Refund Policy
Last updated: March 13, 2026
ZENOPAY SOLUTIONS PRIVATE LIMITED
We stand behind our products and services. This comprehensive refund policy ensures fair and transparent handling of refund requests.
Table of Contents
1. Refund Policy Overview
At ZENOPAY SOLUTIONS PRIVATE LIMITED, we want you to be completely satisfied with your purchase. This refund policy outlines the terms and conditions under which refunds are processed for products purchased through our e-commerce platform.
We offer a 30-day return policy for most items. Items must be returned in their original condition with all packaging and accessories to qualify for a full refund.
Our commitment to customer satisfaction includes:
- Fair and transparent refund process
- Quick processing of eligible refund requests
- Clear communication throughout the refund process
- Multiple refund methods for your convenience
- Dedicated customer support for refund-related inquiries
2. Refund Eligibility
2.1 Eligible Items
- Unused Products: Items in original, unused condition
- Original Packaging: Items with all original packaging and labels
- Complete Sets: All accessories and components included
- Proof of Purchase: Valid order confirmation or receipt
- Within Time Limit: Returned within applicable return period
2.2 Condition Requirements
- Items must be in the same condition as when received
- Original tags and labels must be attached
- Products must be free from damage not present at delivery
- All protective coverings and wrappings must be intact
- Items must not show signs of use or wear
2.3 Documentation Required
- Original order confirmation email
- Invoice or receipt
- Reason for return (optional but helpful)
- Photos for damaged items (if applicable)
3. Refund Timeframes
Return Window by Product Category
Standard Products
Electronics, clothing, home goods, books, and general merchandise
Personal Care Items
Opened cosmetics, personal hygiene products, and health supplements
Perishable Goods
Food items, flowers, and other perishable products
Non-Returnable Items
Digital downloads, gift cards, personalized items, and intimate apparel
Return periods start from the date of delivery, not the date of purchase. Late return requests cannot be processed.
4. How to Request a Refund
Contact Our Support Team
Email us at business@zeno-in.com or call +91 8509055988 to initiate your refund request. Provide your order number and reason for return.
Receive Return Authorization
We'll review your request and provide a Return Authorization (RA) number along with return shipping instructions if approved.
Package and Ship Items
Securely package the items with the RA number clearly visible. Ship using the provided return label or instructions.
Inspection and Processing
We'll inspect the returned items within 2-3 business days of receipt and process your refund accordingly.
5. Return Conditions
5.1 Items That Can Be Returned
- Unopened items in original packaging
- Items with defects or manufacturing issues
- Wrong items shipped by mistake
- Items damaged during shipping
- Items that don't match the product description
5.2 Items That Cannot Be Returned
- Personalized Items: Custom engraved or monogrammed products
- Digital Products: Software downloads, e-books, digital gift cards
- Perishable Goods: Food items past expiration date
- Hygiene Products: Opened cosmetics, underwear, swimwear
- Final Sale Items: Clearance or final sale merchandise
- Hazardous Materials: Chemicals, batteries, flammable items
5.3 Return Shipping
- We provide prepaid return labels for defective or incorrect items
- Customer is responsible for return shipping on change-of-mind returns
- Items must be insured for their full value during return shipping
- We recommend using tracked shipping services
6. Processing Times
Typical Refund Timeline
Return Received
We acknowledge receipt of your returned item and begin inspection
Quality Inspection
Returned items are inspected for condition and compliance with return policy
Refund Approval
Approved refunds are processed and refund confirmation is sent
Refund Posted
Refund appears in your account (varies by payment method and bank)
7. Refund Methods
7.1 Original Payment Method
Refunds are processed back to the original payment method used for the purchase:
- Credit/Debit Cards: 5-7 business days
- Digital Wallets: 3-5 business days
- Bank Transfers: 7-10 business days
