Refund & Cancellation Policy

Festovee operates a business-to-business marketplace connecting business buyers with verified factories and sellers. Payments are processed through third-party payment aggregators and gateways authorised by the Reserve Bank of India (RBI). Festovee does not store full payment-instrument details.

• Before a seller accepts the order: the buyer may cancel at no charge, and any amount paid for that order is refunded in full.
• After a seller accepts the order: because many goods are made-to-order, cancellation may not be possible, or may attract charges for work already done and materials committed, as set out in the accepted quotation. A cancellation charge will not be imposed unless Festovee or the seller bears a similar charge.
• By Festovee or the seller: where an order cannot be fulfilled, any amount paid for the unfulfilled order is refunded in full.

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

Defects, damage, shortages or goods materially different from the accepted quotation should be reported through the Platform promptly on receipt, so Festovee can facilitate a resolution between the buyer and the seller.

• Approved refunds are made to the 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 the buyer's bank or card issuer.
• A refund may be full or partial depending on the stage of the order and any costs already incurred.

Festovee earns a commission on successfully completed orders. Where an order is cancelled before acceptance, or refunded under this policy, Festovee’s commission for that order does not apply and is not separately charged. Sellers are responsible for fulfilling accepted orders and for the accuracy of their listings and quotations.

If a cancellation, return or refund is not resolved to your satisfaction, please raise it with our Grievance Officer. We will acknowledge your grievance within forty-eight (48) hours and endeavour to resolve it within one (1) month, in line with the Consumer Protection (E-Commerce) Rules, 2020.