Vendor stores.
Vendor-displayed terms must remain consistent with this Policy.
Where Vendor terms conflict with this Policy, applicable Supplemental Terms, or Applicable Law, the conflicting Vendor term shall not reduce the Customer’s applicable rights.
41. INTERNATIONAL CUSTOMERS
Customers located outside the Vendor’s country may have mandatory consumer rights that differ from Daivavarna’s general Marketplace standards.
Nothing in this Policy is intended to waive mandatory cancellation, cooling-off, conformity, refund, warranty, or other consumer rights applicable to a transaction.
Where mandatory local law provides greater protection than this Policy, the mandatory law controls.
International returns may also be affected by customs, import or export restrictions, duties, carrier limitations, or Product-specific legal requirements.
42. TAXES, DUTIES AND REFUNDS
Where Daivavarna or an authorized provider collected taxes or similar amounts, refund treatment may depend upon Applicable Law and the applicable payment or tax-processing system.
Customs duties or import taxes paid directly by the Customer to a government, customs authority, carrier, or intermediary may not be directly refundable by Daivavarna.
The Customer may need to seek reimbursement from the relevant authority where such reimbursement is legally available.
43. PROMOTIONS, COUPONS AND DISCOUNTS
Where an Order was purchased using a discount, coupon, promotion, or Vendor-funded offer, refund calculations may reflect the actual amount paid by the Customer.
A Customer shall not ordinarily receive cash reimbursement exceeding the amount actually paid for the refunded Product or Service merely because the undiscounted Listing price was higher.
The treatment of Marketplace promotional credits may be governed by the terms applicable to the particular promotion.
44. GIFTS AND THIRD-PARTY RECIPIENTS
Where a Product was purchased as a gift, the refund may ordinarily be returned to the original purchaser’s payment method unless another lawful arrangement applies.
Daivavarna may require appropriate verification before disclosing transaction information or processing a refund request from a person other than the purchaser.
45. MARKETPLACE ENFORCEMENT AGAINST VENDORS
A Vendor who repeatedly refuses valid returns or refunds, conceals return terms, misrepresents Products, fails to respond to Customers, abuses cancellation rules, sends counterfeit Products, or otherwise violates this Policy may be subject to Marketplace enforcement.
Enforcement may include warnings, required corrective action, Listing removal, category suspension, refund issuance, payment holds, reserves, restrictions, Vendor suspension, or termination.
Serious fraud, counterfeit Products, safety concerns, or other material violations may result in immediate action.
46. POLICY CHANGES
Daivavarna may update this Policy prospectively as Marketplace operations, categories, payment systems, legal requirements, or Customer-protection practices evolve.
Where a material change requires notice under Applicable Law or the General Vendor Terms, Daivavarna shall provide appropriate notice.
A transaction should ordinarily be evaluated under the Policy applicable when the transaction was entered into, except where a later rule must apply because of mandatory law, safety requirements, or another legally necessary circumstance.
47. CONTACT AND CUSTOMER SUPPORT
Questions, return requests, refund issues, or transaction problems may be submitted through the applicable Customer account, Order page, Marketplace communication system, or Customer Support channel.
Customer Support: [Customer Support Email]
Product Safety Reports: [Product Safety Email or Form]
Legal Notices: [Legal Email]
For Direct-Payment Transactions, Customers may also need to contact the relevant Vendor or Provider concerning the actual return of externally paid funds.
48. CUSTOMER AND VENDOR ACKNOWLEDGMENT
By purchasing, selling, booking, providing, or otherwise participating in a transaction governed by this Policy, the Customer and Vendor acknowledge that the applicable return, refund, and cancellation rules form part of the Marketplace transaction.
Vendors agree to honor this Policy, applicable Supplemental Category Terms, their own approved return terms, and all mandatory Customer rights under Applicable Law.
Customers agree to use return and refund processes honestly, provide reasonable information necessary to evaluate legitimate claims, and return eligible Products where return is required.
Daivavarna may facilitate and enforce qualifying Marketplace remedies for Daivavarna-Processed Transactions while independent Vendors remain responsible for the Products and Services they provide.
Nothing in this Policy excludes or limits rights or obligations that cannot lawfully be waived.