- Cash on Delivery: Bank transfer or store credit
7.2 Alternative Refund Options
- Store Credit: Immediate credit to your account
- Bank Transfer: Direct transfer to your bank account
- Gift Card: Digital gift card for future purchases
7.3 Refund Amount
- Full purchase price for eligible returns
- Original shipping costs (for defective/incorrect items only)
- Taxes and fees as applicable
- Return shipping costs may be deducted for change-of-mind returns
8. Exceptions and Special Cases
8.1 Clearance and Sale Items
- Items marked "Final Sale" are not eligible for returns
- Clearance items have a 15-day return window
- Sale items must be in perfect condition for return
- Promotional bundles must be returned complete
8.2 Bulk Orders
- Orders over ₹50,000 require manager approval for returns
- Bulk returns may incur restocking fees (up to 20%)
- Custom processing time applies for large volume returns
8.3 International Orders
- International returns have extended processing times
- Customs and duty fees are non-refundable
- Return shipping costs are customer's responsibility
9. Damaged or Defective Items
9.1 Reporting Damage
- Report damaged items within 48 hours of delivery
- Provide photos of damaged items and packaging
- Keep all original packaging for inspection
- Contact customer service immediately
9.2 Manufacturing Defects
- Full refund or replacement for defective products
- We cover all return shipping costs
- Extended return window (up to 90 days)
- Expedited processing for defective items
9.3 Warranty Claims
- Items under manufacturer warranty may require direct warranty claim
- We assist with warranty claim processes
- Extended support for warranty-related issues
10. Order Cancellations
10.1 Before Shipping
- Orders can be cancelled free of charge before shipping
- Full refund processed within 2-3 business days
- Automatic cancellation for failed payments
- Email confirmation sent for all cancellations
10.2 After Shipping
- Orders cannot be cancelled once shipped
- Return process must be followed
- Standard return policy applies
- Shipping costs may be deducted
10.3 Partial Cancellations
- Individual items can be cancelled if order not yet processed
- Partial refunds processed for cancelled items
- Shipping costs adjusted proportionally
11. Exchanges
11.1 Size Exchanges
- Free size exchanges for clothing and footwear
- Subject to availability of requested size
- Original item must be in new condition
- One free exchange per order
11.2 Color/Model Exchanges
- Exchanges allowed for same product in different color/model
- Price difference may apply
- Subject to product availability
- Standard return conditions apply
11.3 Exchange Process
- Contact customer service to initiate exchange
- Receive exchange authorization and instructions
- Ship original item using provided return label
- New item shipped once original is received and approved
12. Shipping and Handling
12.1 Return Shipping
- Our Error: We cover all return shipping costs
- Change of Mind: Customer pays return shipping
- Exchanges: Free return shipping for first exchange
- Defective Items: Full shipping cost refund
12.2 Original Shipping Costs
- Non-refundable for change-of-mind returns
- Fully refunded for defective or incorrect items
- Partially refunded for partial returns
- Free shipping promotions are non-refundable
12.3 Restocking Fees
- Generally no restocking fees for standard returns
- Up to 15% restocking fee for large/heavy items
- Custom or special order items may incur 25% fee
- Electronics with opened packaging: 10% restocking fee
13. Contact Information
For refund requests, questions, or assistance with returns, please contact our customer service team:
Company: ZENOPAY SOLUTIONS PRIVATE LIMITED
Customer Service Email: business@zeno-in.com
Returns Email: business@zeno-in.com
Phone: +91 8509055988
Address: C/O SK IASIN, VILL-ALUA, JERTHAN, P.O.-JERTHAN, Jerhan, Jerthan, East Midnapore- 721420, West Bengal, India
Customer Service Hours: Monday to Friday: 9:00 AM - 6:00 PM IST
Saturday: 10:00 AM - 4:00 PM IST
Sunday: Closed
Quick Response Guarantee: We respond to all refund inquiries within 24 hours during business days. For urgent matters, please call our customer service hotline.
Important: Please include your order number and detailed description when contacting us about returns or refunds. This helps us serve you faster and more efficiently.