Refund policy

Aniyor Marketplace

Refund, Return & Cancellation Policy

Last Updated: 12 Sep 2026

This Refund, Return & Cancellation Policy (“Policy”) explains the framework applicable to refunds, returns, cancellations and service-related claims on the Aniyor Marketplace (“Aniyor”, “we”, “us” or “our”).

Aniyor is a marketplace connecting customers with independent Sellers and service providers. Sellers remain responsible for the products and services they offer, subject to applicable law and the terms of their marketplace participation.

For eligible physical products, Aniyor provides a standard 7-day return window, subject to the conditions, exclusions and claim requirements set out in this Policy.

Nothing in this Policy limits any consumer right, remedy or protection that cannot lawfully be excluded or restricted under applicable law.

1. Scope

This Policy applies to purchases and bookings made through Aniyor, including:

physical products;
food, prasadam and other consumables;
devotional and spiritual products;
personalised or customised products;
digital products, where applicable;
services and professional services;
bookings, experiences, events and activities; and
other offerings made available through the Marketplace.

Different rules may apply depending on the nature of the offering.

2. Standard 7-Day Product Return Window

Unless a product is specifically identified as non-returnable or falls within an excluded category under this Policy, eligible physical products may generally be returned within 7 days from the date of delivery.

The 7-day period applies to eligible products and does not automatically apply to:

perishable or fresh products;
food or prasadam where return is unsuitable because of its nature;
personalised or customised products;
made-to-order products;
opened hygiene or personal-care products where return is restricted;
digital products;
gift cards;
products specifically marked as non-returnable; or
products where return is restricted by applicable law, safety, hygiene or regulatory requirements.

The 7-day return window does not restrict any statutory consumer right or remedy that may apply independently.

3. Seller-Specific Conditions

Sellers may establish reasonable product-specific conditions within the framework of this Policy.

A Seller may specify:

whether an otherwise eligible product is non-returnable where permitted;
permitted return reasons;
product-condition requirements;
evidence required for certain claims;
exchange or replacement conditions;
return shipping arrangements;
warranty conditions; and
other reasonable conditions relevant to the product.

Such conditions will be communicated through the relevant product listing or order information where applicable.

Seller conditions cannot override applicable consumer protection laws or other mandatory legal requirements.

4. Service Guarantees

Services may have a separate Seller-defined service guarantee.

The available guarantee period may include:

No Guarantee / 0 Days
3 Days
7 Days

A Seller may offer a different period where permitted and clearly disclosed on the relevant listing.

4.1 What a Service Guarantee Means

A service guarantee is a Seller-defined commitment concerning the quality, completion, scope, performance or other specified aspect of the service.

The Seller should clearly state:

the duration of the guarantee;
what the guarantee covers;
what is excluded;
the conditions for making a claim; and
the remedy that may be available, such as rectification, re-performance, partial refund or full refund.

A service guarantee is not automatically a guarantee of satisfaction unless expressly stated by the Seller.

4.2 Raising a Service Claim

If a customer believes that a service has not been provided in accordance with the agreed terms, the customer should raise the issue through Aniyor or the applicable Seller communication channel as soon as reasonably possible and within the applicable guarantee period.

The Seller should first be given a reasonable opportunity to clarify, rectify or otherwise resolve the issue.

Aniyor may facilitate communication or review a dispute where appropriate.

4.3 Payment Release for Services

Where Aniyor's payment and marketplace arrangements provide for delayed settlement for a particular service, Seller settlement may be scheduled in accordance with the applicable settlement rules and any disclosed guarantee period.

A guarantee period does not by itself mean that Aniyor will necessarily hold funds for the entire period in every transaction.

Where a dispute, cancellation or refund is raised, the applicable payment, settlement and dispute procedures will determine whether funds are held, adjusted, reversed or refunded.

5. Eligible Product Return Reasons

Depending on the product and applicable conditions, a return or refund request may be raised for reasons including:

Damaged Product
Defective Product
Wrong Product Delivered
Wrong Variant, Size or Quantity
Missing Items or Components
Product Not as Described / Material Misrepresentation
Size or Fit Issue, where applicable
Change of Mind, where offered for the applicable product
Other legitimate reasons supported by the applicable product policy or law

Aniyor or the Seller may request reasonable information or evidence to assess the claim.

6. Return Eligibility

A return request may generally be accepted where:

the product is eligible for return;
the request is submitted within the applicable 7-day return period;
the reason falls within the applicable return conditions;
the product satisfies the applicable condition requirements;
required evidence has been provided where reasonably requested; and
the product has not been improperly used, altered or damaged after delivery.

For certain products, the Seller may require the product to be unused, unopened and accompanied by original packaging, tags, accessories, documentation or other components.

These requirements will not apply where they would unlawfully restrict a customer's statutory rights.

7. Return Claim Evidence

To help protect both customers and Sellers, Aniyor or the Seller may request reasonable evidence supporting a return or refund claim.

Depending on the nature and value of the claim, evidence may include:

Level 1 — No Evidence Required

No photographs or videos are required. The claim may be assessed using order and transaction information.

Level 2 — Photos

Clear photographs showing the product and the reported issue.

Level 3 — Continuous Unboxing Video

A single, uninterrupted video showing:

the sealed package before opening;
shipping label and package condition;
opening of the package;
the contents received; and
the reported issue.

Level 4 — Photos + Continuous Unboxing Video

Both photographs and an uninterrupted unboxing video.

Level 5 — Additional Verification

For certain products or higher-value claims, the Seller may reasonably request additional verification, which may include:

live video verification;
additional photographs;
serial number verification;
packaging or accessory verification; or
other reasonable documentation.

Evidence requirements should be proportionate to the product and nature of the claim.

8. Continuous Unboxing Video

Where an unboxing video is requested or required, the video should:

begin before opening the sealed package;
clearly show the shipping label;
show the condition of the package;
record the opening continuously;
show all contents received; and
clearly capture the reported damage, defect, missing item or incorrect product.

An edited, incomplete or substantially interrupted video may be insufficient to establish a claim where continuous evidence has specifically been requested.

However, the absence of an unboxing video does not by itself remove any statutory consumer right or prevent Aniyor from considering a claim based on other available evidence.

9. Failure to Provide Required Evidence

Where a reasonable evidence requirement has been clearly disclosed and the customer does not provide the requested evidence, this may be taken into consideration when evaluating the claim.

Aniyor or the Seller may request additional information or review the circumstances where appropriate.

A claim will not be rejected solely on an evidence requirement where doing so would conflict with applicable law.

10. Perishable, Food & Expiry-Dated Products

Perishable products, including certain food, prasadam, flowers, plants, dairy products and other fresh products, may be non-returnable because of their nature.

However, customers may still report legitimate issues such as:

damaged product;
defective or spoiled product;
wrong product;
missing items;
material misrepresentation; or
other issues for which a refund, replacement or other remedy is required under applicable law or the Seller's policy.

Such issues should be reported as soon as reasonably possible after delivery.

The Seller may request appropriate evidence, including photographs, packaging information, batch information or other relevant details.

11. Non-Returnable Products

The following categories may generally be non-returnable unless otherwise stated by the Seller or required by law:

perishable goods;
fresh food and dairy products;
flowers and plants;
personalised or customised products;
made-to-order products;
opened hygiene or personal-care products where return is legally restricted;
digital products or downloadable content;
gift cards;
products specifically marked as non-returnable; and
products where return is restricted because of health, hygiene, safety or regulatory requirements.

Hazardous materials, flammable liquids, gases and other restricted products may not be listed on Aniyor except where legally permitted and subject to applicable requirements.

12. Damaged Products

Customers should inspect their order upon delivery where reasonably possible.

If an item arrives visibly damaged, the customer should report the issue promptly through the applicable Aniyor return/refund mechanism or Seller communication channel.

The customer may be requested to provide:

photographs of the package;
photographs of the product;
shipping label;
packaging condition;
unboxing video, where applicable; and
other information reasonably required to investigate the claim.

Where the damage occurred before or during delivery and the claim is valid, the applicable Seller, logistics provider or Aniyor process will determine the appropriate remedy.

13. Wrong Product or Missing Items

If a customer receives:

a different product from the one ordered;
an incorrect variant, size, quantity or configuration; or
an order with missing components,

the customer should report the issue promptly.

The Seller may provide an appropriate remedy, which may include:

replacement;
missing-item fulfilment;
exchange; or
refund.

14. Change of Mind

Change-of-mind returns are not automatically available for every product.

Where a Seller offers change-of-mind returns, the applicable product listing may specify reasonable conditions concerning:

the 7-day return window;
unused condition;
original packaging;
tags and accessories;
return shipping costs; and
refund or exchange.

Change-of-mind exclusions do not affect mandatory consumer rights.

15. Exchanges

A Seller may offer an exchange where stated on the listing or where otherwise agreed.

An exchange may be subject to:

product availability;
applicable return conditions;
price differences;
shipping charges; and
Seller-specific conditions.

Where an exchange is unavailable, the customer may be required to return the original product and place a new order.

16. Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched, subject to:

the applicable Seller cancellation conditions;
the nature of the product or service;
whether the order has already been prepared or customised; and
applicable law.

Certain made-to-order, personalised, perishable, digital or time-sensitive products/services may not be cancellable once processing has commenced, except where required by law.

Aniyor may cancel an order in circumstances permitted under the Terms of Service, including product unavailability, payment failure, Seller failure, pricing errors, fraud concerns, serviceability restrictions or regulatory requirements.

17. Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible.

Where cancellation is unavailable, the customer may instead be required to follow the applicable return or refund process.

Refusal to accept a shipment may result in additional processing, return or shipping consequences depending on the circumstances and applicable Seller policy.

18. Refund Eligibility

Subject to applicable law and the applicable product or service conditions, refunds may be considered for legitimate circumstances including:

approved product returns;
damaged or defective products;
wrong products;
missing items;
material misrepresentation;
eligible non-delivery;
eligible service failures;
approved cancellations;
Seller-approved refunds; or
other circumstances where a refund is required by applicable law.

A refund is not automatically available merely because a customer is dissatisfied where the product or service conforms to the applicable terms and no refund right otherwise applies.

19. Partial Refunds

A Seller may offer a partial refund where appropriate, including where:

the issue is minor;
the customer retains the product;
only part of an order is affected; or
a service was partially delivered.

A partial refund does not prevent a customer from exercising a mandatory statutory right where applicable.

20. Refund Process

The general process is:

Step 1 — Customer Raises a Request

The customer submits a return, cancellation or refund request through the applicable Aniyor mechanism or Seller communication channel.

The customer should provide:

order number;
reason for the request;
photographs/videos where required;
relevant supporting information; and
any other reasonably requested evidence.

Step 2 — Seller Reviews

The Seller reviews the request and may contact the customer for clarification or additional evidence.

The Seller may offer a replacement, repair, exchange, service correction or other appropriate resolution.

Step 3 — Decision

The request may be:

approved;
partially approved;
rejected with reasons; or
escalated for further review.

Step 4 — Return, Where Applicable

If a physical return is required, the customer must follow the applicable return instructions.

The product may be inspected after receipt.

Step 5 — Refund Initiation

Once a refund becomes payable, the refund will be initiated through the applicable payment or marketplace process.

The date on which a refund is initiated by Aniyor is not necessarily the date on which the funds will be credited to the customer's account.

21. Refund Amount

Unless otherwise stated or required by law, the refund may include the amount attributable to the returned or cancelled product/service.

Shipping charges may or may not be refundable depending on:

the reason for the return;
the applicable Seller policy;
whether the Seller was responsible for the issue;
applicable logistics terms; and
applicable law.

Where a return is due to a Seller-related issue, the applicable Seller or marketplace process may provide for return shipping costs to be borne by the Seller.

22. Refund Processing Time

Aniyor will endeavour to initiate approved refunds promptly once the applicable refund conditions have been satisfied.

After Aniyor initiates a refund, the time taken for the amount to actually appear in the customer's account may depend on:

Razorpay or the applicable payment gateway;
the payment method used;
UPI, card or other payment networks;
the customer's bank or financial institution;
settlement and processing cycles;
weekends and bank holidays; and
other circumstances outside Aniyor's reasonable control.

Accordingly, Aniyor does not guarantee that an approved refund will be credited to the customer's account within a fixed number of business days.

Where a refund reference or transaction reference is available, the customer should retain it for tracking or communication with the relevant payment provider.

23. Payment Gateway & Refund Limitations

Refunds are generally processed through the payment mechanism used for the original transaction.

Where the original payment method cannot receive the refund for technical, regulatory or other legitimate reasons, Aniyor may determine an appropriate alternative method consistent with applicable law and payment regulations.

Aniyor does not control the processing timelines of Razorpay, banks, card networks, UPI providers or other external payment institutions.

24. Seller Responsibilities

Sellers must:

clearly communicate applicable product return and refund conditions;
accurately identify non-returnable products;
clearly state service guarantee conditions, where applicable;
honour their published policies;
respond to customer claims within a reasonable time;
provide appropriate remedies where a claim is valid;
comply with applicable consumer protection laws;
cooperate with Aniyor in resolving disputes; and
maintain appropriate records of claims and resolutions.

A Seller may not create or apply a return/refund condition that is misleading, unfair or contrary to applicable law.

25. Customer Responsibilities

Customers should:

review the product or service listing before purchase;
understand applicable return and cancellation conditions;
inspect products upon delivery where reasonably possible;
report problems promptly;
provide truthful and complete information;
provide required evidence where reasonably requested;
cooperate with reasonable verification procedures; and
avoid fraudulent, abusive or repeated unjustified claims.

