Overview

Taara is committed to providing a fair and transparent marketplace for all users. This Refund and Return Policy outlines the procedures, fees, and responsibilities for both buyers and sellers when processing returns and refunds.

Because Taara is a venue and not the seller of items, returns and refunds depend on the seller's stated return policy, the reason for the return, and the protections built into our payment system, under which funds may be held by our payment processor until delivery is confirmed.

1. Return and Refund Eligibility

1.1 Buyer-Initiated Returns

Buyers may request a return or refund under the following circumstances:

• Change of Mind: Buyer no longer wants the item
• Wrong Order: Buyer ordered incorrect item, size, or color
• Item Not as Described: Item received differs from listing description
• Damaged or Defective: Item received is damaged or defective
• Wrong Item Sent: Seller sent incorrect item
• Never Shipped: Seller failed to ship item within agreed timeframe
• Lost in Shipping: Item lost during transit
• Damaged in Shipping: Item damaged during transit

1.2 Return Windows

Each listing has a return policy set by the seller. Return windows are typically:

• 15 days or 30 days from the order date, depending on the seller's selected policy, or
• No Returns — where a seller offers a final-sale/no-returns policy (permitted for eligible categories and clearly disclosed on the listing before purchase).

Additional conditions:

• Return requests must be initiated within the applicable return window. Once the window closes, buyer-initiated (change-of-mind) returns are no longer available, although protections for items that never arrived, arrived damaged, or were not as described may still apply.
• Buyers must provide photo evidence for damage, defect, or "not as described" claims.
• Items must be returned in their original condition when applicable.

1.3 Buyer Protection and Held Funds

For eligible transactions, a buyer's payment is held securely by our payment processor (Stripe) and is not released to the seller until delivery is confirmed and any applicable hold period has passed. This protects buyers while a return, refund, or dispute is being resolved. Funds are held and disbursed by our payment processor; Taara does not take custody of or hold your funds as a separate escrow.

2. Fee Structure and Responsibilities

Our fee policy allocates costs fairly based on who is responsible for the return.

2.1 Buyer Responsibility Returns

When the return is due to buyer's change of mind or ordering error:

Example:

• Order Total: $100.00
• Restocking Fee (3%): -$3.00
• Buyer Receives: $97.00

Applicable Reasons:

• Changed my mind / Don't want item
• Ordered wrong item/size/color

2.2 Seller Responsibility Returns

When the return is due to seller's error or product issue:

Example:

• Order Total: $100.00
• Buyer Receives: $100.00 (Full refund)
• Seller Penalty: Stripe processing fee deducted from payout

Applicable Reasons:

• Item damaged/defective
• Wrong item sent by seller
• Item not as described in listing
• Seller didn't ship on time

2.3 Shipping Carrier Responsibility

When the return is due to shipping carrier issues:

Example:

• Order Total: $100.00
• Buyer Receives: $100.00 (Full refund)
• Seller: No penalty applied
• Platform: Absorbs the Stripe processing fee

Applicable Reasons:

• Lost in shipping
• Damaged during shipping (before delivery)

3. Return Process

3.1 For Buyers

1. Initiate Return Request
   • Navigate to Order Details in your account
   • Tap "Request Return/Refund"
   • Select the appropriate reason from the dropdown
   • Provide a detailed explanation and photos (if applicable)
2. Review Fee Preview
   • The app displays a fee breakdown based on the selected reason
   • Shows the exact amount you will receive
   • Confirms any restocking fees
3. Await Seller Response
   • The seller has 3 business days to respond
   • The seller may approve, request more information, or escalate
4. Return Shipping (if applicable)
   • Purchase a prepaid return label through the app
   • Print and attach the label to the package
   • Drop off at the carrier location
   • Upload tracking information
5. Receive Refund
   • The refund is processed once the seller confirms receipt (or once a dispute is resolved in your favor)
   • Funds are returned to your original payment method
   • Allow 5-10 business days for funds to appear

3.2 For Sellers

1. Review Return Request
   • Receive a notification of the return request
   • Review the buyer's reason and evidence
   • Respond within 3 business days
2. Approve or Dispute
   • Approve: Confirm the return and provide the return address
   • Dispute: If you believe the return is unjustified, provide counter-evidence
   • Escalate: Request Taara Support mediation
3. Process Return
   • Await the return shipment
   • Inspect the item upon receipt
   • Confirm receipt in the app to trigger the refund
4. Understand Fee Impact
   • If seller fault: the Stripe processing fee is deducted from your earnings/payout
   • If buyer fault: no penalty; the buyer pays the restocking fee
   • The refund amount is automatically calculated based on the reason

4. Dispute Resolution

4.1 Escalation Process

If a buyer and seller cannot agree on return terms:

1. Either party can escalate to Taara Support
2. Provide all evidence (photos, messages, tracking info)
3. Taara Support reviews the case within 2-5 business days
4. Where an outcome relies on automated fee calculations, you may request human review; the final resolution decision by Taara is binding for the transaction, without waiving your rights under applicable law.

