Return & Refund Policy

Effective Date: 28 July 2026
Last Updated: 29 July 2026

1. Introduction

At ZOERAM, customer satisfaction is important to us. We aim to provide quality products and a smooth, transparent and reliable shopping experience.

This Return & Refund Policy explains the eligibility requirements, reporting periods and procedures applicable to:

• Returns

• Refunds

• Replacements

• Exchanges

• Damaged, defective or incorrect products

• Order cancellations

This policy applies to purchases made directly through the official ZOERAM online store.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded under applicable law.

2. General Return Eligibility

A product may be eligible for return when all applicable conditions below are satisfied:

• The return request is submitted within 7 days from the date of delivery.

• The product is unused, unworn, unwashed and in its original condition.

• The product has not been altered, damaged or misused after delivery.

• The original packaging, tags, labels, accessories, manuals and invoice are included, wherever applicable.

• The product is not identified as non-returnable under this policy or on its product page.

• The customer follows the return instructions provided by the ZOERAM support team.

• The returned product matches the product originally delivered by ZOERAM.

Products showing signs of use, washing, wear, alteration, misuse, customer-caused damage or missing original components may not be accepted.

Submitting a return request does not automatically guarantee approval. Every request may be reviewed according to the product category, reason for return, submitted evidence and condition of the returned product.

ZOERAM reserves the right to approve or reject a return after reasonably reviewing the available information and inspecting the product.

3. Return Request Timeframe

Customers should submit an eligible general return request within 7 days from the date of delivery.

The delivery date recorded by the courier or order-tracking system will ordinarily be used to calculate the return period.

Return requests submitted after the applicable period may not be accepted, except where:

• The product has a genuine latent or subsequently discovered defect

• A longer period is expressly mentioned on the product page

• ZOERAM confirms an exception in writing

• A remedy is required under applicable law

4. Damaged, Defective, Missing or Incorrect Products

Customers are encouraged to contact ZOERAM within 48 hours of delivery if they receive:

• A damaged product

• A defective or non-functioning product

• An incorrect product

• An incorrect size, colour or variant

• A product with missing parts or accessories

• An incomplete order

• A product materially different from its description

• Packaging damage that has affected the product

Prompt reporting helps us verify the issue with the courier, fulfilment partner or supplier.

The 48-hour reporting period does not remove or restrict any statutory consumer right or remedy that may be available under applicable law.

Please keep the product, accessories, packaging, shipping label and invoice safely until the review is completed.

5. Evidence Required for Product Issues

To review a damaged, defective, missing or incorrect-product claim, ZOERAM may reasonably request:

• Order number

• Customer’s registered name and contact details

• A clear description of the issue

• Clear photographs of the product

• Photographs of the outer and inner packaging

• A photograph of the shipping label

• Photographs of all received accessories and components

• An unboxing or issue video, where reasonably necessary and available

An unboxing video may help us verify a claim, but the absence of an unboxing video will not automatically result in rejection of a genuine complaint.

ZOERAM will review the claim using all reasonably available information and evidence.

Customers must not dispose of, repair, alter or continue using a reportedly damaged or defective product while the claim is under review, unless instructed otherwise by ZOERAM.

6. Available Resolutions

After successful verification, ZOERAM may provide an appropriate resolution, which may include:

• Replacement

• Exchange

• Refund

• Replacement of a missing part or accessory

• Another reasonable resolution agreed with the customer

The available resolution will depend on:

• Nature of the issue

• Product condition

• Evidence provided

• Product category

• Stock availability

• Customer’s location

• Operational feasibility

• Applicable law

Where the same replacement product or variant is unavailable, ZOERAM may offer:

• An alternative eligible variant

• A product of comparable value, with the customer’s agreement

• A refund, where applicable

7. How to Request a Return

To request a return, replacement, exchange or refund:

1. Contact ZOERAM through email or WhatsApp.

2. Provide your order number and registered contact information.

3. Clearly explain the reason for the request.

4. Share photographs, videos or other supporting evidence where requested.

5. Wait for approval and return instructions from the ZOERAM support team.

6. Make the product available for pickup, where pickup is offered, or send it through the instructed return method.

7. Retain the return receipt or tracking details until the case is completed.

Email: support@zoeram.com

Products returned without prior approval may not be accepted or processed.

Customers must not send products to the business address or any other address unless specifically instructed by the ZOERAM support team.

Return approval does not automatically guarantee a refund. The returned product may first be inspected after it is received.

