Return & Refund Policy

Welcome to Vivan Buildmart Private Limited (“Company”, “we”, “us”, “our”). The Company operates and manages an online e-commerce marketplace, through its website, mobile application and related digital interfaces (“Platform”), enabling customers to browse and purchase construction materials and related products offered by third-party vendors.

These Return, and Refund Policy (“Policy”) govern the access to and use of the Platform by Customers and Vendors, including returns, exchanges, refunds and all other related transactions amongst the Company, Vendors, and Customers.

This Policy applies to all Products purchased through the Platform by Customers from Vendors and governs the conditions, process, and timelines for returns and refunds. The Company acts solely as a marketplace intermediary facilitating transactions between Customers and Vendors and does not manufacture, stock, or own the Products listed on the Platform, unless expressly stated otherwise.

IF YOU DO NOT AGREE TO THESE TERMS, YOU MAY NOT REGISTER, ACCESS, OR USE THE PLATFORM OR ANY OF ITS SERVICES

For the purposes of this Policy, unless the context otherwise requires, the following expressions shall have the meanings assigned to them below:

• “Applicable Law(s)” means all laws, statutes, rules, regulations, ordinances, codes, guidelines, notifications, orders, and directions of any governmental or regulatory authority, as may be applicable in India from time to time.
• “Buyer(s) or Customer(s)” means any user, customer, or purchaser who accesses the Platform and buys or intends to buy any Product listed by the Vendor.
• “Confidential Information” includes all non-public, proprietary, or sensitive information belonging to the Company or the Platform, including but not limited to business processes, software, algorithms, fees, pricing structure, policies, user data, reports, and any information marked or reasonably understood to be confidential.
• “Products” means all construction materials, tools, equipment, accessories, and any other goods that the Vendor lists, markets, offers, or sells through the Platform.
• “Return” means any Product that the Buyer returns to the Vendor or the Company due to defect, damage, poor quality, wrong item, or any other reason as per this Policy.
• “Services” refers to such architectural services, quality testing services, lending services, logistics services, consulting services and any other services that may require by Users of the Platform.
• “Technical Issues” refers to malfunctions of the Platform that could significantly hinder a User's ability to use the Platform effectively. This includes User's inability to access Platform or/and payment gateway.

A Product shall be eligible for return only if:

• The Product is defective, damaged, or physically altered at the time of delivery;
• The Product delivered is materially different from what was ordered;
• The Product is incomplete or missing essential components; or
• Such return is expressly permitted under the Vendor's specific return terms displayed on the Platform, and the Vendor shall be solely liable for the same.

Returns shall not be accepted for:

• Products damaged due to Customer misuse, mishandling, improper storage, or installation;
• Products that have been cut, altered, mixed, installed, or used;
• Products purchased under clearance, discounted, or “non-returnable” categories;
• Custom-made, or made-to-order Products;
• Return timeline of 2 (two) days has been expired from the date of delivery of the Product;
• Products returned without original packaging, labels, invoices, or accessories.

• Customers must raise a return request through the Platform within 2 days from the date of delivery received.
• The Return request must include:
  • Order details;
  • Reason for Return; and
  • Clear photographs and/or videos evidencing the defect, damage, or discrepancy.
• Upon receipt of the request, the Company shall review the same and coordinate with the concerned Vendor.
• Approval or rejection of the Return request shall be communicated to the Customer within a reasonable time.

• All returned Products shall be subject to inspection and verification by the Vendor and/or the Company for a minimum period of 7 (seven) days from the date of receipt of such returned Products.
• Acceptance of a Return is conditional upon confirmation that the Product meets the eligibility criteria under this Policy.
• The Company reserves the right to reject any Return request if the Product fails inspection or if the request does not comply with this Policy.

• Refunds shall be initiated only after:
  • The returned Product has been received; and
  • Inspection and approval have been completed.
• Refund shall be processed using the original mode of payment within 9 (Nine) working days from the acceptance of the Return, unless otherwise required by Applicable Law.
• Refund timelines may vary depending on:
  • Payment method;
  • Banking channels; and
  • Vendor processing time.
• The Company shall not be responsible for delays caused by banks, payment gateways, or other third-party service providers.

• Reverse pickup or return shipping shall be arranged based on Vendor policies and logistical feasibility.
• Where reverse pickup is not available, Customers may be required to self-ship the Product to the designated address.
• Shipping costs for returns shall be solely borne by the Vendor.

Vendor shall:

• Provide accurate Product descriptions;
• Ensure proper packaging and quality control;
• Honour approved returns, exchanges, and refunds in accordance with this Policy.

Vendors shall be solely responsible for Product quality, warranties, and compliance with Applicable Laws.

The Company shall not be liable for:

• Defects or deficiencies in Products;
• Vendor delays or refusal to accept returns;
• Misuse or improper installation of Products by Customers.

The Company's role is limited to facilitation and coordination and does not extend to guaranteeing Product performance.

• This Policy shall be governed by and construed in accordance with the laws of India.
• Any dispute, claim, or controversy arising out of or relating to this Policy shall first be attempted to be resolved amicably through good-faith negotiations between the Customer, Vendor and Company. If such efforts do not result in a resolution within a reasonable period, the dispute shall be referred to arbitration in accordance with the provisions of the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted by a sole arbitrator appointed by Company, the seat and venue of arbitration shall be Surat, Gujarat, and the proceedings shall be conducted in the English language.
• Subject to the arbitration clause above, the courts at Surat, Gujarat shall have exclusive jurisdiction over all matters arising out of or in connection with this Policy.

• The Company reserves the right to monitor return patterns, suspend accounts, and reject requests involving suspected fraud, abuse, or policy manipulation.
• The Company reserves the right to amend, modify, or update this Policy at any time without prior notice. Continued use of the Platform after such modifications shall constitute acceptance of the revised Policy.

For any queries, concerns, disputes, refund requests, or communications relating to this Policy conducted through the Platform, the Customer may contact Company at the following coordinates: