Product Authenticity & Consumer Protection

1. Purpose & Scope

This policy is designed to protect customers using SEVAZO and establish marketplace standards for product authenticity, product information, safety, seller accountability, complaints, returns and consumer remedies.

It applies to products listed or offered through the SEVAZO marketplace, subject to category-specific laws, licences, standards, certifications and exclusions that may apply to particular goods.

Where a product is subject to a specific law, regulator, licence, certification, standard, labelling requirement, safety requirement or recall requirement, that requirement applies in addition to this policy.

2. SEVAZO's Marketplace Role

SEVAZO operates as a technology-enabled marketplace and facilitates product discovery, digital ordering, marketplace operations, customer support and delivery coordination between customers and participating sellers.

Unless expressly stated otherwise, the relevant seller owns or controls the inventory and is responsible for supplying the listed product, maintaining required licences and registrations, ensuring product conformity, issuing applicable seller invoices and complying with laws applicable to that product and business.

SEVAZO remains responsible for its own obligations as an e-commerce entity, marketplace operator and service provider under applicable law. Nothing in this policy excludes or limits any responsibility that cannot lawfully be excluded.

3. Product Authenticity

SEVAZO expects every seller to list and supply genuine, lawful and accurately described products.

SEVAZO may request supporting documents or information from a seller when authenticity, safety, legality, origin, quality or compliance is questioned.

4. Seller Responsibilities

Each seller is responsible for ensuring that its listings and products comply with applicable laws.

• Provide truthful and complete seller/business information required by law and SEVAZO onboarding procedures.
• List only products that the seller is legally entitled to sell.
• Maintain accurate inventory and product availability.
• Use accurate product images and descriptions.
• Not manipulate MRP, discounts, ratings, reviews, availability or product claims.
• Provide applicable invoices and tax documentation.
• Maintain required purchase/source documents and compliance records.
• Cooperate with authenticity, safety, complaint, recall and regulatory investigations.
• Immediately inform SEVAZO of known or suspected counterfeit, unsafe, recalled or unlawful products.
• Comply with category-specific licences, registrations, certifications and labelling requirements.

5. Seller Verification & Due Diligence

SEVAZO may conduct risk-based seller verification before or after onboarding.

Verification may include:

• Business identity
• Contact details
• Business address
• GST information where applicable
• Bank/settlement information
• Product category eligibility
• Brand authorization where relevant
• Purchase/source invoices
• Licences and registrations
• Product certifications where applicable

Verification does not mean that SEVAZO independently guarantees every product's authenticity or safety.

Sellers remain responsible for their legal and product obligations while SEVAZO may conduct platform-level checks and take appropriate action when concerns arise.

SEVAZO may request additional documents, restrict listings, suspend orders, or temporarily suspend a seller while a material compliance concern is investigated, subject to applicable contracts and law.

6. Product Listing & Information Standards

Product information displayed to customers must be clear, accurate, current and sufficient for an informed purchase decision.

7. Packaged Goods & Legal Metrology

Where products are pre-packaged commodities subject to applicable Legal Metrology requirements, sellers must ensure the required declarations are present and accurate.

Depending on the product, mandatory information can include manufacturer/packer/importer information, common or generic name, net quantity, MRP, unit sale price, consumer-care details, country of origin and applicable date information.

For e-commerce transactions, applicable mandatory declarations must be made available/displayed through the digital or electronic network as required by law.

SEVAZO may restrict a listing where required information is missing, misleading, inconsistent or appears non-compliant.

8. Regulated, Licensed & Special Categories

Certain products require additional licences, registrations, certifications, labelling, storage conditions, seller qualifications or regulatory approvals.

• Food: Applicable food safety, FSSAI, labelling, storage and other requirements may apply.
• Medicines / Medical Products: Applicable drug, medical-device, prescription, pharmacy and regulatory requirements may apply. Categories not supported by SEVAZO may be prohibited.
• Cosmetics: Applicable cosmetics, manufacturing/import, labelling and safety requirements must be met.
• Electronics / Electrical Products: Applicable BIS/standards, safety, warranty, e-waste and other requirements may apply.
• Toys / Children's Products: Applicable safety and standards requirements must be satisfied.
• Automotive Products: Applicable safety, compatibility and regulatory requirements must be satisfied.
• Alcohol, Tobacco, Nicotine & Age-Restricted Products: Only where legally permitted, appropriately licensed and expressly supported by SEVAZO.
• Weapons, Hazardous Goods & Unlawful Products: Prohibited unless expressly permitted by applicable law and SEVAZO's policies.

