Vasana Return & Exchange Policy
Last updated: June 2026
This policy sets out your obligations when a customer initiates a return or exchange for a product you sell on the Vasana marketplace. It covers the process from the moment a return request is raised to the final settlement, including your timelines, inspection requirements, cost allocation, and reimbursement rights.
This policy is part of the Vasana Agreement Suite. It should be read alongside the Vendor Terms & Conditions and the Seller Operational Policy.
How the Return/Exchange Process Works
When a customer initiates a return or exchange request on the Vasana website or app, the following process applies:
Step 1 — Customer raises a request. The customer submits a return or exchange request through their account. They are required to upload photos and/or videos showing the product issue or reason for the request.
Step 2 — Vasana notifies you.You receive a notification on the Vendor Portal (and via your agreed communication channel) with the customer's request details, including the stated reason and any uploaded media.
Step 3 — You review and respond. You must review the request and accept or reject it within 2 working days of receiving the notification. If you do not respond within 2 working days, the request is automatically deemed accepted.
Step 4 — Logistics pickup.If the request is accepted (by your acceptance or by deemed acceptance), Vasana arranges for its logistics partner to collect the product from the customer. You do not arrange the pickup — Vasana's logistics partner handles all reverse logistics.
Step 5 — You receive and inspect the product. When the returned product arrives, you must inspect it within 2 working days of receipt. You are required to record a video from the moment of unboxing through to the full inspection, clearly documenting the product's condition and whether the customer's stated reason for return is accurate. This video is your evidence if you wish to raise a reimbursement claim.
Step 6 — You report any discrepancies.If the returned product's condition does not match the customer's stated reason, or if the product was damaged during transit by the logistics partner, you must report this to Vasana via the Vendor Portal within 2 working days of receipt, with the inspection video as supporting evidence.
Step 7 — Settlement. Vasana processes the refund or exchange with the customer. The corresponding amount (product value and applicable logistics costs) is debited from your account or adjusted against future settlements, as per the cost allocation rules below. If you have raised a valid reimbursement claim, Vasana settles it per the reimbursement rules below.
Your Timelines — Summary
| Action | Deadline | What Happens If You Miss It |
|---|---|---|
| Accept or reject a return/exchange request | 2 working days from notification | Request is deemed accepted |
| Inspect returned product and record video | 2 working days from receipt of product | You lose the ability to dispute the return reason |
| Report discrepancies to Vasana | 2 working days from receipt of product | No reimbursement claim will be entertained |
| Raise reimbursement claim with supporting documents | 2 working days from receipt of product | Claim will not be entertained |
| Report non-receipt of returned product | 14 days from date customer initiated the return | Product is deemed received and no reimbursement claim will be entertained |
DEEMED ACCEPTANCE — PLEASE READ CAREFULLY
If you do not respond to a return or exchange request within 2 working days, the request is automatically treated as accepted. Vasana will proceed with the logistics pickup, refund or exchange, and the corresponding deduction from your account.
This rule exists to ensure customers are not kept waiting. If you need more time to evaluate a request, contact Vasana within the 2-working-day window to request an extension — extensions are granted at Vasana's discretion and only in exceptional circumstances.
When Returns Must Be Accepted
A return or exchange request must be accepted if it falls within the following conditions:
Return window: The customer has raised the request within 7 days from the date of delivery.
Product condition: The product is in an unused, unworn, unwashed, and undamaged state, returned in its original condition with all original tags, labels, and packaging intact. If a seal tag or warranty card was received with the item, it must remain attached and intact — unless the product was defective or damaged upon receipt.
Valid return reasons: The return must fall under one of the following categories:
Damaged or defective product — The product was received with physical damage or a manufacturing defect.
Incorrect product — The customer received a different item from what was ordered. This includes wrong item sent, expired products, quality issues, or incorrect size or colour.
Product not as described — The product significantly deviates from the description, specifications, or images on the Vasana website.
Returns for these reasons are attributable to you as the vendor. The cost allocation rules below apply.
Non-Returnable Products
You decide which of your products are non-returnable or non-exchangeable. This is your responsibility as the brand owner — you know your product categories and which items cannot be resold once opened, tried, or used.
Your obligation: Every product you designate as non-returnable must be clearly and conspicuously marked as such on the product listing page before the customer places an order. The non-returnable status must be visible to the customer at the point of purchase — not buried in fine print. If a product is not marked as non-returnable on the listing, it is treated as returnable under the standard 7-day return window.
Your non-returnable designations must comply with applicable consumer protection laws and industry standards. You cannot mark a product as non-returnable to avoid legitimate quality or defect claims. A product that arrives damaged, defective, or materially different from its listing description remains eligible for return regardless of its non-returnable designation.
If a customer raises a return request for a product you have marked as non-returnable, reject the request on the Vendor Portal with the reason. Vasana will handle the customer communication.
Exchanges — Your Operational Obligations
When a customer requests an exchange rather than a refund, the following rules govern what you must do:
Same-brand exchanges only for value adjustments. Value adjustments — where the price difference between the original and replacement product is charged to or refunded to the customer — are available only when the replacement product is from your brand. If the customer wants a product from a different brand, the original order must be processed as a standard return and the customer places a separate new order. You are not involved in that second transaction unless the new product is also yours.
When the replacement product costs more than the original: The customer pays the difference. You must prepare and dispatch the replacement product per the standard dispatch timelines in the Seller Operational Policy. Commission is charged on the new order value.
When the replacement product costs less than the original: You must review the exchange request and approve or reject the value adjustment within 2 working days. The customer receives the price difference as a refund only after you have accepted the returned product and approved the adjustment. Commission is charged on the new order value.
Replacement for defective or incorrect products: If a customer received a defective or incorrect product and requests a replacement of the same item, you must dispatch the correct or replacement product per the standard dispatch timelines once the return is accepted. The cost allocation rules in this policy apply — the return is attributable to you.
Cost Allocation
Costs you bear: You bear all costs associated with returns — including reverse logistics costs and the refund amount — when the return is for any reason attributable to you. This includes damaged or defective products, incorrect products sent, products not matching the listing description, missing parts, expired products, or any other reason within your control.
Costs Vasana bears:Vasana bears the return costs only when the return is solely attributable to Vasana. This includes damage caused by the logistics partner after proper packaging by you, or errors on Vasana's platform that caused incorrect order processing.
RTO (Return to Origin) liability: When a product cannot be delivered to the customer and is returned to origin, the cost allocation depends on your sustainability tier. Your current tier and RTO allocation are shown in your Brand Schedule (Annexure A of the Vendor T&Cs) and on your Vendor Dashboard — the dashboard updates automatically whenever your tier changes, so you always have visibility of your current allocation.
| Tier | RTO Cost Allocation |
|---|---|
| Aarambh | 100% borne by you |
| Jiva | Shared between you and Vasana (subject to a cap on Vasana's share as specified in your Brand Schedule) |
| Bodhi | 0% borne by you (Vasana absorbs, subject to a cap as specified in your Brand Schedule) |
When You Can Claim Reimbursement From Vasana
You may raise a reimbursement claim on the Vendor Portal if:
The customer's stated reason does not match the product you received. For example, the customer claimed the product was defective, but you received the product in perfect condition. Your inspection video is mandatory evidence for this claim.
The product was damaged by the logistics partner.If the product was properly packaged by you but arrived back damaged due to transit handling by Vasana's logistics partner, you may claim reimbursement. Your original dispatch packaging records and the inspection video are your evidence.
Requirements for a valid reimbursement claim:
You must submit the claim on the Vendor Portal within 2 working days of receiving the returned product. The claim must include the inspection video (unboxing to full inspection), a description of the discrepancy, and any supporting documents (packaging photos at dispatch, product condition at receipt).
Vasana's reimbursement cap: Vasana will reimburse a maximum of 70% of total sales value in any particular month for cases where damage to products arises for reasons solely attributable to Vasana. This excludes cases of wrong or incorrect products received, or parts missing due to your dispatch error.
Vasana's decision is final.If you dispute the eligibility of a return after receiving the product and submit a valid claim, Vasana will review the evidence and make a determination. Vasana's decision on the reimbursement claim is final and binding.
Tracking Returned Products
You are responsible for tracking returned products and confirming receipt. If a returned product does not arrive:
You must report non-receipt to Vasana within 14 days from the date the customer initiated the return request. If you do not report non-receipt within this window, the product is deemed to have been received by you, and no reimbursement claim for that return will be entertained.
Return Rate Monitoring
Vasana monitors your return rate to maintain platform quality.
If your total sales returns (excluding returns to origin due to logistics issues not attributable to you) exceed 25% of your total monthly revenue, a penalty of 30% of the amount that exceeds the 25% threshold will be charged. This penalty is separate from the tiered penalty system and is applied directly.
A consistently high return rate may also trigger a review of your product listings and a request for a corrective action plan. Products with persistently high return rates may be temporarily delisted until the root cause is resolved, regardless of your overall performance.
How Returns Affect Your Settlements
When a return is processed:
The product value and applicable logistics costs are deducted from your pending settlement or adjusted against future payments. Commission that was charged on the original order is reversed — you are not charged commission on returned products.
For exchanges where the new product has a different value, commission is recalculated on the new order value.
Settlement statements on the Vendor Portal will itemise all return-related deductions so you can reconcile.
Changes to This Policy
Vasana may update this policy from time to time. Changes will be communicated to you via the Vendor Portal. For material changes, you will receive at least 30 days' notice and may be asked to re-accept the updated policy. The current version is always available at portal.vasanaindia.com/legal/return-exchange-policy.