Terms of Service

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

1. Introduction

Welcome to ZOERAM.

These Terms of Service govern your access to and use of the ZOERAM website, products, customer-support services, AI chatbot and other features made available through our store.

Throughout these Terms, the words “ZOERAM”, “we”, “us” and “our” refer to Rihan Raza, operating the online store under the trading name ZOERAM. The words “you”, “your” and “customer” refer to any person who visits, accesses or purchases from our website.

By accessing our website, creating an account, placing an order or using our services, you agree to these Terms of Service and the policies referred to within them.

If you do not agree with these Terms, please do not use our website or services.

Nothing in these Terms is intended to limit any consumer right or remedy that cannot lawfully be excluded under applicable law.

2. Business Information

ZOERAM is an online retail store operating from India.

Brand Name: ZOERAM
Legal Owner/Business Name: Rihan Raza
Trading Name: ZOERAM
Principal Business Address: Akhtar Raza Circle, Davangere – 577001, Karnataka, India
Customer-Support Email: support@zoeram.com
WhatsApp Support: +91 9141051586
Customer-Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST

Currently, ZOERAM accepts and delivers orders only within India unless otherwise expressly stated on our website.

3. Eligibility

By using our website or placing an order, you confirm that:

• You are at least 18 years old; or
• You are using the website under the supervision and authorization of a parent or lawful guardian; and
• You are legally capable of entering into a binding transaction under applicable law.

Parents or guardians are responsible for purchases made under their supervision or using their payment details.

4. Account and Customer Information

Certain website features may allow or require you to create an account or provide customer information.

You agree to:

• Provide accurate, complete and current information
• Keep your account and contact information updated
• Maintain the confidentiality of your password and account credentials
• Notify ZOERAM promptly if you suspect unauthorized account activity
• Accept responsibility for activity carried out through your account, subject to applicable law

You must not share passwords, OTPs, UPI PINs or complete card credentials with ZOERAM, its chatbot or anyone claiming to represent ZOERAM.

We may reasonably restrict or suspend an account where we suspect fraud, misuse, unauthorized access or a violation of these Terms.

5. Product Information

We make reasonable efforts to present product descriptions, images, dimensions, specifications, colours, prices and availability accurately.

However:

• Product colours may appear slightly different because of screen settings, lighting or photography.
• Minor manufacturing, packaging or measurement variations may occur where they do not materially change the product.
• Product packaging may be updated by the manufacturer.
• Information may occasionally contain typographical, technical or pricing errors.

We may correct genuine errors or update product information when identified.

Where a delivered product is materially different from its description, damaged, defective or incorrect, the customer may contact ZOERAM according to the applicable Return & Refund Policy and consumer law.

6. Product Availability

All products and variants are subject to availability.

Adding a product to the cart does not reserve the product or guarantee its availability. A product may become unavailable before an order is accepted or fulfilled.

ZOERAM may:

• Introduce or discontinue products
• Limit available quantities
• Restrict purchases made for unauthorized resale
• Modify available product selections
• Cancel an unavailable item or order

Where payment has already been received for an item that cannot be fulfilled, an applicable refund will be initiated.

7. Pricing, Taxes and Charges

Unless otherwise stated, prices displayed on the ZOERAM website are shown in Indian Rupees.

The final payable amount may include:

• Product price
• Applicable taxes
• Shipping charges
• Cash on Delivery charges, where applicable
• Convenience or other clearly disclosed charges, where applicable
• Valid discounts or promotional offers

The final order amount will be displayed during checkout before the customer confirms the purchase.

ZOERAM may change prices or offers for future purchases. A price change will not ordinarily affect an order already accepted, except where there is an obvious pricing, technical or system error.

If a material pricing error is identified after an order is placed, we may contact the customer with available options or cancel the affected order and issue an applicable refund.

8. Payments

Customers must use the payment methods displayed and authorized on the checkout page.

Available payment methods may include:

• UPI
• Credit or debit cards
• Net banking
• Wallets
• Cash on Delivery, where applicable
• Other payment methods displayed at checkout

Online payments are processed through third-party payment providers. ZOERAM may receive payment status and limited transaction-reference information but does not require customers to share OTPs, card PINs, UPI PINs or passwords.

An online payment being debited does not by itself guarantee order acceptance. The order remains subject to successful payment verification, product availability and acceptance.

If payment is debited but the order is not confirmed, please contact support@zoeram.com with the transaction reference and relevant order details.

9. Cash on Delivery

Cash on Delivery may be available only for eligible products, PIN codes and order values.

ZOERAM may verify a Cash on Delivery order through phone, email, SMS, WhatsApp, OTP or another reasonable method before processing it.

