Refund & Dispute Policy

Cycle of Samsara (“COS”) is committed to keeping the platform safe, transparent, and fair for both buyers and sellers. Since all products sold here are pre-loved, our resolution process relies on accurate documentation and timely communication. This policy explains when refunds may be granted, what evidence is required, and how disputes are handled.

COS does not offer exchanges for any orders.

Policy Overview

All transactions on Cycle of Samsara are governed by this Refund & Dispute Policy. Our goals are to:

• Ensure fair and consistent treatment for buyers and sellers.
• Protect payments through an escrow-based system.
• Resolve disputes using clear documentation and timelines.
• Maintain high accountability and trust within the community.

When Refunds Are Eligible

Refunds or returns are considered only in the following situations:

a. Item Not as Described

• Significant difference from the listing description or photos.
• Missing details that change the item’s condition or value.
• Incorrect product delivered (brand, size, style, or colour mismatch).

b. Damaged or Defective Item

• Significant damage not disclosed in the listing.
• Structural issues (tears, major stains, faults) that affect use.

c. Seller Shipping Failure

• Seller does not ship the item within 5 days of accepting the order.

d. Shipping Partner Errors

• Verified loss or non-delivery confirmed by the courier.

Mandatory Documentation Requirements

To ensure transparency, COS requires full and clear evidence for all refund requests.

Your submission must include:

A continuous unboxing video showing:

• The sealed package before opening
• Shipping label clearly visible
• Entire unboxing in one uninterrupted shot
• Close-up of the item and the issue

• Photographs showing the exact problem or mismatch

Without both the video and photos, the claim will not be accepted. This requirement is non-negotiable.

Filing a Refund or Dispute

You must file a complaint within 3 days of delivery.

How to file:

• Submit the claim via the COS platform or official email.
• Provide:
  • A written summary of the issue
  • Unboxing video
  • Photographic evidence

Claims submitted after the 3-day window are not eligible.

Internal Review Process

Once your complaint is received, the COS support team will:

• Review all submitted evidence
• Compare it with the listing description and original photos
• Check if all platform rules were followed by both parties

Decision Outcomes

If approved:

• A full or partial refund may be issued, depending on the severity.
• Return instructions will be provided (if applicable).
• Refund will be issued after COS receives and validates the returned product.

If denied:

• Funds will be released to the seller.
• Both parties will receive a clear explanation of the decision.

Refund Timeline

• Refunds are processed within 7–10 business days of receiving and validating the returned product.
• Refunds are always released to the original payment method.

Non-Eligible Refund Situations

Refunds will not be issued in the following cases:

• No unboxing video or incomplete evidence
• Claims filed after the 3-day window
• Change of mind or buyer’s remorse
• Fit or styling dissatisfaction
• Product used, altered, or damaged after delivery
• Buyer did not follow the documentation protocol
• Minor wear consistent with second-hand fashion

Seller Protection & Escrow

• Payments remain in escrow until the 3-day inspection window closes.
• If no complaint is raised, funds are automatically released to the seller.
• In disputes, COS reviews all evidence and makes the final decision.
• Providing edited, manipulated, or misleading evidence may lead to suspension or a permanent ban.

Final Authority

Cycle of Samsara reserves full discretion to:

• Review all evidence submitted
• Interpret details of the dispute
• Approve or deny refunds
• Reject fraudulent or incomplete claims
• Take corrective action against the misuse of the platform

All decisions made by COS are final and binding.