Refund Policy

Trifta is a peer-to-peer marketplace. Each sale is directly between the buyer and the individual seller. This policy sets out when a buyer is entitled to a refund, how to request one, and how long it takes to be processed.

1. When You Can Request a Refund

You may be eligible for a refund in the following situations:

• Item not received: the seller failed to ship within their stated dispatch window, or the item was lost in transit without delivery confirmation.
• Item significantly not as described: the item that arrived is materially different from the listing in terms of brand, size, colour, condition, or authenticity.
• Item damaged in transit: the item arrived with damage not disclosed in the listing.
• Seller-approved return: if the seller's shop policy accepts returns, you may return the item within the window shown on the product page (typically 7-15 days from delivery).

2. When You Cannot Request a Refund

• Change of mind: you no longer want the item, if the seller's shop policy does not accept returns for change of mind.
• Fit issues on correctly-described items: the item matches the listed size but does not fit you.
• Minor cosmetic variation: such as a small shade difference between the photo and the real item, within reasonable tolerance for second-hand goods.
• After the dispute window: disputes must be filed within five (5) days of delivery. After that, refunds are at the seller's discretion only.

3. How to Request a Refund

1. Open the order in the Trifta app.
2. If the seller accepts returns and the item fits one of the eligible reasons in Section 1, tap Return item and follow the prompts.
3. If the seller does not accept returns, or if you believe the item was significantly not as described, tap Report a problem to open a dispute.
4. Provide a clear description of the issue and attach photos. Trifta's support team will review within three (3) business days.

4. How Disputes Are Resolved

When a dispute is opened, the payout to the seller is placed on hold. Trifta's support team will:

1. Request additional information from both the buyer and the seller.
2. Review evidence (photos, messages, shipping records, listing details).
3. Rule in favour of a full refund, partial refund, or release of payout to the seller (dispute closed in seller's favour).

Our ruling is final at the Platform level. Trifta reserves the right to require the buyer to return the item (at the seller's cost) as a condition of issuing a full refund.

5. Refund Timelines

• Approved refunds are initiated within three (3) business days of approval.
• Credit for the refund is issued to the same payment method used at checkout (UPI, card, net-banking, wallet).
• Settlement to your bank account typically takes 5-7 business days from the date of refund initiation, depending on your bank and payment method.
• You will receive an email and in-app notification at each step.

6. Partial Refunds

In certain cases - for example, a small undisclosed defect in an otherwise correct item - we may offer a partial refund negotiated between buyer and seller. The buyer keeps the item and receives a portion of the paid amount back.

7. Cancellations Before Shipping

You may request to cancel an order before the seller marks it as shipped. Approval is at the seller's discretion. If approved, the full amount (including delivery fee) is refunded on the above timeline.

8. Platform Fee

On full refunds, Trifta's platform fee is refunded in full alongside the item price. On partial refunds, the platform fee is adjusted proportionally.

9. Fraudulent Chargebacks

If a buyer initiates a chargeback through their bank for a transaction that was legitimately delivered and not disputed through our process, Trifta reserves the right to pursue recovery and suspend the buyer's account.

10. Contact

Questions about a specific refund or dispute? Email support@trifta.in with your order number and a description of the issue. We respond within 24 hours on business days.