Terms & Conditions

Welcome to Vasana. These Terms & Conditions (“Terms”) govern your access to and use of the Vasana website, mobile application, and related services (together, the “Platform”), operated by Vasana Retail Private Limited (“Vasana,” “we,” “us,” or “our”), a company incorporated under the Companies Act, 2013, with its registered office at 54/55, Surya Apartments, Fraser Road, Maurya Lok Complex, Jamal Road, Patna – 800 001, Bihar, India.

By accessing or browsing the Platform, you agree to these Terms. If you create an account, you must explicitly accept these Terms and our Privacy Policy during registration. If you do not agree, please do not use the Platform.

0. Who Operates This Platform

1. Eligibility and Account Registration

Browsing and guest checkout are open to everyone. You do not need to register an account to browse products or check out as a guest.

Account registration is restricted to users aged 18 and above.By creating an account, you confirm that you are 18 years of age or older. We do not collect a date of birth at registration — this is a self-certification, and we rely on it. If we identify that a registered account belongs to someone under 18, we will suspend the account, stop processing that person’s data, and delete it.

Account accuracy and security. You must provide accurate registration details (name, email, mobile number) and keep them up to date. Your mobile number is your primary identifier and must be updated via OTP verification if it changes. You are solely responsible for keeping your account credentials confidential. Do not share your login with anyone. If you suspect unauthorised access to your account, notify us immediately through Customer Support.

One account per person. The Platform is for your personal, non-commercial use. Multiple individuals may not share a single account.

2. The Vasana Marketplace Model

Vasana is a marketplace, not the seller. Products on Vasana are sold by independent, ESG-verified Brand Partners — not by Vasana itself. Each product listing identifies the Brand Partner whose product it is, in compliance with the Consumer Protection (E-Commerce) Rules, 2020. Your purchase contract for a specific product is with the relevant Brand Partner; Vasana facilitates the transaction, payment, logistics, and customer support.

Vasana’s Evidence-Gate verification. Every Brand Partner is independently verified and placed into one of three sustainability tiers — Aarambh, Jiva, or Bodhi— based on the strength of the evidence behind their sustainability claims. You will see a Brand Partner’s tier badge on their listings. Brand Partners must substantiate every sustainability claim they make at their current tier level; this is a contractual obligation we enforce.

Reporting a sustainability claim you believe is false or unsubstantiated. If you believe a product listing makes a misleading or unsubstantiated sustainability claim, you can report it through Customer Support. We take this seriously under the CCPA Greenwashing Guidelines, 2024, the ASCI Code, and the Consumer Protection Act, 2019.

Vasana as an intermediary. For content and listings provided by Brand Partners, Vasana acts as an intermediary under Section 79 of the Information Technology Act, 2000, and is not liable for third-party content except as required by law, provided we comply with applicable due diligence obligations.

3. Orders, Pricing, and Payment

Pricing. Every listing displays the MRP, the selling price, and applicable taxes, in compliance with the Legal Metrology Act, 2009, and the Consumer Protection Act, 2019. Shipping fees, if any, are shown clearly at checkout before you complete your purchase.

Order confirmation. Your order is confirmed once the Brand Partner accepts it. You will receive confirmation via email and/or your account.

Payment. Cash on Delivery is currently the only payment method available — you pay our courier the amount shown at checkout when your order is delivered. Online payment options will be introduced in due course; when they are, payments will be processed through our payment partners and we will not store your full card details. Full detail on how COD works, including what happens if you refuse a delivery, is in our Shipping Policy.

Refunds under Cash on Delivery. Because there is no online payment to reverse, any refund due to you is made by bank transfer to an account you nominate. We will ask you for those details only when a refund is actually due.

Delivery.All deliveries are handled by Vasana’s own logistics partners. Brand Partners do not arrange their own shipping. Estimated delivery timelines are shown at checkout and in your order tracking. Full detail is in our Shipping Policy.

4. Returns, Exchanges, and Refunds

Returns and exchanges are governed by our Return & Exchange Policy, which sets out the return window, eligible reasons, and process in full. By placing an order, you agree to that policy.

5. Sustainability Claims — What Tier Badges Mean

Vasana’s tier system exists so you can trust what you see on a listing.

• Aarambh brands have made self-declared sustainability claims and are in their first 180 days on the platform, building their evidence base.
• Jiva brands have supported their claims with manufacturer or supply-chain documentation.
• Bodhi brands have third-party certification (such as GOTS, OEKO-TEX, B-Corp, or PETA-Approved Vegan) backing their claims.