We may restrict or cancel a Cash on Delivery order where:

• Verification is unsuccessful
• Customer information is incomplete or incorrect
• The delivery location is not serviceable
• Multiple previous orders have been refused or remained undelivered
• Fraudulent or abusive ordering activity is reasonably suspected

Any Cash on Delivery charge, where applicable, will be clearly displayed during checkout.

10. Order Placement and Acceptance

Placing an order constitutes an offer to purchase the selected products. It does not automatically mean that the order has been accepted.

An order is generally accepted once it has been successfully verified and processed for fulfilment.

ZOERAM may refuse, limit or cancel an order for reasons including:

• Product unavailability
• Payment failure
• Incorrect pricing or product information
• Incorrect or incomplete customer details
• Unserviceable delivery location
• Suspected fraudulent or unauthorized activity
• Misuse of promotions, discounts or Cash on Delivery
• Technical, inventory or operational errors
• Orders placed for unauthorized resale
• Events outside reasonable operational control

If a prepaid order is cancelled by ZOERAM, the applicable amount received will be refunded according to the relevant refund process.

11. Order Confirmation

After an order is placed, the customer may receive an acknowledgment or confirmation through email, SMS, WhatsApp or another available communication channel.

Customers should review the order details and promptly report any error.

An automated acknowledgment confirms receipt of the order request but may not, by itself, constitute final order acceptance or dispatch.

12. Order Changes and Cancellations

Customers may request an order cancellation or modification only before the order has been shipped.

Requests may include changes to:

• Delivery address
• Contact information
• Product
• Quantity
• Size, colour or variant

Order changes and cancellations are not guaranteed. They depend on the current processing status, product availability and operational feasibility.

Once an order has been shipped or handed over to the courier partner, cancellation may no longer be possible. After delivery, an eligible request will be handled according to the ZOERAM Return & Refund Policy.

For assistance, contact support@zoeram.com as soon as possible and provide your order number.

13. Shipping and Delivery

Orders are generally processed within the timeframe stated in the ZOERAM Shipping Policy.

Estimated delivery times depend on factors including:

• Customer location
• Courier serviceability
• Order processing
• Product availability
• Weather conditions
• Public holidays
• Remote-area access
• Unexpected logistical or operational issues

Delivery estimates are not guaranteed delivery dates.

ZOERAM will make reasonable efforts to assist customers when a courier delay, lost shipment, damaged delivery or incorrect delivery is reported.

Nothing in this section limits any responsibility that ZOERAM cannot lawfully exclude.

14. Shipping Information

Customers are responsible for providing complete and accurate information, including:

• Full name
• Shipping address
• Landmark, where needed
• PIN code
• Phone number
• Email address

Incorrect or incomplete information may result in a delay, failed delivery, return to origin or additional re-shipping costs.

Customers should contact ZOERAM immediately after noticing an error. An address or contact-detail change may not be possible after processing or shipment.

15. Failed or Refused Deliveries

A delivery may fail because of:

• Customer unavailability
• Incorrect or incomplete address
• Invalid or unreachable phone number
• Refusal to accept the package
• Repeated unsuccessful delivery attempts
• A serviceability or access issue
• Failure to complete a Cash on Delivery payment

The courier partner may make another delivery attempt or return the package to ZOERAM.

Refusing a shipped order is not automatically treated as an approved cancellation. Re-shipping costs or other reasonable charges may apply where permitted and clearly communicated.

16. Returns, Exchanges and Refunds

Returns, replacements, exchanges and refunds are governed by the ZOERAM Return & Refund Policy and any product-specific eligibility information displayed on the relevant product page.

Eligible general return requests must normally be submitted within 7 days from the date of delivery.

Damaged, defective or incorrect-product issues should be reported within 48 hours of delivery with the requested supporting information.

Approved refunds are generally initiated within 5–7 business days after successful inspection and approval. Banks and payment providers may require additional time to reflect the refunded amount.

Where these Terms and the Return & Refund Policy appear inconsistent regarding a return, replacement, exchange or refund, the specific Return & Refund Policy will apply, subject always to applicable law.

17. Non-Returnable Products

Certain products may be identified as non-returnable because of hygiene, safety, personalization, digital delivery, final-sale status or another clearly disclosed reason.

A non-returnable classification does not prevent the customer from reporting a genuine damaged, defective, incorrect or materially misdescribed product issue within the applicable reporting period.

18. Promotions and Discount Codes

Promotions, discount codes, coupons, rewards and special offers may be subject to separate conditions, including:

• Eligibility requirements
• Minimum order value
• Maximum discount
• Selected products or categories
• Usage limits
• Validity dates
• Payment-method restrictions
• One-use-per-customer restrictions

Unless expressly stated, promotions cannot be combined.

