Returns Policy

1. Purpose of This Policy

Mirva is a marketplace for pre-loved fashion and related items. Because items are sold by independent sellers, returns are handled based on the transaction type, the condition of the item, the reason for the request, and the evidence provided by the parties.

2. General Rule

Returns are not automatic for every order. A return may be approved only where the item is significantly different from the listing, damaged, counterfeit, not received, or otherwise covered by the order terms, our Buyer Protection process, or applicable law.

Some items or order types may be final sale if clearly disclosed before purchase and allowed by law.

3. Eligible Return Reasons

A return request may be considered where the buyer reasonably claims one or more of the following:

• The wrong item was delivered.
• The item is materially different from the listing description or images.
• The item arrived damaged and the damage was not disclosed.
• The item is counterfeit or otherwise prohibited.
• The item was not delivered within the applicable order window and delivery was not completed.
• Another issue covered by Buyer Protection or applicable law.

4. Return Request Window

Buyers should report return-related issues as soon as possible after delivery. We may require the buyer to report the issue within a reasonable time period after receipt or after the delivery attempt, depending on the nature of the issue and applicable law.

If a buyer waits too long to report an issue, the request may be denied if evidence is no longer available or if the order can no longer be reasonably verified.

5. How to Request a Return

Buyers should submit return requests through the app or by contacting support at support@getmirva.app. The request should include the order number, a short explanation of the issue, and any supporting evidence such as photos, chat messages, or delivery confirmation.

We may ask the seller for a response before a final decision is made.

6. Evidence and Review

We may review available evidence, including listing details, images, delivery logs, messages, order records, and user submissions. We may ask for additional information before deciding whether to approve a return, refund, replacement, or other resolution.

7. Return Outcomes

Depending on the circumstances, we may approve one or more of the following outcomes:

• refund to the buyer;
• return of the item to the seller;
• replacement or exchange where available and appropriate;
• partial refund;
• release of funds to the seller if the claim is not supported;
• another reasonable resolution based on the facts and applicable law.

8. Condition of Returned Items

Where a return is approved, the item must generally be returned in substantially the same condition it was received, subject to the nature of the complaint. We may deny a return or adjust the refund if the returned item is damaged, altered, incomplete, or materially different from the original item sent.

9. Shipping Costs for Returns

Responsibility for return shipping costs may depend on the reason for the return. If the seller made an error or the item was materially misrepresented, the seller may be responsible for return-related costs. If the return is for another reason, the buyer may be responsible. The final decision may depend on the applicable order terms and evidence.

10. Refund Timing

When a refund is approved, it may take time for payment processors and financial institutions to complete the refund. We may need to wait for return confirmation, delivery confirmation, or dispute resolution before funds are released or reversed.

11. Non-Returnable Situations

A return may be refused where:

• the buyer changed their mind after receiving the correct item;
• the item matches the description but is no longer wanted;
• the item was used, altered, or damaged by the buyer after delivery;
• the complaint is unsupported by reasonable evidence;
• the request is outside the allowed time window;
• the item was clearly marked as final sale, where permitted by law.

12. Disputes

If the buyer and seller disagree, we may temporarily hold funds while we review the matter. We may use chat records, listing records, logistics data, photographs, and any other relevant evidence to determine the outcome.

Our decision may be final for platform purposes, subject to any rights that cannot be waived under applicable law.

13. Seller Obligations During Returns

Sellers must cooperate with return reviews, provide requested evidence, and accept approved returns in good faith. Sellers may lose access to funds or accounts if they repeatedly refuse valid returns, send counterfeit items, or otherwise violate our policies.

14. Contact Us

If you need help with a return or dispute, contact us: