Refund & Dispute Policy

Refunds or returns are considered only in these situations:

Minor wear consistent with pre-loved fashion is normal and does not qualify for a refund.

Claims raised after these time limits are not eligible.

Every claim must include:

• A continuous unboxing video showing:
  • the sealed package before opening;
  • the shipping label clearly visible;
  • the entire unboxing in one uninterrupted shot; and
  • a close-up of the Item and the issue.
• Photographs showing the exact problem or mismatch.

Without both the video and the photos, the claim will not be accepted. For counterfeit claims, we may also ask for the Item to be sent to our authentication partner for inspection.

• Use the "I have an issue" button on your order, or email customercare@cycleofsamsara.com.
• Include a written summary of the issue, the unboxing video and the photos.

Once we receive your claim, our support team will:

• review all evidence submitted;
• compare it with the listing description, photos and video; and
• check whether both parties followed our platform rules.

If your claim is declined: the funds are released to the Seller and both parties receive an explanation.

If an Item fails authentication, the Buyer receives a full refund, including any authentication fee paid. What happens to the Item is set out in Section 18 of our Terms and Conditions.

• Refunds are processed within 7–10 business days of receiving and checking the returned Item, or of confirming a cancellation, loss in transit or failed authentication.
• Refunds are always made to the original payment method.

Token amounts paid to reserve an Item are non-refundable if the Buyer does not pay the balance within the reservation period or cancels the reservation. They are refunded in full if the Seller cancels, the Item becomes unavailable, or the Item fails authentication or is not as described. See Section 10 of our Terms and Conditions.

• No unboxing video, or incomplete evidence.
• Claims raised after the time limits above.
• Change of mind or buyer's remorse.
• Fit, sizing or styling dissatisfaction.
• Items used, altered or damaged after delivery.
• The documentation requirements were not followed.
• Minor wear consistent with pre-loved fashion.

• Payments stay in escrow until the claim window closes.
• If no claim is raised, funds are released to the Seller automatically.
• If a counterfeit claim is upheld after the Seller has been paid, the Seller must repay the amount, and it may be deducted from future Payouts.
• Submitting edited, manipulated or misleading evidence may lead to suspension or a permanent ban.

Cycle of Samsara reviews all evidence, decides in good faith whether a refund is approved, and may reject fraudulent or incomplete claims and act against misuse of the platform. This process does not limit your rights under the Consumer Protection Act, 2019 or any other applicable law.