Refund policy

Effective Date: December 1, 2022
Version: 3.1
Platform: https://likhaan.com
Company: Likhaan Technology Inc. ("Likhaan")
Contact: info@likhaan.com

This Shipping and Refunds Policy applies to marketplace purchases, Creator products, made-to-order items, custom orders, bulk orders, Likhaan Space orders, and other transactions completed through the Likhaan Platform.

Likhaan is a marketplace operator and intermediary that centrally manages shipping arrangements for Orders placed through the Platform. Products may be prepared and packaged by independent Creators or Likhaan, while courier booking, shipping coordination, tracking, and logistics-related communications are managed by Likhaan through its designated logistics partners.


A. SHIPPING MODES

A.1 Likhaan-Managed Shipping

All shipping arrangements for Orders placed through the Likhaan Platform are managed and coordinated by Likhaan through its designated courier or logistics partners.

Likhaan is responsible for arranging courier bookings, coordinating dispatch and delivery, providing tracking information where available, and managing shipping-related communications and courier inquiries.

Creators are not authorized to independently arrange shipping for Platform Orders unless expressly approved by Likhaan.

A.2 Creator Preparation and Packaging Responsibilities

Creators remain responsible for preparing the correct products, ensuring proper and secure packaging in accordance with Likhaan's Packaging Guidelines, providing accurate product weights and dimensions, meeting agreed preparation timelines, and making Orders available for pickup or handover as instructed by Likhaan.

Creators must cooperate with Likhaan in resolving any product preparation, packaging, fulfillment, or delivery-related concerns.

A.3 Shipping Confirmation and Special Arrangements

Available shipping options and applicable fees may be displayed at checkout, in the Listing, in the accepted quote, or communicated through Likhaan's official channels.

Oversized, fragile, high-value, made-to-order, or international Orders may require additional shipping confirmation or coordination by Likhaan before dispatch.


B. PROCESSING AND DISPATCH TIMELINES

B.1 Order Preparation and Ready-to-Ship Timelines

Each product Listing includes a "Ready to Ship" timeframe, which indicates the estimated period required for the Creator to prepare the Order for shipment. This may include production, customization, quality checks, and packaging, depending on the product.

The indicated timeframe applies to both ready-made and made-to-order products and generally begins upon order confirmation and Creator acceptance, unless otherwise specified.

The "Ready to Ship" timeframe refers to order preparation only and does not include courier booking, transit, or final delivery time.

B.2 Shipping and Dispatch

Once the Order is ready for shipment, Likhaan will coordinate the courier booking, pickup, and dispatch through its designated logistics partners.

Actual dispatch and delivery timelines may vary depending on courier availability, pickup schedules, destination, and other logistical factors. Shipping and delivery estimates are separate from the "Ready to Ship" timeframe and are not guaranteed unless expressly confirmed by Likhaan.

B.3 Delays

If an Order cannot be prepared within the indicated "Ready to Ship" timeframe, or if shipping is delayed due to courier availability, logistical constraints, or other unforeseen circumstances, Likhaan may notify the Buyer and provide an updated estimated timeline.

Where an item is unavailable, damaged before dispatch, or cannot be fulfilled, Likhaan may coordinate with the Creator and Buyer to offer alternatives, adjust timelines, cancel the Order, issue an appropriate refund, or apply other remedies under this Policy.


C. SHIPPING FEES, DUTIES, AND INTERNATIONAL ORDERS

C.1 Shipping fees

Shipping fees may be calculated at checkout, charged separately, or confirmed after purchase for bulky, oversized, fragile, high-value, remote, or international Orders. Shipping fees may vary depending on destination, dimensions, weight, courier, packaging, insurance, and special handling requirements.

For international Orders, shipping fees displayed at checkout are estimates and may be adjusted based on the courier's final assessment. These fees do not include destination-country customs duties, import taxes, or clearance charges unless expressly stated otherwise.

C.2 Additional Charges

If additional shipping-related charges, such as handling, insurance, remote area surcharges, or oversized item fees, become known to Likhaan before dispatch, the Buyer will be notified of the additional amount for confirmation.

