RETURN & REFUND POLICY

Last Updated: 11 July 2026

Florvanta Commerce Private Limited (“Florvanta“, “we“, “our” or “us“) operates an online multi-vendor marketplace. Products listed on the Platform are sold by independent third-party Vendors unless expressly stated otherwise.

Returns, replacements and refunds are processed in coordination with the Vendor who fulfilled your order. Florvanta facilitates the process but is not the seller of products unless specifically identified as such on the product listing or invoice.

This Return & Refund Policy forms part of the Platform’s Terms & Conditions.

1. Legal Basis

This Policy is published pursuant to:

• Consumer Protection Act, 2019;
• Consumer Protection (E-Commerce) Rules, 2020;
• Information Technology Act, 2000; and
• other applicable Indian laws.

The purpose of this Policy is to provide clear information regarding returns, replacements, cancellations and refunds.

2. Return Windows

Where a Vendor voluntarily offers a longer return period, the longer period shall apply.

3. Conditions for Return

Products are eligible for return only when all of the following conditions are satisfied:

• the request is raised within the applicable return period;
• the product is unused and in substantially the same condition in which it was delivered;
• original packaging, labels, manuals, accessories, warranty cards and complimentary items are returned;
• original tax invoice is available;
• the item is not listed under Non-Returnable Products;
• the return request complies with the Vendor’s product-specific conditions displayed on the product page.

Florvanta or the Vendor may request photographs or videos to verify the claim before approving the return.

4. Products Not Eligible for Return

Unless defective, damaged or incorrectly supplied, the following products cannot be returned:

• Innerwear
• Lingerie
• Socks
• Swimwear
• Cosmetics
• Personal care products
• Products whose seal has been broken
• Opened food items
• Perishable groceries after the reporting window expires
• Digital downloads
• Software activation keys
• Gift cards
• Recharge vouchers
• Personalized or customised products
• Made-to-order products
• Products marked “Non-Returnable” on the product page
• Products damaged due to misuse or improper handling after delivery

5. Return Request Process

Customers may initiate a return by:

1. Logging into their Florvanta account.
2. Opening My Orders.
3. Selecting the eligible order.
4. Clicking Request Return.
5. Selecting the reason.
6. Uploading supporting photographs or videos where applicable.
7. Submitting the request.

A unique return reference number will be generated.

An acknowledgement email and/or SMS will also be sent.

6. Vendor Review

The Vendor shall normally review the request within 48 hours.

The Vendor may:

• approve the return;
• approve replacement;
• seek additional information;
• reject the request by recording valid reasons.

Where the Vendor fails to act within the prescribed period, Florvanta reserves the right to review the matter and approve legitimate requests in accordance with applicable law and Platform policies.

Florvanta’s decision regarding operational processing shall be final without prejudice to statutory consumer rights.

7. Reverse Pickup

Upon approval:

• pickup will generally be scheduled within 3-5 working days;
• customers must securely pack the item;
• all accessories must accompany the product;
• the logistics partner may attempt pickup twice.

Failure of both pickup attempts due to customer unavailability may result in closure of the return request.

Where pickup service is unavailable, Florvanta may request self-shipment.

Reasonable courier charges incurred for approved self-shipment shall be reimbursed upon submission of valid proof.

8. Inspection and Quality Check

Returned products undergo inspection at the Vendor’s warehouse.

The return may be rejected if:

• a different item is returned;
• serial numbers or IMEI numbers do not match;
• accessories are missing;
• physical damage inconsistent with the reported issue is observed;
• tampering is detected;
• the product has been used contrary to the return conditions.

Rejected products shall be shipped back to the customer.

Where permitted by law, reverse logistics costs may be deducted from the refund if the return is found to be fraudulent or materially inconsistent with the stated reason.

9. Damaged, Defective, Wrong or Missing Products

If a customer receives:

• a damaged product;
• defective product;
• incorrect product;
• missing accessories;
• short quantity;

the matter must be reported within 24 hours of delivery.

Customers should provide:

• clear photographs;
• packaging images;
• invoice;
• short unboxing video (where available).

Such cases receive priority processing.

10. Electronics Returns

For electronics, the Vendor may require:

• IMEI verification;
• serial number verification;
• manufacturer diagnostic report;
• authorised service centre report where applicable.

Returns shall not be accepted for damage caused after delivery, software modification, rooting, jailbreaking, unauthorised repair, liquid damage or accidental damage unless otherwise covered under warranty.

11. Exchange Policy

Eligible products may be exchanged for:

• size;
• colour;
• manufacturing defect;
• wrong item delivered.

Exchange is subject to stock availability.

If replacement inventory is unavailable, an appropriate refund shall be processed.

12. Order Cancellation

Customers may cancel an order free of charge until its status changes to Shipped.

After shipment, cancellation shall no longer be available and the order may only be returned in accordance with this Policy.

Certain customised or made-to-order products cannot be cancelled once production has commenced.

13. Refund Policy

Approved refunds shall ordinarily be initiated after:

• successful quality inspection;
• confirmation of cancellation; or
• approval of a non-returnable damage claim.

Refunds shall be made only to the original payment source unless otherwise required by applicable law.

Indicative timelines are:

Actual credit timelines depend upon the customer’s bank or payment service provider.

14. Failed Transactions

Where payment is debited but the order is not confirmed, refunds shall be processed in accordance with the Reserve Bank of India’s harmonised Turn Around Time (TAT) framework.

