Refund policy

Exchange & Returns :-

We are committed to maintaining the highest quality standards and undertake stringent quality checks and utmost care for all our deliveries. However, customer satisfaction is of paramount importance to us and in the rare instance a customer is not happy with the received order, we extend the exchange option too. 

Exchange Eligibility Criteria :-

Domestic orders of Zoya apparel are eligible for exchange as per the below criteria: 

  • Only for size-related issues or in rare cases, where you receive a wrong or damaged product. 
  • Only if the original packaging and tags are intact & the product is not used or washed. 
  • Only if they have been purchased from our website. For Zoya products purchased from third-party sites/marketplaces, the customer is requested to refer to their specific terms & conditions.

Your purchase order will not be eligible for exchange in the following cases:

  • Products purchased during sale/discounts or using voucher/coupon code are not eligible for return or exchange
  • Our jewellery items are not eligible for returns or exchange.
  • Customized products or special bulk orders are not eligible for returns or exchanges.
  • International orders are not eligible for returns or exchange.
  • All the orders are handcrafted and handled by humans and hence, certain variations in details or finish are inevitable. We run through multi-level quality checks before dispatching your order. However, in the rare of any minuscule issues like tassel pulled or loosened or broken button/zipper, the order may not be eligible for exchange. 
  • If the customer doesn’t like the fabric/work of the garment. We are transparent about our garment process and materials use and we suggest the customers to properly read the product descriptions and check all the photos before ordering. If required, the customer can also contact us for more information about the product. 
  • We make sure to showcase the actual colour of the clothing as closely as possible. However, owing to the difference in screen resolution/display settings of the device used by the customer and the camera lights, there may be 10-12% colour difference. So, citing colour differences won’t be an eligible criterion for exchange

 

Exchange Information & Process :-

Next steps for the customer to follow if the purchase meets the exchange criteria above:

  • Please contact our customer care team and raise an exchange query for within 48 hours of order delivery via email or call. 

Write to us at infozoyacloth@gmail.com 

  • In the case of the garment size exchange, the customer is requested to share the order number along with the received size, the issue with the current size and the new size they require.  
  • After acceptance of the exchange request, the customer needs to dispatch the purchased order within 4 days. 
  • In cases of size-related exchange requests, we do not offer a reverse pick-up facility and the charges of shipping the product are borne by the customer only. 
  • In case of exchange requests for receiving wrong or damaged product(s), we either ensure a reverse pick-up facility or if the customer ships back the product. 
  • Upon receiving the product at our warehouse, it will be sent to the quality test department where it undergoes a thorough inspection. After we receive a go-ahead from the inspection department, our order management team dispatches a new piece in the desired size to the customer. 
  • In certain circumstances wherein the replacement for the required garment is not available due to some reason, we inform the customer of the same and issue a credit note for the full amount of the product. For credit note usage, please refer to our Order & Payments section.

 

Returns Policy :-

Once sold, we do not provide refunds/returns on any product. They can be exchanged for replacement in a bigger or a smaller size (provided the above-mentioned terms and conditions are met). 

In case the customer receives a damaged or torn parcel from our logistics partner, we request them to not accept the parcel and make a video of the damaged parcel and share it with us as soon as possible on our email id  infozoyacloth@gmail.com along with their order number, name and address. We will try our best to resolve the issue within 4-5 working days.

After customer ship on address our team will check and give refund after deduct 750 for more than 1999 product price.

 

PLEASE NOTE: 

The request for size exchange will be catered to only once. Please make the decisions accordingly.

Exchange Shipping Address 

After receiving confirmation for your exchange/return request from us, the customer is requested to ship the product to the address