Refund Policy

1. Marketplace Product Refunds

For Buyers

• You may request a refund within 14 days of receiving an item if it is significantly different from the listing description, damaged, or defective.
• Items must be returned in their original condition, with tags and packaging where applicable.
• To initiate a refund, open a dispute through the Order Details page or contact the seller directly through Khojj messaging.
• If the seller does not respond within 5 business days, Khojj may step in to mediate.
• Refunds are processed to the original payment method within 5–10 business days after approval.

For Sellers

• Sellers are encouraged to set clear return policies on their store page.
• Sellers must respond to refund requests within 5 business days.
• If a refund is approved, the seller is responsible for any applicable return shipping costs unless the item was misrepresented or defective.
• Khojj may issue refunds on behalf of sellers in cases of clear policy violations or non-responsiveness.

2. Event Ticket Refunds

• Event ticket refund policies are set by the event organizer and displayed on the event page before purchase.
• Common refund windows are 7–30 days before the event date, but this varies by event.
• If an event is cancelled by the organizer, ticket holders are entitled to a full refund.
• If an event is postponed, tickets remain valid for the new date. Refunds may be available if you cannot attend the rescheduled date.
• Service fees charged by Khojj for ticket processing may be non-refundable, as noted at checkout.
• To request a ticket refund, visit the My Tickets section of your account.

3. Non-Refundable Items

The following items are generally not eligible for refunds:

• Digital products and downloads once accessed or downloaded.
• Perishable goods (food items, fresh flowers, etc.).
• Custom or personalized items made to your specifications.
• Gift cards and store credits.
• Items marked as "final sale" or "non-returnable" in the listing.
• Items that have been used, altered, or are not in their original condition.

4. How to Request a Refund

5. Processing Time

6. Country-Specific Rules

• United States: Refund rights are governed by state consumer protection laws. Sellers shipping from the US must comply with FTC guidelines on returns and refunds.
• United Kingdom: Under the Consumer Rights Act 2015, buyers may have the right to a full refund within 30 days for faulty goods. Distance selling regulations provide a 14-day cooling-off period for online purchases.
• Australia: Under Australian Consumer Law (ACL), consumers have statutory rights to refunds for goods that are faulty, not as described, or not fit for purpose, regardless of the seller's return policy.
• Nepal: Consumer protection regulations under the Consumer Protection Act 2054 (1998) apply. Khojj will work with sellers to ensure compliance with local regulations.

7. Khojj Buyer Protection

If a seller fails to respond to a legitimate refund request within the specified timeframe, or if mediation fails, Khojj may issue a refund from its Buyer Protection fund at its discretion. Buyer Protection covers:

• Items not received after the estimated delivery window plus 7 days.
• Items significantly not as described.
• Damaged items where the seller refuses a reasonable resolution.

Buyer Protection is limited to the purchase price of the item and does not cover shipping costs or consequential damages.