Returns and refunds

Last updated 18 October 2026

This policy covers lots you win in an auction or buy with Buy Now on SellCraz, operated by StudioCb Private Limited.

1. During the pilot

SellCraz currently runs on CrazCash, virtual coins with no cash value. Refunds during the pilot are made in CrazCash to your SellCraz balance. No money is charged, so there is nothing to refund to a bank account or card. This page will be updated before real-money payments begin.

2. Winning a lot

A winning bid or Buy Now purchase is a commitment to buy. You cannot cancel simply because you changed your mind, because the seller has taken the item off sale for you. Please check the description and ask questions in the show chat before you bid.

3. Item not received

Sellers should dispatch within the time shown on the order and add tracking. If your order has not been dispatched, or tracking shows no progress, report it from the order or through Report a problem. If the seller cannot show the item was delivered, the order is cancelled and you are refunded in full, including the delivery charge.

4. Item not as described

If an item is damaged, counterfeit, materially different from the listing or the stream, or the wrong item, report it within 7 days of delivery with photos. Do not confirm delivery on an order that has a problem, because confirming releases payment to the seller. After review we may ask you to return the item to the seller; when the return is confirmed you are refunded in full, and the seller pays return shipping.

5. Cancellations by the seller

If a seller cancels after you win, you are refunded in full and the seller may face penalties under the seller terms.

6. Timelines

We aim to respond to a report within 48 hours and to decide most cases within 7 days. Approved refunds are credited to your SellCraz balance as soon as the case is closed.

7. Not covered

Change of mind, normal wear described in the listing, and items you damaged after delivery are not covered. Nothing here limits your rights under the Consumer Protection Act, 2019.

8. Help

Contact sellcraz.app@gmail.com or WhatsApp +91 82858 63029 (Mon to Sat, 10am to 7pm IST). For an unresolved complaint, contact our grievance officer.