If the Buyer does not agree to these additional charges, Likhaan may cancel the Order before dispatch and provide the appropriate refund.

This advance confirmation requirement applies only to shipping-related charges known to Likhaan before dispatch. It does not apply to customs duties, import taxes, or destination-country clearance charges assessed separately upon importation, as outlined in Section C.3.

C.3 Customs and import duties

For all international Orders, customs duties, import taxes, clearance fees, and other destination-country charges are separate from the product price and shipping fees and are the sole responsibility of the Buyer or recipient, unless expressly stated otherwise at checkout or agreed upon in writing by Likhaan.

These charges are determined by the destination country's customs authorities and/or applicable courier or customs clearance providers. Their exact amounts may not be known or available to Likhaan before dispatch, as assessments are often made when the shipment arrives in the destination country. Charges may vary based on the product classification, declared value, shipping costs, applicable taxes, and local import regulations.

Likhaan does not determine, impose, or control these charges and cannot guarantee their amount or exemption. Buyers acknowledge that such charges may be substantial, including amounts exceeding the product's purchase price, and remain responsible for their payment.

If the Buyer refuses or fails to pay the required charges, the shipment may be delayed, returned, or abandoned, subject to applicable customs and courier procedures. Any resulting return, storage, or additional shipping costs may be charged to the Buyer, and initial shipping fees may be non-refundable where costs have already been incurred, subject to applicable law.

Likhaan may assist in coordinating inquiries with the courier but is not responsible for paying or reimbursing these charges unless expressly agreed otherwise or required by applicable law.


D. BUYER RESPONSIBILITIES

The Buyer is responsible for providing complete and accurate shipping information, being available to receive delivery, responding to courier or Likhaan communications, paying applicable duties or fees, and inspecting the package upon receipt.

If delivery fails due to wrong address, incomplete contact details, non-response, refusal to receive, repeated absence, refusal to pay customs or duties, or similar Buyer-caused reasons, refunds may exclude shipping fees and other costs already incurred.


E. DELIVERY, TRACKING, AND FAILED DELIVERY

E.1 Tracking

Once an Order is dispatched, Likhaan will provide tracking information where available. Buyers may monitor shipment updates through the designated courier's tracking system or through information provided by Likhaan.

For delivery concerns, Buyers should contact Likhaan through its official support channels.

E.2 Delivery attempts

Courier delivery attempts depend on courier rules. If the courier makes multiple attempts and the Buyer is unavailable or unreachable, the Order may be returned, canceled, or treated according to courier status. Refund eligibility may be reduced by shipping, return, handling, storage, customs, or other costs already incurred.

E.3 Delivery Address Changes

Requests for delivery address changes must be coordinated through Likhaan and may only be accommodated before courier booking, tracking issuance, or dispatch, subject to operational limitations.

Likhaan cannot guarantee address changes once an Order has been prepared, booked, shipped, or placed in transit.

E.4 Buyer Confirmation Window

Once an order is marked as delivered by the courier or delivery partner, the Buyer will have three (3) calendar days to confirm receipt or report an issue through the available Platform process or by contacting Likhaan.

If the Buyer confirms receipt, the order may be marked as completed. If the Buyer does not report an issue within the three (3)-day confirmation window, the order may be automatically marked as completed with no issue reported.

For fragile, high-value, custom, bulk, made-to-order, or Likhaan Space orders, Likhaan may apply a longer review window or require additional confirmation before marking the order as completed or releasing final payout.


F. CANCELLATIONS

F.1 Regular marketplace Orders

Buyer cancellation may be allowed only before the Order is accepted, packed, booked, dispatched, or otherwise processed, depending on the product type and fulfillment stage. Once the Order has been dispatched, cancellation is generally not allowed except as provided under this Policy or applicable law.

F.2 Made-to-order items

Made-to-order, personalized, customized, commissioned, bulk, or special-request Orders are generally not cancellable once accepted, once materials have been purchased, once production has begun, or once the Creator has incurred reasonable costs.