ZOERAM may reject or withdraw a promotion where there is a genuine technical error, unauthorized use, manipulation, fraud or violation of its disclosed conditions.

19. Reviews and User-Submitted Content

Where customers submit reviews, photographs, comments, feedback or other content, they confirm that:

• The content reflects their genuine experience or lawful opinion
• They have the right to submit the content
• The content does not infringe another person’s rights
• The content is not fraudulent, abusive, unlawful, misleading or malicious
• The content does not contain unnecessary personal or confidential information

Customers retain ownership of their original content.

By submitting content to ZOERAM, the customer grants ZOERAM a non-exclusive and royalty-free permission to display, reproduce and use the content for operating and promoting the store, subject to applicable privacy and consumer law.

ZOERAM may moderate or remove content that reasonably appears unlawful, fraudulent, irrelevant, abusive or in violation of these Terms.

20. AI Chatbot and Automated Support

ZOERAM may provide an AI-powered chatbot to answer general questions about products, orders, shipping, tracking, returns, refunds and store policies.

The chatbot:

• May generate automated responses
• May rely on available store information and connected systems
• May not always understand a customer’s question correctly
• May occasionally provide incomplete or inaccurate information
• Cannot request passwords, OTPs, UPI PINs or complete card details
• Does not replace formal confirmation from the ZOERAM support team where manual review is required

Customers must not share passwords, OTPs, UPI PINs, card PINs, complete payment-card details or unnecessary sensitive personal information through the chatbot.

For an order-specific issue, payment dispute, damaged-product claim, legal concern or important policy decision, customers should contact support@zoeram.com.

Where an automated response conflicts with an officially published ZOERAM policy or direct confirmation from an authorized support representative, the published policy or authorized confirmation will apply, subject to applicable law.

Chatbot conversations and related information are handled according to the ZOERAM Privacy Policy.

21. Third-Party Services and Links

ZOERAM may use or link to third-party services, including:

• Payment gateways
• Courier and logistics platforms
• Website-hosting services
• Analytics providers
• Advertising platforms
• Communication tools
• Social-media platforms
• AI-chatbot providers

Independent third parties may have their own terms and privacy policies.

ZOERAM is not responsible for the independent content or practices of a third-party website merely because it is linked from our store.

However, this does not remove any responsibility ZOERAM may have regarding services selected or arranged as part of fulfilling a customer order.

22. Intellectual Property

Unless otherwise stated, ZOERAM owns, is licensed to use or lawfully uses the content available on its website, including:

• Brand names
• Logos and monograms
• Product-page content
• Graphics and designs
• Photographs and videos
• Website layout
• Text and written materials
• Marketing assets

The content may not be copied, reproduced, republished, modified, distributed, commercially exploited or used to misrepresent an association with ZOERAM without prior written permission from the relevant rights holder.

Limited personal and non-commercial use of the website is permitted.

Third-party trademarks, product names and materials remain the property of their respective owners.

23. Prohibited Uses

Customers and website users must not use the website or services:

• For unlawful, fraudulent or deceptive purposes
• To impersonate another person
• To submit false payment or delivery information
• To interfere with website security or operation
• To upload viruses, malware or harmful code
• To access another customer’s account or information
• To extract website content through unauthorized automated means
• To misuse promotions, discounts, refunds, reviews or referral systems
• To place fraudulent or abusive orders
• To infringe intellectual-property, privacy or other legal rights
• To harass or threaten customers, staff or service providers

Violations may result in reasonable restrictions, account suspension, order cancellation or legal action, subject to applicable law.

24. Website Availability

ZOERAM aims to keep the website and services reasonably accessible, but uninterrupted or error-free availability cannot be guaranteed.

Access may be temporarily restricted because of:

• Maintenance
• Security updates
• Technical faults
• Hosting or network problems
• Payment-provider issues
• Events outside reasonable control

ZOERAM may update, modify or discontinue a website feature where reasonably necessary.

25. Disclaimer of Warranties

To the extent permitted by applicable law, the website and its general informational features are provided on an “as available” basis.

ZOERAM does not guarantee that:

• Every website feature will always remain available
• All technical errors will be corrected immediately
• The website will be free from every external security threat
• General product guidance will suit every person’s individual circumstances or needs

This section does not exclude warranties, guarantees, obligations or consumer protections that cannot lawfully be excluded.

26. Limitation of Liability

To the fullest extent permitted by applicable law, ZOERAM will not be liable for indirect or consequential losses that were not reasonably foreseeable and were not directly caused by ZOERAM’s breach.

Where liability may lawfully be limited, ZOERAM’s aggregate contractual liability relating to a specific order will ordinarily not exceed the amount paid for the affected product.

However, nothing in these Terms excludes or limits liability or customer rights relating to:

• Fraud or fraudulent misrepresentation
• Wilful misconduct
• Gross negligence where it cannot lawfully be limited
• Death or personal injury caused by legally actionable negligence
• Defective products or applicable product liability
• Unfair trade practices
• Statutory consumer rights
• Any liability that applicable law does not permit ZOERAM to exclude or restrict

India’s Consumer Protection Act provides mechanisms for protecting consumer interests and resolving consumer disputes.

27. Privacy

The collection, use, retention and sharing of personal information are governed by the ZOERAM Privacy Policy.

By using the website, customers acknowledge that their information may be processed as described in the Privacy Policy and according to applicable law.

Please review the Privacy Policy before submitting personal information.

28. Suspension and Termination

ZOERAM may reasonably restrict or terminate access to an account or service where:

• These Terms are materially violated
• Fraud or unlawful activity is suspected
• Website security is threatened
• Customer or staff safety is affected
• The restriction is required by law or a lawful authority

Termination does not remove rights or obligations that arose before termination, including payment obligations, refund rights, intellectual-property rights and dispute-resolution rights.

29. Events Beyond Reasonable Control

ZOERAM will not be treated as having breached these Terms solely because of a delay or failure caused by events beyond its reasonable control, including:

• Natural disasters
• Floods or severe weather
• Epidemics or public-health emergencies
• Government restrictions
• Strikes or transport disruption
• Internet, power or telecommunications failure
• Courier-network disruption
• Civil disturbance or war
• Other comparable events

ZOERAM will make reasonable efforts to reduce the effect of such events and communicate material order disruptions where practical.

30. Governing Law and Disputes

These Terms are governed by the applicable laws of India.

Customers are encouraged to contact ZOERAM first so that the issue can be reviewed and an appropriate resolution attempted.

Any unresolved dispute may be submitted to a court, consumer commission or another authority having jurisdiction under applicable Indian law.

Nothing in these Terms restricts a consumer from approaching a legally available consumer forum, regulator or statutory grievance mechanism.

31. Grievance Redressal

For complaints regarding an order, product, payment, shipping, delivery, return, refund, website service, chatbot response or customer-support experience, please contact:

Grievance Officer: Rihan Raza
Designation: Grievance Officer – ZOERAM
Email: support@zoeram.com
WhatsApp/Contact Number: +91 9141051586
Customer-Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST
Address: Akhtar Raza Circle, Davangere – 577001, Karnataka, India

Customers should include:

• Full name
• Order number, where applicable
• Registered email address or phone number
• A clear description of the complaint
• Relevant photographs, videos or transaction references, where applicable

ZOERAM will aim to acknowledge consumer complaints within 48 hours and resolve them within one month from the date of receipt, subject to the nature of the matter and applicable law. This timeframe reflects the grievance-redressal requirements contained in the Consumer Protection (E-Commerce) Rules, 2020.

32. Changes to These Terms

ZOERAM may update these Terms to reflect changes in:

• Business operations
• Website features
• Products or services
• Store policies
• Legal or regulatory requirements
• Security or technical requirements

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

Changes will apply prospectively from the stated effective date. Material changes will not ordinarily remove rights already accrued under an accepted order, except where required by applicable law.

33. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

The affected provision will be interpreted or modified only to the minimum extent necessary to make it lawful and enforceable.

34. No Waiver

If ZOERAM does not immediately enforce a provision of these Terms, that does not permanently waive the right to enforce it later.

Any waiver must be expressly confirmed in writing by an authorized representative of ZOERAM.

35. Entire Agreement

These Terms, together with the following applicable policies, form the agreement governing the use of the ZOERAM store:

• Shipping Policy
• Return & Refund Policy
• Privacy Policy
• Legal Notice
• Any product-specific conditions
• Any promotion-specific conditions displayed at the time of purchase

Where a product-specific condition applies, it will operate together with these Terms and applicable law.

36. Contact Information

For questions regarding these Terms of Service, please contact:

Store Name: ZOERAM
Legal Owner/Business Name: Rihan Raza
Trading Name: ZOERAM
Customer-Support Email: support@zoeram.com
WhatsApp Support: +91 9141051586
Customer-Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST
Principal Business Address: Akhtar Raza Circle, Davangere – 577001, Karnataka, India

When contacting ZOERAM about an order, please include your order number, registered email address or phone number and a clear description of your concern.

ZOERAM is committed to providing customers with a safe, transparent and trustworthy shopping experience.