26. Aniyor's Role

Aniyor operates the marketplace and provides technology and marketplace infrastructure through which customers and Sellers can transact and communicate.

Depending on the transaction, Aniyor may:

provide tools for raising return/refund requests;
facilitate communication between customer and Seller;
facilitate payment and refund processing;
coordinate with logistics partners;
request supporting evidence;
review disputes;
assist in resolving disagreements;
enforce marketplace policies; and
take action against fraudulent or abusive activity.

Aniyor may intervene where a Seller appears to have violated Aniyor's policies, applicable law or fair marketplace practices.

However, the Seller remains responsible for the products and services it offers and for its obligations as the applicable Merchant of Record.

Aniyor does not guarantee that every Seller will approve every refund or return request.

27. Dispute Review

Where a customer and Seller cannot resolve a legitimate return or refund issue directly, the matter may be escalated through Aniyor's applicable grievance or dispute-resolution process.

Aniyor may request information from both parties and review:

order information;
listing information;
Seller policy;
customer communications;
photographs or videos;
delivery and tracking information;
payment information; and
other relevant evidence.

Aniyor may determine an appropriate marketplace action where permitted by its policies and applicable law.

Any statutory consumer rights or remedies available to a customer remain unaffected.

28. Fraud & Abuse Prevention

Aniyor may investigate suspicious or repeated return and refund activity.

Fraudulent, misleading or abusive conduct may result in:

rejection of a claim;
cancellation of an order;
restriction of return privileges;
suspension or termination of an account; or
other action permitted under the Terms of Service and applicable law.

Examples may include intentionally damaging products after delivery, submitting false claims, manipulating evidence, repeated fraudulent claims, or attempting to obtain both a refund and retain the product without entitlement.

29. International Orders

For international orders, return, refund, cancellation and customs arrangements may differ depending on:

destination country;
Seller policy;
applicable consumer law;
customs requirements;
shipping provider;
import restrictions; and
the nature of the product.

Where mandatory consumer cancellation or cooling-off rights apply in the destination jurisdiction, those rights will be respected to the extent applicable.

International customers should review the applicable Seller and destination-country terms before placing an order.

30. Gift Cards

Gift cards are generally non-returnable and non-refundable except where required by applicable law or specifically stated in the applicable Gift Card Terms.

Gift cards may be subject to separate terms concerning:

validity;
redemption;
transferability;
cancellation; and
permitted uses.

31. Digital Products

Digital products, downloads, courses or electronically delivered content may be non-returnable once access or delivery has commenced, subject to the applicable Seller policy and applicable law.

Where a digital product is defective, inaccessible or materially different from its description, the customer should contact the Seller or Aniyor promptly.

32. Services, Events & Experiences

For services, events, retreats, courses, travel, bookings and other experiences, cancellation and refund eligibility may depend on:

the Seller's stated cancellation policy;
booking date;
service or event date;
preparation already undertaken;
availability;
non-refundable third-party costs; and
applicable law.

The applicable cancellation terms should be reviewed before booking.

33. Policy Changes

Aniyor may update this Policy from time to time to reflect changes in its marketplace operations, technology, Seller processes, payment systems, logistics arrangements or applicable law.

The updated Policy will be published on the Platform with a revised “Last Updated” date.

The Policy applicable to a transaction will generally be determined based on the terms applicable at the time of the transaction, subject to subsequent changes required by law or necessary to administer an existing order.

34. Contact

For questions regarding a return, refund or cancellation, customers should first use the return/refund mechanism available for the relevant order or contact the applicable Seller through the Aniyor Platform.

For marketplace-level assistance or unresolved issues:

Aniyor Marketplace Private Limited
Innov8 Times Square, Unit No-2, 4th Floor, A Wing,
Times Square Building, Andheri-Kurla Road, Marol Naka,
Andheri (East), Mumbai, Maharashtra – 400059, India.

Email: vicky@aniyor.net

For formal grievances, please refer to the Grievance Redressal provisions in Aniyor's Terms of Service.

35. Acceptance

By placing an order or booking through Aniyor, the customer acknowledges that:

the applicable product or service listing and applicable conditions should be reviewed before purchase;
eligible physical products generally have a standard 7-day return window, subject to the exclusions and conditions in this Policy;
certain products, services and experiences may have different cancellation, refund or non-returnable conditions;
this Policy provides the general marketplace framework;
Sellers remain responsible for their products, services and applicable Seller obligations;
refund initiation and actual credit to the customer's account may occur at different times; and
nothing in this Policy limits rights or remedies that cannot legally be excluded under applicable law.