Refund & Returns Policy

This policy explains how refunds and returns work on RealMaya, operated by RealMaya Private Limited.

1. How purchases work today

RealMaya is a discovery, honest-fit and try-on platform. It helps you find products that fit you, visualise them, and reach an agreement with a seller. RealMaya does not currently process payments — payment and delivery happen directly between you and the seller, off-platform.

2. Who handles refunds and returns

Because payments are made directly to the seller, refunds and returns are governed by that seller’s own policy and the terms you agree with them. Please confirm the seller’s return/refund terms before you pay. The deal record on RealMaya can serve as a shared reference of what was agreed (product, size, price, fit notes).

3. Platform fees

Buyers pay 0% to RealMaya. Sellers pay a platform fee (currently 5%) as notified in the app. Any platform fee is separate from the price you pay the seller for goods.

4. When in-platform payments launch

If and when RealMaya introduces in-platform payments or escrow, we will publish a full buyer refund/return process here (including timelines and eligibility) and update the “last updated” date. Until then, this policy reflects the off-platform model above.

5. Disputes & grievances

If you have a problem with a transaction, first contact the seller. If unresolved, you may raise a grievance with us and we will assist in good faith. Contact details are below.