Refund & Cancellation Policy

Cancellations, returns and refunds for orders placed on festovee.com.

Effective 3 August 2026 · Version 1.0

This Refund & Cancellation Policy forms part of, and should be read together with, the Buyer Terms & Conditions and the Privacy Policy of Festovee Internet Private Limited (“Festovee”, “we”, “us”). It is the “policy displayed on the Platform” referred to in those Terms and applies to orders you place through festovee.com.

1. Our role and how payments work

Festovee operates a business-to-business marketplace connecting buyers with verified factories and sellers. We earn a commission on orders facilitated through the Platform; we do not charge buyers a separate platform fee. Payments are processed through third-party payment aggregators and gateways authorised by the Reserve Bank of India (RBI). Festovee does not store your full payment-instrument details.

2. Cancelling an order

Before a seller accepts your order: you may cancel at no charge, and any amount you have paid for that order is refunded in full.
After a seller accepts your order: because many products are made-to-order, cancellation may not be possible, or may be subject to charges for work already done and materials committed, as set out in the accepted quotation. A cancellation charge will not be imposed on you unless Festovee or the seller bears a similar charge for the cancellation.
By Festovee or the seller: if an order cannot be fulfilled, we will notify you and refund any amount paid for the unfulfilled order in full.

3. Returns and non-returnable products

Return, replacement and refund entitlements are governed by this policy and the applicable seller’s policy, read with applicable law. Certain products — for example perishable, made-to-order or customised goods — may be non-returnable, as clearly indicated in the listing.

If products are defective, damaged, short-delivered or materially different from the accepted quotation, report it through the Platform promptly on receipt (and within any time specified on the order screen), so we can facilitate a resolution between you and the seller.

4. How refunds are made

Approved refunds are made to your original payment method through the RBI-authorised payment gateway.
Refunds are initiated within the timelines prescribed under RBI guidelines once approved, and may take additional time to reflect depending on your bank or card issuer.
A refund may be full or partial depending on the stage of the order and any costs already incurred, as set out in the accepted quotation.
Where an order is cancelled or refunded under this policy, Festovee’s commission for that order is not separately charged to you.

5. Disputes

If you are not satisfied with how a cancellation, return or refund has been handled, please contact our Grievance Officer using the details below. We will acknowledge your grievance within forty-eight (48) hours of receipt and endeavour to resolve it within one (1) month, in line with the Consumer Protection (E-Commerce) Rules, 2020.

6. Grievance Officer

Officer: Mr. Divyank Kakkar, Director — Grievance Officer & Data Protection Officer
Grievance email: support@festovee.com
Data-protection (DPO) email: k@festovee.com
Phone: +91 74044 52903
Registered Office: Festovee Internet Private Limited, Dehradun, Uttarakhand, India – 248002

This document has been prepared for Festovee Internet Private Limited and reflects the position of Indian law as at the Effective Date. It is a template intended for review by qualified legal counsel and completion of any highlighted placeholders before publication. It does not by itself constitute legal advice.