4.2 Evidence Requirements

• Photo Evidence: Clear images showing damage, defects, or discrepancies
• Communication: Message history between buyer and seller
• Tracking Information: Proof of shipment and delivery
• Original Listing: Screenshot of product description and images

5. Exceptions and Special Cases

5.1 Non-Returnable Items

The following items are typically non-returnable unless defective or not as described:

• Custom or personalized items
• Perishable goods
• Digital products
• Items marked "Final Sale" or sold under a disclosed "No Returns" policy

5.2 Partial Refunds

Sellers may offer partial refunds for:

• Minor defects the buyer wishes to keep
• Negotiated settlement
• Missing accessories (not the entire item)

5.3 Order Cancellations

• Before Shipping: Full refund, no fees
• After Shipping: Treated as a return, standard fees apply

5.4 Subscriptions and In-App Purchases

Premium subscriptions and other in-app purchases are billed by the Apple App Store or Google Play and are not covered by this marketplace Refund and Return Policy. Refunds for those purchases are handled by Apple or Google under their respective policies. See our Terms & Conditions (Subscriptions).

6. Seller Penalties and Adjustments

6.1 Penalty Deductions

When a refund is the seller's fault:

• The penalty amount is shown in the seller dashboard
• It is deducted from the next successful sale payout
• If there are insufficient funds, it is recorded as a pending adjustment
• It is automatically settled when the next payment processes

6.2 Penalty Tracking

Sellers can view:

• Current pending adjustments
• Applied penalty history
• Impact on the next payout
• The reason for each deduction

7. Refund Timeline

Total estimated timeline: 15-25 business days

8. Important Notes

8.1 Payment Processing Fee Non-Refundable

• Stripe payment-processing fees are not refunded by Stripe
• Fee allocation depends on the return reason (buyer, seller, or platform pays)
• This reflects Stripe's policy, not a Taara policy

8.2 Return Shipping Costs

• Return shipping is generally not free
• Buyer-fault returns: the buyer purchases the return label
• Seller-fault returns: the seller pays or provides a prepaid label
• Labels can be purchased through the Taara app for convenience

8.3 Refund Method

• Refunds always return to the original payment method
• Refunds cannot be redirected to a different card or account
• Check with your bank for processing timelines

9. Seller Best Practices

To minimize returns and maintain good standing:

• ✅ Accurate Descriptions: Provide detailed, honest product descriptions
• ✅ Quality Photos: Include multiple angles and any defects
• ✅ Prompt Shipping: Ship within the stated timeframe
• ✅ Secure Packaging: Package items carefully to prevent damage
• ✅ Communication: Respond to buyer questions promptly
• ✅ Fair Pricing: Price items competitively and honestly

10. Buyer Best Practices

To ensure smooth returns when needed:

• ✅ Read Carefully: Review listing details and the seller's return policy before purchasing
• ✅ Ask Questions: Contact the seller before purchase if uncertain
• ✅ Document Issues: Take photos immediately upon receipt
• ✅ Act Quickly: Initiate returns within the eligibility window
• ✅ Honest Reasons: Select the accurate return reason (it affects fees)
• ✅ Safe Returns: Package return items securely

11. Contact Support

For questions or assistance with returns and refunds:

• Email: [email protected]
• In-App: Settings → Help & Support
• Response Time: 24-48 hours

12. Policy Updates

Taara reserves the right to update this Refund and Return Policy at any time. Users will be notified of material changes via:

• Email notification
• In-app notification
• An updated "Last Updated" date on this document

Continued use of the platform after changes take effect constitutes acceptance of the updated policy.

13. Legal Disclaimer

This policy operates within the framework of applicable consumer-protection laws in your jurisdiction. In the event of any conflict between this policy and applicable law, the law prevails. Taara does not waive any rights provided to consumers under applicable law.

Questions? Contact us at [email protected] or visit Settings → Help & Support in the app.

This policy is part of Taara's Terms & Conditions and should be read together with our Privacy Policy, EULA, and Disclaimer. Taara is operated by AceDrop Inc., a Delaware corporation.