Refund Policy | Samaan

1. General Policy

Samaan is a marketplace: we connect Dukaandars with Suppliers. Each Supplier sets their own return and refund terms, which are displayed on their product listings. Samaan provides a dispute resolution process when buyer and seller cannot agree.

2. When You Can Request a Refund

You may request a refund if: (a) the product delivered is damaged or defective; (b) the product does not match the listing description; (c) the wrong product or quantity was delivered; (d) the order was not delivered within the promised timeline.

3. Refund Timeline

Refund requests must be raised within 48 hours of delivery. Take clear photos of the issue, this helps us process your claim faster. The Supplier has 48 hours to respond. If no response, Samaan steps in to resolve.

4. How Refunds Are Processed

Once a refund is approved: (a) for Cash on Delivery orders, the refund is credited to your Samaan wallet within 3-5 business days; (b) for prepaid orders, the amount is returned to your original payment method within 7-10 business days.

5. Non-Refundable Items

The following are generally non-refundable unless defective: perishable goods (food items), opened personal care products, custom-made or made-to-order items, and digital products. The Supplier's listing will clearly state if an item is non-refundable.

6. Return Shipping

For defective or incorrect items, the Supplier bears the return shipping cost. For change-of-mind returns (where accepted), the buyer pays return shipping. Samaan's logistics partners can handle pickup for a small fee.

7. Disputes

If you and the Supplier cannot agree, Samaan's resolution team will review the evidence and make a binding decision within 5 business days. Our goal is fairness: hum Dukaandar aur Supplier dono ki izzat karte hain.

Contact

Refund issue? Contact our support team at info@samaan.app or call us at 021-111-SAMAAN.