SEVAZO may maintain and update a Restricted & Prohibited Products list according to law, regulatory guidance, risk and platform capability.

9. Counterfeit, Fraudulent & Misleading Products

The following are prohibited on SEVAZO:

• Counterfeit or imitation branded goods presented as genuine.
• Unauthorized use of trademarks, logos, brand names, copyrighted images or other intellectual property.
• Stolen or unlawfully obtained goods.
• Unauthorized or illegally diverted products where sale/distribution is unlawful.
• Refilled, tampered, resealed or deceptively repackaged products.
• Altered serial numbers, batch numbers, labels or authenticity marks.
• Expired or recalled products where sale is prohibited or unsafe.
• False origin, certification, health, performance, safety or warranty claims.
• Fake discounts or manipulated MRP.
• False scarcity or false urgency.
• Products materially different from the listing.

Where credible concerns arise, SEVAZO may remove or restrict the listing, request evidence, suspend the seller, hold or adjust settlement where contractually permitted, coordinate a customer remedy and cooperate with competent authorities where required or appropriate.

10. Customer Product Checks

Customers are encouraged to inspect products at delivery or as soon as reasonably possible, subject to the applicable Return & Refund Policy and mandatory statutory rights.

• Check product name, variant and quantity.
• Check visible condition and packaging.
• Check seals where applicable.
• Check batch/lot/serial number where relevant.
• Check expiry/use-by/best-before information where applicable.
• Check MRP and required label information.
• Check accessories and components.
• Keep invoice/order information.
• Report suspicious, wrong, damaged, missing, defective or counterfeit-suspected products promptly.

Customers should not use, consume or continue using a product where there is a reasonable safety concern.

11. Product Authenticity & Consumer Complaints

A customer may report a suspected counterfeit, wrong, damaged, missing, defective, unsafe, expired, materially misdescribed or otherwise non-compliant product through SEVAZO's available support or grievance channels.

Recommended complaint information

• Order number.
• Product name and seller.
• Reason for complaint.
• Photos/videos of product and packaging.
• Label, seal, serial/batch number where relevant.
• Invoice/order information where available.
• Any other evidence reasonably required for verification.

SEVAZO may issue a complaint/ticket/reference number where technically applicable so that the customer can track the complaint.

12. Complaint Investigation

Depending on the complaint, SEVAZO may coordinate with the seller, delivery partner, payment provider or other relevant party to verify the transaction.

Investigation may include

• Review of order and delivery records.
• Review of seller information.
• Review of product listing and product images.
• Review of invoices or purchase/source records provided by the seller.
• Review of batch, lot or serial information where applicable.
• Review of photographs or videos submitted by the customer.
• Request for additional documents from the seller.
• Product return/inspection where reasonably necessary and permitted.

The extent of investigation will depend on the nature and seriousness of the complaint, available evidence, product category and applicable law.

13. Consumer Remedies

Depending on the facts, applicable law, product category and availability, possible remedies may include:

Nothing in this policy prevents a customer from exercising any mandatory statutory consumer remedy or approaching a competent authority/forum.

14. Returns, Refunds & Replacements

Returns, refunds, cancellations and replacements are governed by the applicable order terms and SEVAZO's detailed Return & Refund Policy, subject to applicable law.

• Wrong product, missing item, damaged product and material defect claims may require prompt reporting.
• Product-specific return windows may vary by category.
• Non-returnable categories may apply for hygiene, safety, perishability, regulatory or other legitimate reasons.
• Seller-specific policies cannot remove mandatory statutory consumer rights.
• Refund initiation and bank/payment-provider credit timing may differ.
• Suspected counterfeit or serious safety complaints may require additional verification.

15. Product Safety, Recalls & Emergency Concerns

SEVAZO may take precautionary action where it becomes aware of a credible product safety, regulatory, counterfeit or recall concern.