8. Return Inspection

After receiving the returned product, ZOERAM may inspect it to verify:

• Product identity

• Product condition

• Return reason

• Original packaging and tags

• Included accessories or components

• Signs of use, misuse or alteration

• Whether the returned item matches the item delivered

• Whether the return complies with this policy

If the return is approved after inspection, the applicable refund, exchange or replacement will be processed.

If the return is rejected, ZOERAM will communicate the reason to the customer.

A returned product that is different from the product originally delivered, contains missing parts or shows customer-caused damage may be rejected.

9. Refund Process

Once an eligible returned product has been received, inspected and approved, the refund will generally be initiated within 5–7 business days.

The applicable refund method and any required verification details will be communicated to the customer by the ZOERAM support team.

Customers must provide accurate information requested for processing an approved refund.

ZOERAM will process accepted refund requests within a reasonable period and according to applicable law.

10. Cash on Delivery Refunds

For an approved Cash on Delivery refund, the ZOERAM support team may request information reasonably necessary to process and verify the refund.

Customers must provide complete and accurate information. ZOERAM will not be responsible for a failed or incorrect refund caused by inaccurate information supplied by the customer, although we will reasonably assist in reviewing the matter.

ZOERAM will never ask customers to share passwords, login codes or unnecessary confidential information through email, WhatsApp or the AI chatbot.

11. Refund Amount

Where a full refund is approved, the eligible product amount paid by the customer will be refunded, subject to this policy.

The final refundable amount may be affected by:

• Discounts or coupons applied

• Partial order returns

• Promotional or bundled-product conditions

• Products retained by the customer

• Other adjustments clearly explained during the return process

Any permitted adjustment will be communicated to the customer before or during the return process.

Nothing in this section permits deductions that are prohibited under applicable law.

12. Return Arrangements

Where a return is approved because ZOERAM delivered a damaged, defective, materially misdescribed or incorrect product, ZOERAM may:

• Arrange a return pickup

• Provide return instructions

• Confirm another appropriate return arrangement

For other approved returns, customers must follow the return method and instructions provided by the ZOERAM support team.

Customers should not send a product independently without first receiving approval and return instructions.

ZOERAM is not responsible for products:

• Returned without authorization

• Sent to an incorrect address

• Sent through an unapproved method

• Lost because the customer did not obtain tracking or proof of dispatch

This does not limit any responsibility that cannot lawfully be excluded.

13. Exchanges and Replacements

ZOERAM may offer an exchange or replacement for:

• Damaged products

• Defective products

• Incorrect products

• Missing components

• Eligible size, colour or variant issues

• Other verified fulfilment errors

Exchanges and replacements are subject to:

• Successful verification

• Return eligibility

• Product availability

• Customer location and courier serviceability

• Product-category restrictions

The replacement product will ordinarily be shipped after the original product has been returned or collected and the claim has been verified, unless ZOERAM confirms another arrangement.

The delivery time for a replacement may vary depending on stock and location.

If the requested replacement is unavailable, ZOERAM may offer another suitable resolution, including an applicable refund.

14. Change-of-Mind Returns

A change-of-mind return may be considered only when:

• The product is eligible for return

• The request is submitted within 7 days of delivery

• The product is completely unused and in its original condition

• All packaging, tags, labels, accessories and components are intact

• The product page does not identify the item as non-returnable

• The customer follows the approved return process

Examples of change-of-mind reasons may include:

• The customer no longer requires the product

• The customer ordered the wrong item or variant

• The customer’s personal preference has changed

• The product is not suitable for the customer’s personal needs despite matching its description

Approval of change-of-mind returns is not guaranteed and will depend on the product category, condition and applicable return requirements.

For an approved change-of-mind return:

• The product must be returned according to the instructions provided by ZOERAM.

• All original packaging, tags, accessories and components must be included.

• The refund will be processed only after inspection and approval.

• Promotional or bundled-order conditions may affect the eligible refund amount.

15. Non-Returnable Items

The following products may not be eligible for a change-of-mind return:

• Used, washed, worn or altered products

• Products damaged because of customer misuse or improper handling

• Personal-care, hygiene or intimate-use products

• Products with broken hygiene seals or safety seals

• Customized, engraved or personalized products

• Digital or downloadable products

• Clearance or final-sale products, where clearly disclosed

• Gift cards, where applicable

• Perishable products, where applicable

• Products missing packaging, accessories, tags or components

• Any product expressly marked as non-returnable on its product page

A product being listed as non-returnable does not prevent a customer from reporting a genuine:

• Damaged product

• Defective product

• Incorrect product

• Missing item or component

• Materially misdescribed product

• Other issue eligible for redress under applicable law

Nothing in this policy limits any statutory consumer right or remedy.

