Refund policy

Return and Refund Policy

Last updated: 14 October 2026

At Zorivaz, customer satisfaction is important to us. We want you to shop with confidence, and we aim to make returns, exchanges, and refunds straightforward and transparent.

This policy explains how to request a return, when a refund may be issued, and what to do if your order arrives damaged, defective, or incorrect.

1. Return Eligibility

You may request a return, replacement, or refund if:

You receive a damaged or defective product.
You receive an incorrect product.
The product is materially different from its description or advertised specifications.
Your purchase qualifies for a return under the conditions displayed on the product page or at checkout.
A return, refund, or other remedy is required under applicable law.

For change-of-mind returns, products should generally be unused, in their original condition, and returned with their original packaging, tags, accessories, and included items, where applicable.

These conditions will not override your rights under applicable Indian law for defective, damaged, incorrect, misdescribed, or otherwise legally returnable products.

2. Return Timeframe — 4 Days

You must contact Zorivaz within 4 days of receiving your order to request a return or exchange under this policy.

The four-day period begins on the date the order is delivered, rather than the date it was purchased.

To help us process your request, please provide:

Your order number
The product name
The reason for the return
Clear photographs or videos if the product is damaged, defective, or incorrect, where applicable

We recommend contacting us as soon as possible after identifying an issue.

The four-day timeframe does not limit any consumer rights or remedies that cannot legally be restricted.

3. How to Request a Return

To initiate a return, email us at shopzorivaz@gmail.com with the subject line “Return Request — [Order Number]”.

Once we receive your request, we will review the details and inform you of the next steps, including whether the product needs to be returned and how to send it back.

Please do not send a product to an address unless our support team has provided the appropriate return instructions.

4. Refund Process and Timing

Once your return is approved and the returned product has been received and inspected, where a return is required, we will notify you of the outcome.

If a refund is approved:

The refund will generally be issued to the original payment method where feasible.
Payments made through Razorpay will be refunded through the applicable payment process.
We aim to initiate approved refunds within 5–7 business days after approval and completion of any required inspection.
The time it takes for the amount to appear in your account may depend on Razorpay, your bank, or your payment provider.

If a refund is required by applicable law, we will handle it within the legally applicable timeframe.

Original shipping charges will be refunded where required by law or where the return results from our error, such as an incorrect or defective product, as applicable.

We will communicate any relevant refund updates to you.

5. Exchanges and Replacements

Exchanges or replacements may be available for eligible products, subject to stock availability.

You may request an exchange if:

You receive a defective or damaged product.
You receive the wrong product.
The product qualifies for an exchange under the conditions disclosed at the time of purchase.

If the same product is unavailable, we will discuss an appropriate alternative or refund, as applicable.

Any exchange remains subject to your statutory rights under applicable law.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us within 4 days of delivery and provide your order number along with clear photographs or videos, where possible.

We will review the issue and advise you on the appropriate resolution, which may include:

A replacement
An exchange
A refund
Another remedy required by applicable law

For eligible returns arising from damage, defects, or our fulfilment error, Zorivaz will cover reasonable return shipping costs or arrange an appropriate collection where available.

You will not be required to give up a remedy provided by law simply because photographs are unavailable or a particular return procedure cannot reasonably be followed.

7. Non-Returnable Items

Certain products may not be eligible for change-of-mind returns, where permitted by law. These may include:

Products clearly marked as non-returnable before purchase
Personal-care or hygiene products where opening or use makes return inappropriate for health or hygiene reasons
Perishable goods, where offered
Products made to the customer's specifications or personalised items, where applicable
Digital products, where offered and where exclusion is legally permitted

This list applies only where relevant to the products sold by Zorivaz and where permitted by applicable law.

Defective, damaged, incorrect, or misdescribed products will still be handled in accordance with applicable consumer-protection laws. A product will not be excluded from a legally required remedy simply because it falls into a general non-returnable category.

8. Return Shipping Costs

Return shipping costs depend on the reason for the return:

Damaged, defective, or incorrect products: Zorivaz will cover reasonable return shipping costs or arrange collection where available.
Change-of-mind returns: The customer may be responsible for return shipping costs, provided this condition was disclosed before purchase and is permitted by law.
Other eligible returns: We will explain any applicable shipping costs before the return is completed.

We will not impose undisclosed return charges or apply charges in a way that violates applicable law.