Return & Refund Policy
- What is this Return and Refund Policy?
2. Terms of Return and Refund
2.1. If the User is dissatisfied with the purchased Product received from Zest N Zeal, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by Zest N Zeal after due verification at its sole discretion), a User may initiate a request for returning the Product on the Website. The User shall initiate such requests for a return not later than 7 (seven) days from the date on which he/she received the delivery of the Product. While raising a request for return on the Website, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product in the form of Zest N Zeal store credit. The User will be required to fill in the return form at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags (if any) intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. Zest N Zeal reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
2.2. A User is permitted to cancel orders prior to its dispatch from Zest N Zeal. Upon successfully placing an order on the Website and/or the Mobile Applications and after Zest N Zeal has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by sending an email to Zest N Zeal at firstname.lastname@example.org to process a cancellation. In all events of cancellation, prior to the dispatch of the purchased Products, Zest N Zeal shall initiate refunds. The refund will reflect in the User’s store credit within a reasonable time.
2.3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Zest N Zeal to process refunds. For illustrative purposes, if the User has purchased a top and a pair of skirts as 1 (one) Product in a promotional package, the User will be required to return both the top and the pair of skirts and will not be permitted to return either only the top or only the pair of skirts from the Bundled Package.
2.4. Return of or refund for purchased Products shall not be entertained by Zest N Zeal if:
• 2.4.1. the Product has been used for reasons apart from checking fit and comfort. If Zest N Zeal is satisfied that the Product has been used for reasons apart from checking fit and comfort, Zest N Zeal shall reserve the right to reject the return of the Product;
• 2.4.2. the Product has been washed;
• 2.4.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
• 2.4.4. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
• 2.4.5. Zest N Zeal is satisfied that the Product has been rendered defective or unusable.
2.5. Zest N Zeal shall initiate a process of refund of the monies paid by the User towards purchase of a Product in the form of store credit, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the Zest N Zeal shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
2.6. It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Zest N Zeal after due verification at its sole discretion).
2.7. Zest N Zeal shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and/or email address. Zest N Zeal disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
2.8. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, Zest N Zeal shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
2.9. Zest N Zeal shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request within 2 (two) business days from the date on which it receives a confirmation from its quality checks team. If the request for refund is undisputed by Zest N Zeal, the refund should reflect in the User’s store credit within such reasonable time from the date on which Zest N Zeal initiates the refund.
2.10. If a User has utilised existing store credit for purchase of Products. Zest N Zeal shall process all refunds into the User’s store credit. The amount refunded as Store Credits to a user’s Zest N Zeal account, cannot be further refunded to any other bank account or as cash, and would continue to remain in the user’s Zest N Zeal account until exhausted for shopping on the website and/or Mobile Application.
For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using available store credit, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then Zest N Zeal will refund, at its sole discretion, both the amounts only as store credit.
2.11. Return of purchased Products are facilitated through Zest N Zeal’s reverse-logistics partners. Upon a User making a request for return of Product on the Website and the same being duly acknowledged by Zest N Zeal, Zest N Zeal’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to Zest N Zeal. While Zest N Zeal has made reasonable endeavours to ensure delivery and pick-ups across multiple locations, currently, Zest N Zeal has a select list of countries & its areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where Zest N Zeal is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to Zest N Zeal’s warehouse. Upon self-shipping the Product to Zest N Zeal’s warehouse, the User shall be required to scan the courier/postal receipt to email@example.com for Zest N Zeal’s records. In case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Zest N Zeal after due verification at its sole discretion). Wherever the User/customer is required to self-ship the purchased product, Zest N Zeal shall credit the sum payed by the customer to self-ship, in Store Credits to the customer’s Zest N Zeal account. This credit is subject to the customer/user providing the valid ‘proof of delivery’ (after due verification at its sole discretion) and the returned product passing Quality Check at Zest N Zeal’s Return Desk/Warehouse. The address of Zest N Zeal’s warehouse is:
Zest N Zeal
C-402, Sea Gull CHS, Rizvi Complex
Sherly Rajan Road, Bandra (W)
2.12. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 2.8 above and Zest N Zeal does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to Zest N Zeal to prove his/her claim of return of Products through self-shipment to Zest N Zeal. It is specifically clarified that any refunds or exchange shall be processed by Zest N Zeal only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.
3. Grievance Redressal
Any grievances relating to the Return and Refund Policy may be directed by you to the grievance officer of Zest N Zeal who can be contacted at firstname.lastname@example.org.