Where applicable, compensation payable for delays beyond the RBI-prescribed timelines shall be governed by the RBI circulars and shall ordinarily be payable by the concerned bank or payment system participant rather than Florvanta.

Florvanta shall reasonably cooperate in resolving such payment disputes.

15. Refund Set-Off

Florvanta reserves the right to adjust or withhold refunds where:

• duplicate refunds have been issued;
• fraudulent activity is detected;
• chargeback abuse is suspected;
• applicable Platform fees or reverse logistics charges are recoverable under these Terms.

16. Abuse of Return Policy

To maintain a fair marketplace, Florvanta reserves the right to refuse returns, restrict return privileges, suspend accounts or take appropriate action where there is evidence of:

• repeated fraudulent return requests;
• return of used products as unused;
• substitution of products;
• misuse of promotional offers;
• excessive return patterns inconsistent with genuine consumer behaviour.

Nothing in this clause limits any statutory rights available under applicable consumer protection laws.

17. Vendor Responsibilities

The Vendor identified on the tax invoice is the legal seller of the product and is responsible for:

• accepting valid returns;
• providing replacements;
• honouring warranties;
• issuing refunds where applicable;
• complying with consumer protection laws.

Florvanta facilitates communication, payment settlement and dispute resolution but is not the manufacturer or seller unless expressly stated.

18. Dispute Resolution

Where a disagreement arises regarding eligibility for return or refund, Florvanta may independently review:

• order details;
• logistics records;
• customer evidence;
• Vendor submissions;
• quality inspection reports.

Florvanta may facilitate a fair resolution between the customer and Vendor. Nothing in this Policy limits any statutory remedies available under applicable law.

19. Payment Disputes and Chargebacks

If a Customer disputes a payment with their issuing bank, card issuer, UPI provider, payment service provider, or initiates a chargeback after placing an order on the Platform, Florvanta shall coordinate with the relevant Vendor, payment gateway, acquiring bank, and other payment participants to investigate and respond to the dispute.

Customers are encouraged to contact Florvanta’s customer support before initiating a chargeback so that the issue may be resolved promptly through the Platform’s internal dispute resolution process.

Upon receiving notice of a payment dispute or chargeback, Florvanta may temporarily suspend the processing of any related refund, replacement, exchange, cancellation, or settlement until the dispute has been reviewed and a determination has been made by the relevant payment service provider, bank, card network, or other competent authority.

Florvanta may request additional information or documentation from the Customer and/or the Vendor, including but not limited to proof of identity, proof of delivery, invoices, order confirmations, shipment tracking records, communications between the parties, photographs, videos, or any other evidence reasonably required for investigating the dispute.

Where the payment dispute relates to an order fulfilled by an independent Vendor, Florvanta may obtain information and supporting evidence from the Vendor for submission to the payment gateway, acquiring bank, issuing bank, or card network.

The Customer agrees to cooperate in good faith during the investigation and provide any information reasonably requested. Failure to provide requested information within the prescribed time may adversely affect the resolution of the dispute.

20. Chargeback Investigation and Resolution

Florvanta shall review every payment dispute or chargeback on a case-by-case basis.

During the investigation, Florvanta may consider, among other things:

• payment confirmation records;
• order details;
• shipment tracking information;
• delivery confirmation;
• proof of delivery provided by logistics partners;
• electronic acceptance records;
• communications exchanged between the Customer and Vendor;
• quality inspection reports;
• refund records;
• any evidence submitted by the Customer or Vendor.

Where a chargeback is found to be valid, Florvanta and/or the Vendor shall process the applicable refund or take other appropriate remedial action in accordance with applicable law and this Policy.

Where the evidence demonstrates that the goods or services were properly supplied, delivered, or otherwise fulfilled in accordance with the applicable order, Florvanta and/or the Vendor reserve the right to contest the chargeback before the relevant payment service provider, bank, card network, or other competent authority.

Florvanta’s role in the chargeback process is limited to facilitating communication, collecting relevant documentation, coordinating with the Vendor and payment service providers, and assisting in the resolution of the dispute. The final determination regarding any chargeback shall be made by the relevant issuing bank, payment network, card scheme, UPI participant, or other competent payment authority in accordance with applicable rules and regulations.

Nothing in this Policy shall restrict or prejudice any statutory rights available to Customers under applicable consumer protection laws.

21. Fraudulent or Abusive Chargebacks

Customers shall not initiate chargebacks in bad faith or after receiving the goods or services while retaining the benefit of the transaction without a lawful basis.

Where Florvanta reasonably determines that a chargeback has been initiated fraudulently, abusively, or in violation of applicable law or payment network rules, Florvanta reserves the right, to the extent permitted by law, to:

• contest the chargeback;
• suspend or restrict the Customer’s account;
• recover any amounts, fees, penalties, or losses incurred by Florvanta or the Vendor arising from such fraudulent or abusive chargeback;
• refuse future transactions where permitted by applicable law; and
• take any other legal or contractual action available.

Nothing in this clause shall limit a Customer’s right to raise a genuine payment dispute or exercise any rights available under applicable law.

22. Grievance Redressal

Customers who are dissatisfied with the outcome of a return or refund request may contact:

Email: grievance@florvantashop.com

The complaint should include:

• Order ID;
• Return Reference Number;
• Brief description of the issue;
• Supporting documents or photographs.

Complaints shall be handled in accordance with Florvanta’s Grievance Redressal Policy.