F.3 Likhaan Space Orders

Once a Buyer accepts a Creator's quote and payment is made for a Likhaan Space Order, neither the Buyer nor the Creator may unilaterally cancel the project. Cancellation, pause, refund, replacement, revision, payout release, or payout hold must be reviewed and approved by Likhaan admin based on project status, agreed scope, messages, evidence, production stage, delivery status, and applicable policy.

F.4 Creator cancellation

A Creator may not cancel an accepted Order without valid reason and, where required, Likhaan admin approval. Repeated Creator cancellations, non-delivery, or unreasonable delays may result in payout hold, suspension, reduced visibility, or termination.


G. RETURNS AND REFUNDS

G.1 Valid reasons for return, refund, exchange, or replacement

Subject to evidence and investigation, Likhaan may approve a return, refund, exchange, replacement, repair, partial refund, store credit, or other remedy for the following:

  • The item arrives damaged.

  • The package is confirmed lost by the courier or after investigation.

  • The wrong item was sent.

  • A required item or feature is missing.

  • The item is materially different from the Listing or accepted quote.

  • The item has an undisclosed major defect.

  • The item was misrepresented in a material way.

  • The Creator failed to deliver according to the accepted Order terms, subject to admin review.

Approved refunds for discounted orders are calculated based on the actual amount paid by the Buyer, not the original undiscounted listing price.

G.2 Invalid reasons

Returns, refunds, exchanges, or cancellations are generally not allowed for:

  • Change of mind.

  • Buyer's remorse.

  • Finding a lower price elsewhere.

  • Preference change after payment.

  • Minor color differences caused by screen settings or lighting, if the Listing was reasonably accurate.

  • Handmade variation that was disclosed or reasonably expected.

  • Incorrect size, measurements, or expectations where the Listing was accurate.

  • Custom, personalized, made-to-order, commissioned, or special-request items, unless there is a valid issue under this Policy.

  • Items damaged after delivery due to Buyer handling, storage, use, cleaning, display, installation, or misuse.

  • Return requests made outside the required evidence window, unless required by law or approved by Likhaan.

G.3 Non-returnable items

Certain items may not be eligible for return, refund, or exchange unless defective, damaged, wrong, missing, or materially misrepresented. These may include customized products, personalized items, earrings, hygiene-sensitive items, personal care goods, perishable goods, digital downloads, gift cards, sale items, commissioned works, and other items stated in the Listing.


H. EVIDENCE AND CLAIM WINDOWS

H.1 Damaged items

If an item appears damaged upon delivery, the Buyer should reject the delivery if the courier allows it and take photos of the package before rejection. If the courier does not allow rejection, the Buyer must contact Likhaan within 24 hours from receipt.

The Buyer must provide:

  • Order ID.

  • Clear photos or videos of the item.

  • Clear photos or videos of the original packaging.

  • Photo of shipping label where available.

  • Time and date proof where available.

  • Description of the issue.

If the outer packaging is damaged, the Buyer should not open it further than necessary before documenting the condition and contacting Likhaan.

H.2 Lost items

If tracking shows delivered but the Buyer did not receive the package, the Buyer must contact Likhaan within 24 hours from the delivery status update. Before filing a claim, the Buyer should check with household members, building reception, guards, neighbors, mailrooms, and other usual receiving points.

If tracking shows no progress beyond the expected delivery date, the Buyer should contact Likhaan as soon as reasonably possible so Likhaan can coordinate an investigation with the designated courier.

H.3 Missing items

If a package is missing an item, accessory, certificate, or required feature, the Buyer must contact Likhaan as soon as possible with the Order ID, photos, videos, packaging evidence, and a description of the issue. Likhaan will coordinate with the Creator or courier as appropriate. 

H.4 Failure to cooperate

Failure to provide evidence, preserve packaging, respond to investigation requests, or cooperate with courier or Likhaan review may result in denial, delay, or limitation of the claim.


I. EXCHANGES AND REPLACEMENTS

Exchanges and replacements are subject to product eligibility, Creator approval, product availability, evidence, and Likhaan's final determination.

If an exchange is approved for buyer preference where the original item was correct and accurately described, the Buyer may be responsible for return shipping and new shipping costs.

