Refund Policy

Khaitily is a multi-vendor marketplace connecting customers with independent shops, designers, and tailors (“Vendors”). Each Vendor operates their own store within our platform, and all refunds are managed directly by the Vendor.

This Refund Policy explains the rights and responsibilities of customers, Vendors, and Khaitily regarding refunds, returns, and platform commissions.

1. Vendor Responsibility for Refunds

  • Each Vendor is responsible for reviewing refund requests, approving or rejecting them, and processing refunds for their products.

  • Vendors must respond to refund requests within 48 hours of receiving the returned product, unless otherwise stated in their store policy.

  • Vendors may have additional return/refund conditions, such as:

    • No returns on custom items

    • Hygiene-based restrictions
      These rules must be clearly displayed on the Vendor’s store page.

  • If a refund is approved, the Vendor must reimburse the customer according to their stated policy.

2. Khaitily’s Role

  • Khaitily is not the seller and does not own or ship the products.

  • We facilitate communication, order processing, and secure payments.

  • Khaitily does not guarantee or enforce refund decisions; final approval rests with the Vendor.

  • We may assist in disputes when a Vendor is unresponsive or violates platform rules.

3. Non-Refundable Platform Commissions

  • Commissions deducted by Khaitily are non-refundable, including:

    • 1–5% platform service fee per order

    • Any additional vendor subscription or listing fees

  • Even if a Vendor refunds a customer, the commission already paid to Khaitily cannot be reversed. Commissions cover processing, hosting, and operational costs.

4. Customer Refund Conditions

Customers may request refunds if allowed by the Vendor’s posted return/refund policy. Common acceptable reasons include:

  • Product received damaged, incorrect, or incomplete

  • Product not as described

  • Vendor fails to deliver within the promised time

Customers must submit refund requests within the Vendor’s stated timeframe.

5. Mandatory Refund Agreement Before Checkout

Before confirming a purchase, customers must agree to:

  1. “Refunds are managed by each Vendor according to their individual store policy.”

  2. “Khaitily commissions and platform fees are non-refundable.”

  3. “Refund approvals are subject to Vendor rules and require the product to be returned.”

  4. “Return window: Vendors must assess requests within at least 48 hours after receiving returned products, unless Vendor specifies otherwise.”

Customers must click ‘I Agree’ to proceed with checkout.

6. Conditions for Non-Refundable Items

Certain items cannot be refunded unless defective, including:

  • Personalized or custom-tailored items

  • Used, worn, or altered products

  • Items missing tags or original packaging

  • Products listed as “Final Sale”

These rules are Vendor-dependent but must be clearly listed on product pages.

7. Dispute Cases

  • If a Vendor rejects a refund and the customer believes the decision is unfair, they may submit a dispute through Khaitily.

  • Khaitily will review:

    • Order details

    • Photos of the product

    • Vendor policy

    • Communication history

  • We may intervene by warning Vendors who violate marketplace rules.

  • Khaitily’s decision is final regarding platform rule enforcement, but does not impose financial refund liability.

8. Refund Method & Duration

  • Refunds are issued using the same payment method originally used by the customer.

  • Once approved by the Vendor, refunds may take 5–10 business days, depending on the payment processor.

  • Shipping fees may be non-refundable depending on Vendor rules.

9. Fraudulent or Abusive Behavior

Khaitily may suspend accounts of customers or vendors involved in:

  • Repeated false claims

  • Abuse of refund systems

  • Delivery manipulation or chargebacks

  • Product misrepresentation