Refund policy
Escrow-held funds · 3h inspection window · refunds to original payment method
Escrow protection
Every order is escrow-held. If it doesn't match the listing, we step in before the seller is paid.
3-hour inspection window
Inspect the item at delivery and raise a dispute within 3 hours if something's wrong.
Evidence-based review
Raise it from your account with photos. We review against the seller's dispatch documentation.
Refund to your payment method
Approved refunds go back to the original payment method — no VivahMandi wallet, no store credit.
How escrow & refunds work
VivahMandi holds buyer payment in escrow via our payment partner, Cashfree, from the moment you pay until your order is confirmed. There is no physical “return” process — for equipment like LED walls, staging, truss and gensets, shipping an item back isn’t realistic. Instead, disputes are resolved against the seller’s required condition-grading photos and dispatch documentation, plus any evidence you provide.
When can I raise a dispute?
You can raise a dispute, within the inspection window, if:
- The item doesn't match the listing description or condition grade
- The item has major undisclosed damage or defects
- You received the wrong item
- The item never arrived
Timeline
- Inspection window: 3 hours from delivery to confirm the order or raise a dispute
- Seller response: up to 48 hours to respond with their side and evidence
- Our review: our team reviews the listing, dispatch documentation and both parties’ evidence, typically within 24–48 hours of the seller’s response
- Refund processing: once approved, Cashfree processes the refund to your original payment method — typically 3–5 business days for UPI/net banking, 5–7 business days for cards
If you don’t confirm the order or raise a dispute within the inspection window, it’s treated as accepted and escrow releases to the seller automatically — so please inspect promptly.
How to raise a dispute
- Go to My orders in your account
- Find the order and open Raise a dispute
- Select a reason, describe the issue, and attach photos as evidence
- The seller is notified and has up to 48 hours to respond
- Our team reviews the evidence and dispatch documentation and makes a decision
- If approved, your refund is issued to the original payment method
Non-refundable situations
Refunds are typically not available for:
- Change of mind after purchase (unless the seller agrees)
- Minor variations from photos (lighting, colour perception, normal wear consistent with the stated condition grade)
- Damage that occurred after delivery due to buyer handling
- Disputes raised after the inspection window has closed
Dispute resolution
If the buyer and seller can’t agree, VivahMandi mediates. Our team reviews the listing, condition-grading photos, dispatch documentation, and communication between both parties to decide. Our decision is final and binding for the purposes of the escrow release, without prejudice to either party’s legal rights.
Refund methods
Approved refunds are always issued to your original payment method via Cashfree — we do not operate a VivahMandi wallet or store credit.
- UPI / net banking: typically 3–5 business days
- Credit / debit card: typically 5–7 business days, depending on your bank
Contact support
Need help with a dispute or refund? Email support@vivahmandi.com.