Return Policy Page

1.      PURPOSE

 This policy describes Svaratna’s business process, policies and requirements for  accepting returns. Basically, it outlines the rules for getting refunds for purchased goods and services i.e. it provides details regarding the eligibility requirements for  refunds, types of refunds given, the refund time-frame, and the return process.

2.      APPLICATION FOR RETURNS/REFUNDS

a.      Buyer may apply for return of the purchased items and/or refund within seven (7) days after receipt of goods.

b.      Buyer may only apply for the refund and/or return of the Item under the following circumstances:

i.       The Item has not been received by Buyer;

ii.      The Item was defective and/or damaged on delivery;

iii.     The Item received is incomplete (missing quantity or accessories);

iv.     The Item does not match the agreed specification (e.g. wrong size, colour, etc.);

v.      The Item delivered is materially different from the description provided by Seller in the listing of the Item;

vi.     The Item received is a counterfeit item;

vii.    The Item received has physical damage (e.g. dented, scratched or shattered);

viii.    The Item received is faulty (e.g. malfunction, does not work as intended); or

ix.      Change of mind (only applicable to certain categories and restricted to certain Sellers only).

c.      Buyer’s application must be submitted via the Svaratna website, email or mobile app.

d.    Svaratna will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is valid.

e.      If required by Svaratna, Buyer must ship the Item to a designated location  within ten (10) calendar days after the return request is raised.

f.       Buyer acknowledges and agrees that Svaratna’s decision is final and binding, and agrees that it will not bring any legal action to assert any claim against Svaratna or its affiliates in relation to such decision. 

g.      In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Svaratna to continue to hold the purchase monies until a formal determination is available.

3.      OBLIGATIONS OF SELLER

a.      When Svaratna receives an application from Buyer for the return of the Item and/or refund, Svaratna will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Svaratna in the written notification. Seller must respond within the time-frame stipulated in the written notification. Should Svaratna not hear from Seller within the stipulated period, Svaratna will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. 

b.   Svaratna will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is valid and deserves merit against the circumstances stated by Seller

c.    Svaratna’s decision to approve a refund or return of an Item pursuant to Section 2 above is binding on the relevant Seller. Sellers agree to comply and do all such things as necessary to give effect to a Buyer’s request for a refund or return approved by Svaratna.

d.    For any refund or return request, Svaratna will notify the Seller by email and organize the delivery of the relevant returned item to the address provided by the relevant Seller to Svaratna in writing for the completion of the refund and return process.

e.     If Seller fails to provide a Local Address for return of the returned item or otherwise fails to accept delivery of the returned item within a reasonable period of time (as determined by Svaratna), Svaratna reserves the right to dispose of such item in any manner it sees fit and Seller shall be deemed to have forfeited all rights to such item. Seller must notify Svaratna within seven (7) days of receiving the email notification if Seller does not receive the returned item. Failure to notify Svaratna within the notification period shall be conclusive evidence of, and result in the Seller having accepted that, the delivery of the Item has occurred, and Seller agrees not to make any claims or raise any disputes regarding any such item.

f.       In addition to the above action, Svaratna may exercise its discretion that an Item approved for refund or return shall not be returned to Seller, and Seller shall be deemed to have forfeited all rights to such Item.

g.      On the other hand, for any refund or return rejected by Svaratna but where the relevant item was received by Svaratna, Svaratna will organize the delivery of such Item to the relevant Buyer’s address.

h.    In cases where Svaratna had approved any refund or return request, Seller may appeal such decision by contacting Svaratna and providing evidence in support of such appeal. If Svaratna upholds Seller’s appeal, it will disburse all or part of the purchase monies to Seller.

i.     Seller agrees that Svaratna’s decision is final and binding, and agrees that it will not bring any legal proceedings against Svaratna or its affiliates in relation to such decision.

4.      CONDITION OF RETURNING ITEM 

Buyer should ensure that the item, including any complimentary items such as  accessories that come with the item, must be returned to Seller in the condition  received by Buyer on delivery. The Buyer should take a photo of the item upon receipt.

5.      LIABILITY OF RETURN DELIVERY FEE

a.      In the case of an unexpected error from the Seller's end (i.e. damaged, faulty or wrong item delivered to the Buyer), the Seller will bear Buyer's return delivery fee.

b.      In the case of the Buyer's change of mind, Buyer will bear the return delivery fee. 

c.      In the case where both Seller-Buyer are in dispute over who should bear the delivery fee, Svaratna at its sole discretion will determine the party liable for the return delivery fee and such decision will be binding on both parties. 

6.      REFUNDS

Buyer will only be refunded after Svaratna has received the confirmation from  Seller that Seller has received the returned item. In the event where Svaratna  does not hear from Seller within a specified time, Svaratna will be at liberty to   refund the applicable sum to Buyer without further notice to Seller. The refund will  be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

7.      COMMUNICATION BETWEEN BUYER AND SELLER 

Svaratna encourages Users to communicate with each other in the event where  problem arises in a transaction. As Svaratna is a platform for Users to conduct  trading, Buyer is at liberty to contact Seller directly if there are issues relating to the item purchased.

September 2022