HeritageVastra Policy

Dispute Resolution Policy

HeritageVastra acts as a neutral marketplace mediator when buyer-seller disagreements arise and resolves claims through documented evidence and defined timelines.

Last updated: 14 April 2026

How to Raise a Dispute

Disputes should be raised through official support channels with order ID, issue description, and evidence.
Recommended evidence includes unboxing videos, photos, courier proofs, and communication history.
Disputes should be raised promptly after issue discovery to enable reliable investigation.

Review Workflow and Timelines

Initial evidence review is usually completed within 3 business days.
Resolution decision or next-action request is generally shared within 5 business days.
Approved actions such as refund, return, replacement, or closure are executed as per policy timelines.

Escalation and Final Outcome

If either party disputes the first decision, escalation can be requested through support within stated escalation window.
Platform may issue partial or full relief based on evidence quality and policy eligibility.
Fraudulent claims, manipulated evidence, or abusive behavior can result in account restrictions.

Need help with an active order or claim? Contact us via official support channels