Refund & Return Policy

You can request a refund if:

• Item not received — your order has not arrived within 14 calendar days of dispatch (or 30 days if no dispatch confirmation was provided).
• Damaged in transit — the item arrived damaged in a way that affects functionality or value.
• Materially not as described — the item received differs substantially from the description or photographs provided by the Seller (e.g. wrong item, wrong size, undisclosed defects).
• Counterfeit — the item is verifiably counterfeit and was sold as authentic.

Requests must be raised within 3 days of delivery by contacting the Seller directly through the order page, or within 7 days by escalating to Haatzo via lohit@haatzo.com.

Refunds are typically not available where:

• The item matches the description and photographs provided by the Seller and you simply changed your mind.
• The item shows signs of use, damage, or alteration after delivery.
• The item was clearly described as “final sale”, “as-is”, or with disclosed condition flaws that match what you received.
• Personal-use items where return is not hygienically possible (e.g. pierced jewellery, intimate apparel) unless unused and unopened.
• The refund window stated above has expired.

Live auction wins are binding commitments to purchase. Buyer’s remorse alone is not grounds for a refund of an auction-won item.

The standard process is:

1. Open the order in your account (My Orders).
2. Use the “Report a problem” option and describe the issue, attaching photos where relevant.
3. The Seller has 3 business days to respond. They may offer a replacement, a partial refund, or a full refund with return.
4. If the Seller does not respond or the response is unsatisfactory, escalate to Haatzo at lohit@haatzo.com with the order number.
5. Haatzo will mediate based on the evidence provided. Our decision is final for refunds processed through the Platform.

When a refund is approved with return:

• If the item is materially not as described, damaged in transit, or counterfeit, the Seller bears the return shipping cost.
• If the return is for any other reason (where accepted at the Seller’s discretion), the Buyer bears the return shipping cost.
• Items must be returned in their original condition, with all accessories and packaging where possible.
• Use a tracked shipping method. Items lost in return transit without tracking are the responsibility of the sender.

Once a refund is approved:

• Refunds are initiated within 5 business days of approval (or, where a return is required, of receipt of the returned item).
• Refunds are processed back to the original payment method. UPI and card refunds typically reflect in 5–10 business days; net banking may take up to 14 days depending on the bank.
• If the original payment method is no longer available, we’ll work with you to find an alternative.

Refunds are processed by Razorpay, our payment gateway. If you do not see the refund credited within the timelines above, please contact your bank with the Razorpay refund reference (which we will share). If still unresolved, contact us.

Orders can be cancelled by the Buyer before the Seller has dispatched them, free of charge, with a full refund. After dispatch, cancellation is treated as a return request under the rules above.

A Seller may cancel an order in cases of stock issues, pricing errors, or fraud detection. Where a Seller cancels, the Buyer receives a full refund (including any shipping paid).

Held bids that are subsequently rejected by the Seller (per the auction terms) do not result in any charge to the Buyer; no refund is needed because no payment was captured.

If a Seller cancels an auction or invalidates a winning bid for any reason permitted under our Terms, the Buyer is not charged or is fully refunded if a charge had already been made.

For any refund-related queries, contact:

For unresolved disputes, you may also approach the National Consumer Helpline (1800-11-4000) or file a complaint at consumerhelpline.gov.in.