Refund, Return & Replacement Policy

Last Updated: [ 21/08/2026 ]

Effective Date: [ 21/08/2026 ]

This Refund, Return & Replacement Policy explains the conditions and procedures applicable to orders placed through [ ZONEX APPARELS ].

We aim to provide customers with genuine, accurately described and properly packaged products. If an eligible product is damaged, defective, incorrect, incomplete or otherwise qualifies for return/replacement under this policy or applicable law, customers may contact us for appropriate resolution.

1. Order Cancellation

Customers may request cancellation of an order before the order has been dispatched.

Once an order has been packed, handed over to the logistics provider or marked as shipped, cancellation may no longer be possible.

If cancellation is accepted after payment, the eligible refund will be processed through the applicable payment method, subject to the applicable payment provider's processing time.

Nothing in this section limits any cancellation or refund right that may be available under applicable law.

2. Return Eligibility

A return may be accepted where the product is:

• Damaged during delivery
• Defective or non-functional
• Incorrectly supplied
• Missing essential components
• Significantly different from the product description
• Eligible for return according to the specific product listing

Return eligibility may vary by product category.

Certain products may be non-returnable because of their nature, hygiene considerations, software/digital activation, consumable status, customisation or other legitimate reasons.

Any product-specific return restriction will be disclosed on the relevant product page or at checkout where applicable.

3. Damaged Product on Delivery

Customers should inspect the package at delivery whenever reasonably possible.

If the package appears visibly damaged, tampered with or opened, the customer should:

1. Photograph/video the package before opening it.
2. Photograph the shipping label.
3. Record the condition of the package.
4. If possible, make an appropriate remark during delivery.
5. Contact us as soon as reasonably possible.

For concealed damage discovered after opening, customers should preserve the product, packaging, labels and accessories and contact us promptly.

We may request photographs, videos, unboxing evidence, serial numbers or other information reasonably necessary to investigate the claim.

4. Wrong Product

If we send an incorrect product, variant, colour, size, model or other materially incorrect item, the customer should contact us promptly.

After verification, we may provide an appropriate resolution, which may include:

• Replacement with the correct product
• Return and refund
• Other legally appropriate resolution

The customer should not alter, misuse or dispose of the incorrectly supplied product before the claim is resolved.

5. Defective Product

If a product develops a manufacturing defect or does not function as represented, the customer may contact us.

Depending on the product and circumstances, resolution may include:

• Troubleshooting
• Replacement
• Repair
• Return and refund
• Manufacturer warranty service

Where a manufacturer's warranty applies, the customer may also be required to follow the manufacturer's warranty process.

6. Missing Items or Components

If an item, accessory, quantity or essential component is missing from an order, the customer should contact us promptly with:

• Order number
• Description of the missing item
• Photographs/video where reasonably available
• Packaging photographs
• Shipping label information

After verification, we may provide the missing item, replacement or other appropriate resolution.

7. Return Request Procedure

To request a return, contact:

Email: [ zonexapparels@gmail.com ]

Phone/WhatsApp: [ +91 9093494925 ]

Please provide:

• Order ID
• Customer name
• Registered mobile/email
• Product name
• Reason for return
• Photographs/videos where applicable
• Description of the issue

We may provide return instructions after reviewing the request.

8. Return Shipping

Where the return is due to:

• Wrong product supplied by us
• Defective product
• Damage attributable to delivery
• Missing item attributable to fulfilment
• Another issue for which we are responsible

we may arrange or reimburse eligible return shipping, subject to verification and applicable law.

For voluntary returns permitted under a product-specific policy, return shipping may be borne by the customer where clearly disclosed before purchase.

9. Product Condition for Return

Unless the return concerns a defect, damage, incorrect item or another issue where this requirement would be unreasonable, returned products should generally be:

• Unused or reasonably unused
• In original condition
• Returned with original packaging where applicable
• Returned with accessories
• Returned with manuals, tags and included items where applicable
• Accompanied by the relevant invoice/order details

A return may be rejected or adjusted where the product has been materially damaged by the customer, subject to applicable consumer rights and law.

10. Replacement Policy

Where replacement is approved, replacement may be subject to product availability.

If the same product is unavailable, we may offer:

• An equivalent replacement, with customer agreement where required
• Refund
• Another appropriate resolution

We will not knowingly use a replacement process to deprive a customer of a remedy available under applicable law.

11. Refund Policy

Where a refund is approved, the refund will generally be processed to the original payment method or another legally permissible method.

Refunds may be applicable in circumstances such as:

• Approved cancellation
• Approved return
• Product unavailable after payment
• Wrong product supplied where refund is selected
• Defective/damaged product where refund is approved
• Duplicate payment
• Other circumstances requiring refund under applicable law

12. Refund Processing Time

After the return is received and the necessary verification is completed, we will initiate an eligible refund within a reasonable period and in accordance with applicable law.

The time taken for the amount to actually appear in the customer's bank account, card account or payment wallet may depend on the payment gateway, bank or financial institution.

We are not responsible for delays caused solely by a bank, card network, payment gateway or other third-party financial institution after the refund has been successfully initiated.

13. COD Orders

For Cash on Delivery orders, a refund cannot be made to a payment method that was never charged.