A higher tier reflects stronger evidence, not a Vasana endorsement of product quality, fit, or performance. Tier badges relate solely to sustainability verification.

6. Vasana Spotlight and Personalisation

We use your activity on the Platform (such as browsing and purchase patterns) to personalise your experience and recommend products. Where we share any analytics with Brand Partners through Vasana Spotlight, we share only aggregated, anonymised category-level insights — never information that identifies you individually. Full detail is in our Privacy Policy.

7. Your Conduct on the Platform

The Platform is for your personal, non-commercial use. You agree not to:

• Modify, decompile, reverse-engineer, or disassemble any part of the Platform.
• Use bots, scrapers, or other automated tools to access the Platform without our written permission.
• Introduce malicious software, attempt unauthorised access, or otherwise interfere with the security or operation of the Platform.
• Make false or malicious statements about Vasana, our Brand Partners, or the Platform.
• Engage in spamming, phishing, or any other abusive conduct toward other users, Brand Partners, or Vasana staff.
• Post or transmit content that is illegal, offensive, infringing, or that threatens public order, security, or the unity and integrity of India.

We may suspend or terminate your account for violating this section, and may report unlawful conduct to the appropriate authorities.

8. Intellectual Property

All intellectual property in the Platform — including its design, software, branding, the Evidence-Gate system, and the Vasana tier framework — belongs to Vasana or our licensors. Product images, descriptions, and brand content belong to the respective Brand Partners. You may not reproduce, redistribute, or create derivative works from any of this content without permission.

Reporting infringement. If you believe content on the Platform infringes your intellectual property rights, write to us at info@vasanaindia.com with: identification of the work claimed to be infringed, identification of the infringing material and its location on the Platform, your contact details, and a good-faith statement that the use is unauthorised. We will review and take appropriate action, which may include removing the content.

9. Disclaimers and Limitation of Liability

“As is” basis.The Platform and the information on it are provided “as is,” without warranties of any kind, to the extent permitted by law. We do not guarantee that product descriptions, images, or third-party content are completely free of error, though we require Brand Partners to keep listings accurate.

Limitation of liability. To the extent permitted by law, Vasana is not liable for indirect, incidental, or consequential damages arising from your use of the Platform. Our total liability to you for any claim relating to a specific order is limited to the amount you paid for that order. Nothing in this section limits liability that cannot be excluded under the Consumer Protection Act, 2019, or limits your statutory rights as a consumer.

Third-party links. The Platform may link to third-party websites. We are not responsible for the content or practices of any linked site.

10. Customer Support and Grievance Redressal

Order and product complaints. If you have an issue with an order — a product quality concern, a delivery problem, or anything else — raise it through Customer Support on the Platform, or email info@vasanaindia.com. We acknowledge every complaint within 48 hours.

Data protection and policy grievances. For concerns about how your data is handled or about this policy, contact our Grievance Officer:

Name: Aayush Raj
Designation: Grievance Officer, Vasana Retail Private Limited
Email: info@vasanaindia.com
Phone: +91 82920 80657

We acknowledge data-related grievances within 48 hours and aim to resolve them within 90 days.

11. Indemnification

You agree to indemnify and hold Vasana harmless against any claims, losses, or liabilities arising from your breach of these Terms, your infringement of any third-party rights, or your unauthorised use of the Platform.

12. Force Majeure

Vasana is not liable for any delay or failure in performance caused by events beyond our reasonable control, including natural disasters, pandemics, government action, war, or infrastructure disruption.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of India.

Talk to us first. Most issues are resolved directly — please raise any concern with Customer Support or our Grievance Officer before pursuing it formally.

If a dispute remains unresolved, you may, at your option:

(a) refer it to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator mutually agreed, seated in Patna, Bihar, with proceedings in English; or

(b) approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or any other forum available to you by law.

Nothing in these Terms restricts your statutory right to approach a Consumer Disputes Redressal Commission or any other authority under the Consumer Protection Act, 2019. Subject to the above, the courts at Patna, Bihar have jurisdiction over any matter arising from these Terms.

14. Changes to These Terms

We may update these Terms from time to time. For material changes, we will notify you via a website banner or email at least 30 days before they take effect. Your continued use of the Platform after that date constitutes acceptance. The current version is always available at vasanaindia.com/legal/terms.

15. General

These Terms, together with the Privacy Policy and Return & Exchange Policy, are the entire agreement between you and Vasana regarding your use of the Platform. If any provision is found invalid, the rest remains in effect. Notices to you will be sent to your registered email or mobile number.