ZOERAM Order Cancellation Policy

Effective Date: 12 July 2026
Last Updated: 12 July 2026

This Order Cancellation Policy explains when and how customers may request the cancellation of an order placed with ZOERAM.

By placing an order with ZOERAM, you agree to the terms described in this policy.

1. Customer Order Cancellation

Customers may request to cancel an order only before the order has been dispatched or shipped.

Submitting a cancellation request does not automatically confirm that the order has been cancelled. The cancellation will depend on whether the order has already entered processing, packing, dispatch, or shipment.

Once an order has been dispatched or shipped, it cannot be cancelled under this Order Cancellation Policy.

2. How to Request a Cancellation

To request an order cancellation, customers must contact ZOERAM through the customer support channel provided on the ZOERAM website, order confirmation, or other official communication.

Customers should provide sufficient order information, such as:

• Order number

• Customer name

• Registered phone number or email address

• Reason for cancellation

ZOERAM may request additional information where reasonably necessary to locate and verify the order.

Customers should never share sensitive banking information, card PINs, passwords, one-time passwords, CVV numbers, or account login credentials while requesting a cancellation.

3. Cancellation Requests After Dispatch

Orders that have already been dispatched or shipped cannot be cancelled.

Where applicable, customers may refer to the ZOERAM Return & Refund Policy after receiving the product.

Eligibility for a return, replacement, or refund will be determined separately in accordance with the Return & Refund Policy.

Refusing delivery does not automatically guarantee a refund and may be handled according to the applicable Return & Refund Policy and any other relevant terms.

4. Prepaid Order Cancellations

If a prepaid order is successfully cancelled before dispatch, any eligible refund will be processed to the original payment method used for the purchase.

The time taken for the refunded amount to appear may depend on the payment provider, bank, card issuer, or financial institution.

ZOERAM is not responsible for delays caused solely by banks, payment gateways, card networks, or other third-party payment service providers.

Customers should not provide sensitive banking credentials to receive a refund. ZOERAM will not ask for a card PIN, CVV, password, or one-time password to process a standard refund.

5. Cash on Delivery Order Cancellations

Cash on Delivery orders may be cancelled before dispatch by contacting ZOERAM through an official customer support channel.

Once a Cash on Delivery order has been dispatched or shipped, it cannot be cancelled under this policy.

6. Customized or Personalized Products

Customized, personalized, made-to-order, or specially prepared products may not be eligible for cancellation once customization, production, or preparation has started.

Any cancellation eligibility for such products will depend on the product details, order status, and applicable terms communicated at the time of purchase.

7. Cancellation by ZOERAM

ZOERAM reserves the right to cancel an order where reasonably necessary, including situations involving:

• Product unavailability

• Inventory or stock issues

• Incorrect product information or pricing errors

• Payment failure or payment verification issues

• Incomplete, incorrect, or undeliverable shipping information

• Suspected fraud, misuse, unauthorized transactions, or security concerns

• Duplicate or suspicious orders

• Operational, technical, or logistical difficulties

• Events beyond ZOERAM’s reasonable control

• Violation of applicable terms, policies, or law

Where an eligible prepaid order is cancelled by ZOERAM, the applicable amount will be refunded to the original payment method.

8. Incorrect Pricing or Product Information

ZOERAM makes reasonable efforts to ensure that product descriptions, availability, and pricing information are accurate.

However, errors may occasionally occur. If an order is placed using materially incorrect pricing or product information, ZOERAM may contact the customer, correct the error, reject the order, or cancel the order where permitted by applicable law.

Any eligible amount already paid for a cancelled order will be refunded to the original payment method.

9. Address and Contact Information Issues

Customers are responsible for providing complete and accurate contact, billing, and shipping information while placing an order.

ZOERAM may cancel an order if the shipping address is incomplete, incorrect, unverifiable, outside the available delivery area, or otherwise undeliverable.

ZOERAM may also cancel an order if the customer cannot be contacted where confirmation or verification is reasonably required.

10. Changes to an Order

A request to change the product, quantity, size, colour, shipping address, payment method, or other order details may not always be possible after the order has been placed.

Where changes cannot be made, the customer may request cancellation before dispatch and place a new order, subject to the cancellation eligibility described in this policy.

Product availability and pricing for a new order may differ from the original order.

11. Partial Order Cancellation

Cancellation of individual items within a multi-item order may not always be possible.

Where partial cancellation is operationally available, ZOERAM may cancel the eligible item or items while continuing to process the remaining order.

If partial cancellation is not available, the customer may be required to cancel the complete order before dispatch and place a new order.

12. Promotional Offers, Discounts, and Coupons

If an order placed using a discount, coupon, promotional offer, bundle offer, or free gift is cancelled, the cancellation and refund will be calculated according to the applicable promotional terms.

A coupon, discount, promotional benefit, or free gift may not be reinstated after cancellation unless required by the applicable offer terms or law.

For partial cancellations, the value of any discount, bundle benefit, promotional benefit, or free gift may be adjusted based on the remaining eligible items.

13. Cancellation Confirmation

An order will be considered cancelled only after ZOERAM confirms the cancellation through an official communication channel or the order status reflects successful cancellation.

Until confirmation is provided, the order may continue to be processed.

14. Abuse of Cancellation Facility

ZOERAM may restrict, review, reject, or take appropriate action regarding repeated, excessive, fraudulent, abusive, or suspicious cancellation activity, subject to applicable law.

This may include activity intended to misuse promotional offers, interfere with order processing, cause financial loss, or avoid legitimate obligations.

15. Relationship with the Return & Refund Policy

This Order Cancellation Policy applies primarily before an order is dispatched or shipped.

After dispatch or delivery, any request concerning return, replacement, damaged products, incorrect products, missing items, refunds, or related concerns will be governed by the ZOERAM Return & Refund Policy.

16. Applicable Law and Consumer Rights

Nothing in this Order Cancellation Policy is intended to exclude, limit, or restrict any statutory rights or remedies available to customers under applicable consumer protection laws.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

17. Policy Updates

ZOERAM may update this Order Cancellation Policy from time to time to reflect changes in business operations, legal requirements, services, or internal processes.

The updated policy will become effective when published with a revised “Last Updated” date, unless otherwise required by applicable law.

18. Contact Us

For cancellation requests or questions regarding this policy, customers should contact ZOERAM through the official customer support details provided on the ZOERAM website, order confirmation, or other official ZOERAM communication channel.