16. Product Suitability and Minor Variations

A return may not be approved solely because of a minor variation that does not materially affect the product’s identity, quality or function.

Minor variations may include:

• Slight colour differences caused by screen settings or lighting

• Minor measurement differences

• Packaging changes made by the manufacturer

• Minor manufacturing variations

• Differences expressly disclosed on the product page

However, a customer may report a product that is materially different from its description, images, specifications or the item ordered.

17. Order Cancellations

Customers may request cancellation only before the order has been shipped or handed over to the courier partner.

To request cancellation, contact ZOERAM as soon as possible with:

• Order number

• Registered name

• Registered email address or phone number

• Reason for cancellation

Email: support@zoeram.com

Submitting a cancellation request does not guarantee cancellation. Approval depends on the current processing and fulfilment status.

Once an order has been shipped, cancellation may no longer be possible.

After delivery, any eligible request will be reviewed under this Return & Refund Policy.

18. Refunds for Cancelled Orders

For a successfully cancelled Cash on Delivery order where no payment has been collected, no refund will ordinarily be required.

Where an amount has already been collected in connection with an eligible cancelled order, the applicable refund will be processed after cancellation approval and verification.

19. Refused or Failed Deliveries

Refusing a dispatched order does not automatically qualify as an approved cancellation or return.

Delivery may fail because of:

• Customer unavailability

• Incorrect or incomplete address

• Invalid or unreachable phone number

• Refusal to accept the package

• Failure to complete Cash on Delivery payment

• Repeated unsuccessful delivery attempts

The package may be returned to ZOERAM.

After receiving and reviewing the returned package, ZOERAM may:

• Contact the customer for verification

• Cancel the order

• Offer another delivery attempt where operationally possible

• Restrict future Cash on Delivery orders where repeated refusal or misuse is identified

The available resolution will depend on the circumstances and applicable law.

20. Promotional, Bundled and Free Products

Where an order includes:

• A bundle

• Buy-one-get-one promotion

• Free gift

• Promotional item

• Quantity-based discount

All products forming part of the offer may need to be returned together to qualify for a full refund.

If part of a promotional order is retained, the refund may be recalculated according to the regular or applicable price of the retained items.

Free gifts must ordinarily be returned unused and in their original condition where the related purchased product is returned.

Any recalculation will be clearly communicated and remain subject to applicable law.

21. Refund Delays

If an approved refund has not been completed within the communicated period, customers should contact ZOERAM with:

• Order number

• Registered name

• Registered email address or phone number

• Refund approval details

• A brief description of the issue

Email: support@zoeram.com

ZOERAM will review the available refund information and provide reasonable assistance.

22. Abuse or Fraudulent Claims

ZOERAM may reject, restrict or investigate requests involving reasonably suspected:

• Fraudulent claims

• False evidence

• Product substitution

• Return of a different product

• Deliberate product damage

• Repeated misuse of returns or refunds

• Abuse of promotions

• Threatening or unlawful conduct

Any restriction will be based on the circumstances and remain subject to applicable law.

Genuine customer complaints will be reviewed fairly and will not be rejected merely because the customer has previously made a valid return.

23. Changes to This Policy

ZOERAM may update this Return & Refund Policy to reflect changes in:

• Products

• Operational processes

• Shipping or fulfilment partners

• Store practices

• Applicable legal or regulatory requirements

The updated policy will be posted on this page with a revised “Last Updated” date.

Changes will generally apply prospectively and will not ordinarily remove rights already accrued in relation to an accepted order.

24. Contact and Grievance Redressal

For questions, requests or complaints relating to returns, refunds, replacements, exchanges or cancellations, please contact:

Store Name: ZOERAM

Trading Name: ZOERAM

Grievance Support: ZOERAM Customer Support

Email: support@zoeram.com

Customer-Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST

Closed: Sundays and public holidays

Business Address: Akhtar Raza Circle, Millath Extension Area, Davangere 577001, Karnataka, India

When contacting ZOERAM, please include:

• Full name

• Order number

• Registered email address or phone number

• Reason for the request

• Clear description of the issue

• Relevant photographs, videos or supporting references, where applicable

ZOERAM will aim to acknowledge consumer complaints within 48 hours and address them within one month from the date of receipt, subject to the nature and complexity of the complaint and applicable law.

ZOERAM is committed to handling eligible customer concerns fairly, transparently and as promptly as reasonably possible.