If the exchange or replacement is due to a wrong item, misrepresentation, missing item, defect, or damage caused by Creator fault, Likhaan may require the Creator to shoulder related replacement, shipping, or refund costs.

Exchanges are generally limited to the same item or variation from the same Creator. Exchange for a completely different item is not guaranteed.

All approved return, exchange, or replacement shipments must be coordinated through Likhaan. Creators and Buyers must follow the shipping and return instructions provided by Likhaan. Responsibility for associated costs will depend on the reason for the return or replacement, the findings of any investigation, and applicable law.


J. CUSTOM ORDERS AND LIKHAAN SPACE REMEDIES

For custom, made-to-order, commissioned, bulk, or Likhaan Space Orders, remedies depend on the accepted quote, scope, project stage, proof, messages, production progress, delivery status, and applicable law.

Likhaan may decide to:

  • Continue the project with a revised timeline.

  • Require clarifications or revised scope confirmation.

  • Require minor revision if within accepted scope.

  • Deny refund where production has begun and no valid defect exists.

  • Provide partial refund based on unperformed work.

  • Provide full refund for non-delivery or major breach.

  • Withhold final payout from the Creator.

  • Release final payout to the Creator if Buyer does not raise a valid issue within the inspection window.

  • Close the project if both parties fail to cooperate.


K. CREATOR LIABILITY FOR REFUNDS AND SHIPPING ISSUES

Although Likhaan manages shipping arrangements, Creators remain responsible for the accuracy, quality, preparation, and proper packaging of their products.

Creators may be held responsible for refunds, replacement costs, additional shipping expenses, or payout deductions where an issue is attributable to their actions or omissions, including the circumstances listed below.

  • Inaccurate Listing information.

  • Wrong product sent.

  • Missing item or missing agreed feature.

  • Poor packaging.

  • Failure to follow Packaging Guidelines.

  • Misrepresentation of material, size, origin, quality, authorship, cultural context, or availability.

  • Late dispatch or unreasonable delay.

  • Failure to provide accurate product, package, or handover information required for shipment.

  • Failure to make the Order available for pickup or handover within the agreed timeframe.

  • Unauthorized shipping arrangements made without Likhaan's approval.

  • Failure to cooperate with courier investigation.

  • Defects or workmanship issues not disclosed before sale.

  • Non-delivery after accepting an Order.


L. COURIER CLAIMS AND INSURANCE

Shipping insurance, loss claims, damage claims, reimbursement, and liability are subject to courier rules, evidence requirements, exclusions, declared value limits, packaging standards, and investigation outcomes.

Likhaan will serve as the primary coordinator for courier-related concerns, investigations, and claims. Creators and Buyers must cooperate by providing the necessary documentation and evidence.

Courier reimbursement is not guaranteed and remains subject to the applicable courier's policies and investigation results.

Where damage or loss is attributable to improper packaging, inaccurate shipment information, or another Creator-related fault, the Creator may remain responsible for the resulting costs, even if the courier denies the claim.


M. REFUND METHOD

Approved remedies may be issued through the original payment method, store credit, replacement, repair, exchange, partial refund, full refund, or another legally appropriate method, depending on the issue, payment processor rules, courier investigation, product type, available remedy, and applicable law.

Likhaan may not be able to refund fees already charged by payment processors, banks, foreign exchange providers, customs authorities, or couriers unless required by law or approved under the specific case.

If an order was purchased using a discount, voucher, store credit, or promotional code, any approved refund will be based on the actual amount paid by the Buyer, subject to applicable law, payment processor rules, and the terms of the promotion.


N. RETURNS WITHOUT APPROVAL

Items returned without prior authorization from Likhaan or shipped outside Likhaan's approved return instructions may not be accepted or may be ineligible for refund, exchange, or replacement, subject to applicable consumer protection laws.


O. FINAL PLATFORM DETERMINATION

Likhaan may make the final platform-level determination on returns, refunds, exchanges, replacements, cancellations, courier claims, payout holds, and related remedies, while respecting applicable consumer protection laws and rights that cannot be waived.