1. Overview
At Zantara, we strive to ensure a positive shopping experience for all our users. This Refund and Return Policy outlines the conditions under which Buyers may request a refund or return products purchased through our digital marketplace platform.
As a marketplace platform, Zantara facilitates transactions between independent Buyers and Sellers. This policy establishes the framework for handling refunds and returns within the platform.
2. Eligibility for Refund or Return
2.1 Qualifying Conditions
A refund or return may be requested under the following circumstances:
- Item Not Received: The ordered product was not delivered within the estimated delivery timeframe
- Wrong Item Received: The product delivered is different from what was ordered
- Damaged or Defective Product: The product arrived in a damaged or defective condition
- Product Not as Described: The product significantly differs from the seller's description or listing images
- Counterfeit Product: The product received is a counterfeit or unauthorized replica
2.2 Non-Qualifying Conditions
Refund or return requests may not be accepted in the following cases:
- Change of mind after the order has been shipped
- Products that have been used, worn, or altered after delivery
- Products with removed tags, labels, or original packaging
- Perishable goods that have been consumed or expired
- Customized or personalized items (unless defective)
- Digital products or services that have been accessed or consumed
3. Refund Request Process
3.1 How to Request a Refund
To request a refund or return, follow these steps:
- Submit a Request: Open the Zantara app, navigate to your Order History, select the relevant order, and tap "Request Refund/Return"
- Provide Evidence: Include clear photos or videos of the issue, along with a detailed description of the problem
- Wait for Review: The Seller will be notified and has a specified period to respond to your request
- Resolution: Zantara will review the case and determine the appropriate resolution
3.2 Timeframe for Requests
Refund or return requests must be submitted within the following timeframes:
- Item Not Received: Within 7 days after the estimated delivery date
- Damaged/Wrong/Not as Described: Within 3 days of receiving the product
- Counterfeit Products: Within 7 days of receiving the product
4. Return Process
4.1 Return Shipping
If a return is approved:
- The Buyer must return the product in its original condition and packaging
- Return shipping costs will be determined based on the reason for return:
- Seller's fault (wrong item, damaged, not as described): Return shipping is covered by the Seller
- Buyer's preference: Return shipping is at the Buyer's expense (if applicable)
- The product must be shipped within 5 business days after the return is approved
4.2 Return Inspection
Once the Seller receives the returned product, they will inspect it to confirm the reported issue. The Seller has 3 business days to verify the return and confirm acceptance.
5. Refund Methods
5.1 Refund Processing
Approved refunds will be processed as follows:
- Original Payment Method: Refunds are returned to the original payment method used for the purchase when possible
- Platform Credit: In some cases, refunds may be issued as platform credit that can be used for future purchases
- Bank Transfer: If the original payment method is unavailable, a refund may be processed via bank transfer
5.2 Refund Timeline
Refund processing times vary depending on the payment method:
- E-Wallet: 1–3 business days
- Bank Transfer: 3–7 business days
- Credit/Debit Card: 7–14 business days (depending on the issuing bank)
- Platform Credit: Immediately upon approval
5.3 Partial Refunds
In certain cases, a partial refund may be issued, such as:
- Only part of the order is affected
- The product has been partially used
- A mutual agreement between Buyer and Seller is reached for a partial refund
6. Dispute Resolution
6.1 Seller Response
When a refund or return request is submitted, the Seller has 3 business days to respond. If the Seller does not respond within this period, Zantara may automatically approve the refund request in favor of the Buyer.
6.2 Mediation by Zantara
If the Buyer and Seller cannot reach an agreement, Zantara will step in as a mediator:
- Both parties will be asked to provide supporting evidence
- Zantara's support team will review all available information
- A final decision will be made within 5 business days
- Zantara's decision on disputes is final and binding
7. Cancellations
7.1 Order Cancellation by Buyer
Buyers may cancel an order before the Seller has processed it. Once the order has been shipped, cancellation is no longer possible, and the return process must be followed instead.
7.2 Order Cancellation by Seller
Sellers may cancel an order if the product is out of stock or cannot be fulfilled. In such cases, the Buyer will receive a full refund automatically.
8. Seller Obligations
Sellers are expected to:
- Provide accurate product descriptions and images
- Ship products in proper packaging to prevent damage
- Respond to refund/return requests within the specified timeframe
- Accept returns for valid claims as outlined in this policy
- Process refunds promptly upon receiving returned items
9. Buyer Obligations
Buyers are expected to:
- Inspect products upon receipt and report issues promptly
- Provide truthful and accurate information in refund/return requests
- Return products in their original condition with all accessories and packaging
- Not misuse the refund and return system
10. Abuse Prevention
Zantara reserves the right to limit or suspend refund privileges for accounts that exhibit patterns of abuse, including but not limited to:
- Frequent refund requests without valid reasons
- Returning used or altered products
- Filing false claims or providing misleading evidence
11. Changes to This Policy
We reserve the right to modify this Refund and Return Policy at any time. Changes will be effective upon posting on the Platform. We encourage users to review this policy periodically.
12. Contact Us
If you have any questions about this Refund and Return Policy, or need assistance with a refund or return request, please contact us: