Fair Returns.
Clear Refunds.

This policy applies to purchases made through the SEVAZO website, application and related marketplace services.

SEVAZO operates as a marketplace and delivery platform connecting customers with participating sellers/vendors. Return, replacement and refund eligibility may vary by product category and seller terms.

Customers may request a return/refund where the delivered item is wrong, damaged, defective, incomplete or materially different from the order, subject to category-specific eligibility.

How to raise a request

• Open the relevant order in the SEVAZO app/website.
• Raise a support ticket and select the appropriate issue.
• Provide requested photographs, video or other supporting information.
• Keep the product, packaging, invoice and accessories available until review is completed.

Once a refund is approved, SEVAZO will initiate it through the applicable payment/refund mechanism.

After SEVAZO initiates a refund, bank, card-network or payment-provider processing time may vary and is outside SEVAZO's direct control.

SEVAZO may provide an in-platform wallet/credit mechanism for eligible refunds, promotional credits or other permitted transactions.

• Wallet credits may be used only as permitted by applicable wallet terms.
• A wallet refund is subject to approval of the underlying return/refund request.
• Promotional or bonus credits may have separate validity and usage conditions.
• Erroneous credits may be corrected or reversed after appropriate verification.

SEVAZO may offer different delivery commitments depending on product, seller, distance, location, availability, traffic and operational conditions. The applicable commitment shown at the time of order will prevail.

Delivery estimates can be affected by seller preparation, availability, traffic, weather, customer availability, access restrictions, exceptional demand, safety conditions and other circumstances beyond reasonable operational control.

Certain products may be non-returnable because of their nature, hygiene/safety considerations, customization, opened packaging, perishability or applicable manufacturer/seller terms.

Where applicable, the product page, seller terms or order screen may identify additional return restrictions before purchase.

To prevent misuse and resolve disputes fairly, SEVAZO may request reasonable evidence before approving a return, replacement or refund.

• Photos/video of the delivered product.
• Photos of packaging, seal, label or invoice.
• Details of the missing, wrong, damaged or defective item.
• Other information reasonably required to verify the claim.

SEVAZO may review available order, delivery and seller records. False, fraudulent or repeated abusive claims may be rejected and may result in appropriate account action under the platform's terms.

Sellers may dispute deductions, damage claims, cancellation-related charges or other order-level decisions through the seller support mechanism within the applicable dispute window.

Seller responsibilities may include

• Accurate product information and pricing.
• Correct item selection and quantity.
• Appropriate packaging and handover.
• Compliance with applicable product/category requirements.
• Cooperation with reasonable return/refund investigations.

Dispute review

SEVAZO may review order records, seller records, customer evidence, delivery information and other relevant information before deciding a dispute. If a seller-side deduction is found to be incorrect, SEVAZO may reverse or adjust it after review.

If an order cannot be fulfilled or delivered and the customer is eligible for a refund, SEVAZO will process the applicable refund after the order is cancelled/closed and the refund becomes due.

For orders containing multiple products, the refund may be calculated separately for affected item(s), delivery charges or other applicable components according to the circumstances of the order.

SEVAZO may update this policy when its services, product categories, payment methods, operational processes or applicable legal requirements change. The latest version published on the SEVAZO website will apply to orders placed after its effective date, unless otherwise required by law.