• Temporarily restrict or remove a listing.
• Stop accepting new orders for an affected product.
• Notify affected customers where appropriate and legally permissible.
• Coordinate with sellers and relevant authorities.
• Request batch/lot, source or compliance information.
• Support returns, refunds or other remedies where appropriate.

If a product presents an immediate health or safety concern, customers should stop using it and follow applicable manufacturer or competent-authority safety instructions. For emergencies, contact the appropriate emergency/public authority.

16. Reviews, Ratings, Advertising & Promotions

SEVAZO does not permit reviews, ratings, product claims or promotional content that is knowingly false, deceptive, manipulated or materially misleading.

• Reviews should reflect genuine customer experience.
• Fake reviews and review manipulation are prohibited.
• Incentivised reviews, where permitted, should be appropriately disclosed.
• Advertising claims must not materially mislead consumers.
• Offers and discounts must disclose material eligibility conditions.
• Product availability claims must not be intentionally deceptive.

Dark Patterns

SEVAZO does not intentionally use deceptive interface practices to manipulate a customer into an unintended purchase or decision.

This includes practices such as false urgency, basket sneaking, confirm-shaming, forced action, subscription traps, drip pricing, misleading claims and other prohibited or deceptive design patterns to the extent applicable under law and regulatory guidance.

17. Customer Data & Privacy

Customer personal information is handled according to SEVAZO's Privacy Policy and applicable data-protection law.

Information may be shared with sellers, delivery partners, payment providers and service providers only to the extent reasonably necessary for order fulfilment, support, payment, fraud prevention, safety, legal compliance or other disclosed purposes.

SEVAZO will not publish a customer's private phone number, address, email or precise location as public product information.

18. Grievance Redressal

SEVAZO maintains a grievance mechanism for customer complaints.

Complaints will be acknowledged and handled within the timelines prescribed by applicable law. Where a specific statutory timeline applies, that timeline will prevail.

19. Consumer Rights

SEVAZO respects consumer rights under applicable Indian consumer-protection law.

Nothing in this policy is intended to waive, restrict or contract out of a mandatory consumer right.

20. Records, Traceability & Cooperation

SEVAZO may maintain transaction, listing, seller, complaint and other records for periods required by applicable law, contracts, legitimate business needs and dispute-resolution requirements.

Sellers may be required to preserve invoices, purchase/source records, batch/lot details, serial numbers, licences, certificates and other documents relevant to authenticity, safety or legal compliance.

Where legally required, SEVAZO may cooperate with government authorities, regulators, law-enforcement agencies, consumer authorities or courts.

21. Platform Enforcement

Where SEVAZO identifies or reasonably suspects a material authenticity, safety, fraud or legal-compliance issue, it may take proportionate action under its Seller Terms, platform policies and applicable law.

• Warning or corrective action request.
• Listing correction or temporary restriction.
• Listing removal.
• Order restriction or cancellation where legally and operationally necessary.
• Seller suspension or termination.
• Settlement hold or adjustment where permitted by contract and law.
• Customer notification or remedy coordination.
• Cooperation with competent authorities.

Actions will be considered based on the nature, seriousness, evidence, recurrence and legal/regulatory requirements of the issue.

22. Applicable Law & Policy Hierarchy

This policy is intended to operate with the laws applicable to SEVAZO's marketplace activities in India, including applicable consumer-protection, e-commerce, legal-metrology, intellectual-property, product-safety, tax and sector-specific requirements.

If a provision of this policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail to the extent of the conflict.

Related SEVAZO Policies

• Customer Terms & Conditions
• Seller / Vendor Terms
• Privacy Policy
• Return & Refund Policy

23. Policy Changes

SEVAZO may update this policy from time to time to reflect changes in law, regulatory guidance, platform functionality, product categories, risk controls or business processes.

The latest version will be published on this page with an updated last-updated date. Material changes may be communicated through appropriate channels where required.

24. Contact SEVAZO

For product authenticity, counterfeit, safety, wrong-product, defective-product or consumer-protection concerns:

When contacting SEVAZO, please include your Order ID and relevant evidence where available.

Customer Safety Checklist