Buyer Policy

Mandala Charms is a venue where you can purchase unique goods directly from sellers around the world. Whether you are looking for handmade or vintage goods or craft supplies, we want you to have a positive experience shopping on Mandala Charms. Please read on to find out more about your rights, as well as what is expected of you, as a buyer.

This policy is a part of our Terms of Use. By shopping on Mandala Charms, you’re agreeing to this policy and our Terms of Use.

  1. Understanding Mandala Charms’s Limitations as a Venue

  2. Communicating with Other Mandala Charms Members

  3. Purchasing an Item on Mandala Charms

  4. Leaving a Review of an Item

  5. Creating and Uploading Content

  6. Reporting a Problem with an Order or Returning an Item

1. Understanding Mandala Charms’s Limitations as a Venue

Mandala Charms provides a venue for buyers to discover and purchase from Mandala Charms. By shopping on Mandala Charms, you understand that:

  1. Mandala Charms has their own processing times, delivery methods, and shop policies; and

  2. You assume responsibility if you provide your own materials for a custom order.

As a member of the community, you have the opportunity to flag an item or a shop that violates any of Mandala Charms’s policies. Flagging is confidential.

2. Communicating with Other Mandala Charms Members


You can use Mandala Charms’s Messages (“Messages”) tool to communicate with Mandala Charms members. Messages are a great way to ask us any questions you have about an item or an order. Messages may not be used for the following activities:

  1. Sending unsolicited advertising or promotions, requests for donations or spam;

  2. Harassing or abusing another member or otherwise violating our Anti-Discrimination Policy;

  3. Contacting someone after they have explicitly asked you not to; or

  4. Interfering with a transaction or the business of another member.


Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Mandala Charms. Examples of interference include:

  1. Contacting another member via Mandala Charms Messages to warn them away from a particular member, shop, or item;

  2. Posting in public areas to demonstrate or discuss a dispute with another member;

  3. Purchasing from a seller for the sole purpose of leaving a negative review;

  4. Maliciously clicking on a competitor's Promoted Listings ads in order to drain that member's advertising budget, also known as 'click fraud'.


Any use of Mandala Charms Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or otherwise violate our Anti-Discrimination Policy. If you receive a Message that violates this policy, please let us know right away.

3. Purchasing an Item on Mandala Charms

When you buy from a shop on Mandala Charms, you’re directly supporting an independent business, each with its unique listings, policies, processing times and payment systems. By making a purchase from a seller on Mandala Charms, you agree that you have:

  1. Read the item description and shop policies before making a purchase;

  2. Submitted appropriate payment for item(s) purchased; and

  3. Provided accurate delivery information to the seller.

You also agree to comply with our Mandala Charms Payments Policy when you use Mandala Charms Payments, and our Mandala Charms Gift Card, Credits & Coupons Policy when you purchase or redeem Mandala Charms Gift Cards, Mandala Charms Credits or Mandala Charms Coupons.


4. Leaving a Review of an Item

Reviews are a great way to learn about a seller’s items, help good sellers build a strong reputation, or help warn other buyers about a poor experience.

You can leave a review, including a one to five star rating and a photograph of your purchase, for 100 days after your item’s estimated delivery date. If an estimated delivery date is not available, the review window opens after the order’s processing time and delivery time have elapsed. You can edit your review, including the photograph, any number of times during that 100 day period. Your review and/or photograph and profile information will be publicly displayed on the seller's listing and review pages.

By leaving a review or photograph, you acknowledge that your content may not:

  1. Contain private information;

  2. Contain obscene, racist, or harassing language or imagery;

  3. Violate our Anti-Discrimination Policy;

  4. Contain prohibited medical drug claims;

  5. Contain advertising or spam;

  6. Be about things outside the seller’s control, such as a delivery carrier, Mandala Charms, or a third party;

  7. Contain threats or extortion;

  8. Include shilling or otherwise falsely inflate a shop’s review score; or

  9. Undermine the integrity of the Reviews system.

By uploading a photograph to one of Mandala Charms’s websites or Mandala Charms's mobile app, you warrant that:

  1. You own the photograph or you have the rights or permission to use the photograph; and

  2. You understand that, as stated in Mandala Charms’s Terms of Use, Mandala Charms has license to use any content you provide to Mandala Charms.

Mandala Charms may respond to reviews of three or fewer stars. Mandala Charms may hide photographs that they do not feel accurately represent their brand, or Mandala Charms may report reviews that violate our Terms of Use.

We reserve the right to remove reviews or photographs that violate our policies or Terms of Use.


5. Creating and Uploading Content

As a member of Mandala Charms, you have the opportunity to create and upload a variety of content, like Messages, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that is:

  1. Abusive, threatening, defamatory, harassing, or otherwise in violation of our Anti-Discrimination Policy;

  2. Obscene or vulgar;

  3. In violation of someone else’s privacy or intellectual property rights; or

  4. False, deceptive, or misleading.


6. Reporting a Problem with an Order or Returning an Item

Mandala Charms’s Case System

We provide a case system in the unlikely event that your order does not go as expected. By using Mandala Charms’s case system, you understand that Mandala Charms may use your personal information for the purpose of resolving disputes with other members. You can use Mandala Charms’s case system to come to a resolution in the event of a non-delivery or if an item you receive is not as described in the listing. (Click here to learn more about cases, including your eligibility for opening a case, and how to escalate a case to Mandala Charms.) If you choose a refund as your preferred resolution, keep in mind that Mandala Charms only allows on-platform refunds for a period of 7 days post-transaction. After this 7 days window has elapsed, Mandala Charms can't support on-platform refunds for your order. However, you may still communicate with Mandala Charms to come to an off-platform resolution. Refunds issued by Mandala Charms will be in your original form of payment, and if such payment is not available, an Mandala Charms credit/coupon will be issued.

A non-delivery occurs when a buyer places an order but does not receive the item. The following are examples of non-delivery cases:

  1. There is no proof that the item was dispatched to the buyer.

  2. An item was not sent to the address provided on Mandala Charms.


Not as Described
An item is not as described if the buyer can demonstrate that it is significantly different from the Mandala Charms’s listing description or photos. Here are a few examples of not as described cases:

  1. The item received is a different colour, model, version, or size.

  2. The item has a different design or material.

  3. The seller failed to disclose that an item is damaged or is missing parts.

  4. The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).

  5. The item was advertised as authentic but is not authentic.

  6. The condition of the item is misrepresented (e.g., the item is described as new but is used).

Not as described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:

  1. The item(s) were ordered for a specific date or event.

  2. The item(s) are rendered useless after that date.

  3. The seller did not dispatch the item(s) according to their processing time or the date agreed upon in Messages.

If Mandala Charms determines that an item is not as described, Mandala Charms will be required to refund the order, including original postage and return postage. In the event that Mandala Charms needs to refund the return postage cost, that refund may come in the form of an Mandala Charms Credit. For more information about Mandala Charms Credits, please click here.

Ineligible Transactions
Some disputes don’t qualify for Mandala Charms’s case system. These include:

  1. Items that are damaged by delivery carrier (if properly packaged by the seller).

  2. Items that have been altered, used, worn, washed, or discarded after receipt.

  3. Items that are received after the agreed-upon delivery date due to delivery delays.

  4. Items that are returned without a return agreement.

  5. Items that are accurately described but don’t meet a buyer's expectations.

  6. Cost of postage disputes.

  7. Items that are purchased in person.

  8. Items prohibited from sale on Mandala Charms, including services and intangible goods.

  9. Transactions where payment is not made via Mandala Charms’s checkout system.

Requesting a Cancellation

Only Mandala Charms may cancel transactions. Buyers may request Mandala Charms to cancel an order via Mandala Charms Messages/E-mail. Note that all cancellations must comply with our Anti-Discrimination Policy.

Returning an Item

Mandala Charms has return policies, which should be outlined in their Shop Policies. If you reside in the European Union, you may be entitled to a 14-day “cooling off period”, or a “right of withdrawal”, during which you may return an item for any reason. Read more about the EU right of withdrawal in this Help article.

Last updated on 27 Apr, 2021