Where an eligible COD order qualifies for a refund, we may request the customer's bank-account or other legally permissible payment details necessary to process the refund.

Customers should never provide:

• UPI PIN
• ATM PIN
• CVV
• Internet-banking password
• OTP

for the purpose of receiving a refund.

14. Delivery Failure and RTO

An order may be returned to the seller/logistics origin (“RTO”) because of circumstances including:

• Incorrect address
• Incomplete address
• Customer unavailable
• Repeated delivery attempts unsuccessful
• Customer refusal
• Failure to accept COD delivery
• Customer-requested delivery postponement beyond available limits
• Other logistics-related circumstances

If an order becomes RTO, we may contact the customer regarding re-shipment, cancellation or refund.

Any deduction from a refund will only be made where legally permissible and where the relevant charge or deduction has a lawful and properly disclosed basis.

15. Open-Box / Unboxing Evidence

For products that are expensive, fragile, electronic or otherwise susceptible to transit damage or component substitution, we may recommend or require a continuous unboxing video for efficient investigation.

Where evidence is reasonably available, the video should show:

• Sealed outer package
• Shipping label
• Package condition
• Opening of the package
• Product and accessories
• Serial number/IMEI where applicable

Failure to provide such evidence does not automatically eliminate a customer's statutory rights; however, lack of evidence may make verification of certain claims more difficult.

16. Serial Number and Product Verification

For applicable products, we may record or verify:

• Serial number
• IMEI
• Barcode
• Product identification number
• Batch number
• Warranty information

This may be used to prevent fraud, substitution, duplicate claims and unauthorised returns.

17. Fraudulent or Abusive Claims

We reserve the right to investigate suspicious return, replacement or refund activity.

Examples may include:

• Repeated false damage claims
• Product substitution
• Returning a different product
• Tampering with serial numbers
• Returning an incomplete product
• Fraudulent payment/refund activity
• Repeated misuse of promotional or return benefits

Where permitted by law, we may restrict future transactions or take appropriate legal action.

We will not use this clause to deny a genuine consumer remedy merely because a customer has previously made a legitimate return.

18. Non-Returnable Products

Where applicable, certain products may not be eligible for ordinary change-of-mind returns, including products that are:

• Custom-made or personalised
• Perishable
• Hygiene-sensitive after opening
• Consumable after opening
• Digitally activated
• Software/license products after activation
• Specifically identified as non-returnable on the product page

This does not exclude remedies for defective, damaged, incorrect or otherwise legally protected claims where applicable.

19. Product-Specific Policy

A product listing may contain additional return, replacement or warranty terms.

Where a product-specific term applies, it will be displayed before or during the purchase process where reasonably applicable.

In case of conflict, applicable law will prevail.

20. Manufacturer Warranty

Where a product carries a manufacturer warranty, the warranty may be provided directly by the manufacturer or authorised service network.

Warranty periods, exclusions, repair procedures and service locations may vary by manufacturer and product.

A manufacturer's warranty does not necessarily replace or remove any consumer remedy available under applicable law.

21. Refund for Undelivered Orders

If an order cannot be delivered and is cancelled or otherwise qualifies for refund, we will process the eligible refund after confirming the order status and applicable circumstances.

For prepaid orders, the eligible amount will generally be returned through the original payment route or another legally permissible method.

22. Taxes, Shipping Charges and Refund Calculations

Where a refund is approved, the refund calculation will be made in accordance with the nature of the transaction, applicable tax requirements, disclosed shipping charges and applicable law.

We will not make unlawful deductions from a consumer's refund.

23. Customer Responsibilities

Customers should:

• Provide accurate delivery information
• Provide a reachable phone number
• Inspect packages when reasonably possible
• Report problems promptly
• Preserve packaging where relevant
• Provide truthful information
• Cooperate reasonably with verification

24. No Waiver of Statutory Rights

Nothing in this policy is intended to:

• Exclude a consumer's statutory rights
• Restrict rights that cannot legally be restricted
• Permit unfair trade practices
• Prevent a customer from approaching an appropriate consumer authority or forum

Where applicable law provides a greater consumer protection than this policy, applicable law will prevail.

25. Grievance and Customer Support

For return, refund or replacement requests:

Business Name: [ ZONEX APPARELS ]

Email: [ zonexapparels@gmail.com ]

Phone/WhatsApp: [ +91 9093494925 ]

Address: [ Chhota Mallikpur , Dhaniakhali , Hooghly , Pin - 712302 , West Bengal ]

Grievance Officer / Customer Support Contact: [ Animesh Hansda - Proprietor ]

Please include your Order ID whenever contacting us regarding an order.

26. Policy Updates

We may update this policy from time to time to reflect:

• Changes in our business
• Changes in logistics arrangements
• Changes in payment systems
• Changes in applicable law
• Changes in product categories

The updated policy will be published on our website with a revised “Last Updated” date.

27. Governing Law

This policy shall be interpreted in accordance with applicable laws of India.

Nothing in this policy prevents a consumer from exercising rights available under applicable consumer-protection law.

[ ZONEX APPARELS ] reserves the right to verify every return, replacement and refund request fairly and reasonably before issuing the applicable remedy.