refund, return and cancellation policy.

Overview

Ehsaan is a peer-to-peer marketplace where individuals buy and sell pre-owned items. All sales are between individual users; Ehsaan does not sell items directly. This policy sets out the circumstances under which returns, refunds, and cancellations are permitted on the Platform.

Cancellation Policy

Cancellation by Buyer

A buyer may cancel an order only before the seller has confirmed shipment or the item has been handed to the courier for pickup. Once the item is in transit, cancellation is not permitted and the buyer must wait for delivery and then raise a dispute if applicable.

To cancel an order, the buyer must contact Ehsaan Support via email at hello@ehsaanapp.com immediately after purchase.

Cancellation by Seller

If a seller is unable to fulfil an order, they must notify Ehsaan Support within 24 hours of the sale confirmation. In such cases, the buyer will receive a full refund. Repeated cancellations by a seller may result in account suspension.

Automatic Cancellation

If a seller fails to arrange shipment within 3 business days of a confirmed sale without notifying Ehsaan, the order will be automatically cancelled and the buyer will receive a full refund.

Return Policy

Eligible Returns

A buyer is entitled to return an item and receive a full refund in the following circumstances:

• The item was not delivered.
• The item received is significantly different from the listing description or photographs (item not as described).
• The item was received in a damaged condition not disclosed in the listing.
• The item received is not the item that was ordered (wrong item).

Ineligible Returns

Returns are NOT accepted in the following circumstances:

• The buyer has changed their mind after purchase (buyer's remorse).
• The item does not fit the buyer (sizing issues). Buyers are responsible for checking measurements provided in the listing and messaging the seller before purchase if measurements are not listed.
• The buyer does not like the item upon receipt, despite it matching the listing description.
• Minor wear consistent with the item's listed condition (e.g., a listed "good condition" item showing light signs of use).
• The buyer transacted outside the Ehsaan Platform.

How to Raise a Return Request

• The buyer must raise a dispute through the Ehsaan support email within 48 hours of confirmed delivery.
• The buyer must provide clear photographic evidence of the issue (e.g., photos of the item received alongside the listing photos).
• Ehsaan's Resolution Team will review the case and make a determination within 3-5 business days.
• If the return is approved, the buyer will be provided with a return shipping label or instructions. The item must be returned in the same condition it was received.
• Once the returned item is confirmed as received by the seller, the full refund will be processed.

Refund Policy

Refund Timelines

Approved refunds will be processed within the following timelines:

• Cancellations (before shipment): Refund processed within 3-5 business days.
• Approved returns: Refund processed within 5-7 business days of the returned item being confirmed as received.
• Non-delivery (confirmed by logistics partner): Refund processed within 5-7 business days of the claim being confirmed.

Refund Method

Refunds will be issued to the original payment method used at checkout. Ehsaan does not issue cash refunds. If the original payment method is unavailable, refunds may be issued as Ehsaan Wallet credit at our discretion.

Platform Fees on Refunds

In cases where a refund is granted due to seller fault (item not as described, non-delivery, wrong item), Ehsaan platform fees and buyer protection fees will be refunded in full. In cases of seller-initiated cancellations, all fees are refunded. Shipping fees are non-refundable in cases of change-of-mind where the item has already been dispatched.

Dispute Resolution

All disputes must be raised through the Ehsaan Resolution Centre. Ehsaan's Resolution Team will act as a neutral mediator and make a final determination based on the evidence provided by both parties. Ehsaan's decision is final.

Ehsaan reserves the right to request additional evidence, including but not limited to photographs, screenshots, and tracking information, from either party.

Seller Responsibilities

Sellers are responsible for:

• Accurately and honestly describing and photographing all items listed.
• Disclosing all defects, signs of wear, alterations, and measurements.
• Packaging items securely to prevent damage during transit.
• Providing accurate shipping information.

Where a dispute is found in favour of the buyer due to seller misrepresentation, the seller bears responsibility for return shipping costs and the full refund amount.

Contact

For any queries related to returns, refunds, or cancellations:

Email: hello@ehsaanapp.com

Last updated June 2025