Order cancellation and return policy

Order Cancellation and Return Policy – Zagtme Private Limited

This policy outlines the terms and procedures for the cancellation of orders and the return/replacement of products purchased through the Zagtme Platform (website and mobile application). By placing an order, you agree to be bound by these terms.

1. Order Cancellation

1.1 Cancellation by the Customer

You have the right to cancel your order based on its status:

Before Dispatch: Orders can be cancelled at any time before the seller/merchant marks the item as "Shipped," "Dispatched," or "In Transit." To cancel, you must use the cancellation feature within the Zagtme app/website or contact Customer Support immediately.
Post Dispatch: Once an order has been dispatched, it cannot be cancelled. You must wait for the order to be delivered and then initiate a return request, subject to the conditions in Section 2 (Return Policy).

1.2 Cancellation by Zagtme/Vendor

Zagtme or the selling vendor reserves the right to cancel an order due to circumstances including, but not limited to:

Non-availability of the product or stockout.
Inaccuracies or errors in product or pricing information.
Failure of the customer's payment process.
If the delivery address is outside the serviceable area or deemed unsafe.

In the event of cancellation by Zagtme or the vendor, a full refund will be processed immediately (refer to Section 3).

2. Return and Replacement Policy

Zagtme offers a window for returns and replacements only under specific conditions.

2.1 Eligibility for Return

A return request will only be accepted if the product meets one or more of the following criteria:

Return Reason | Eligibility CriteriaDamaged Product | The product was physically damaged upon delivery.
Defective Product | The product is non-functional or faulty right out of the box.
Wrong Item Received | The item delivered is different in colour, size, model, or quantity from what was ordered.

2.2 Non-Refundable/Non-Returnable Items

Due to their nature, the following items are generally not eligible for return or replacement once delivered:

Perishable Goods: Items like food, groceries, flowers, and customized baked goods (once delivered).
Personal Care/Hygiene Items: Cosmetics, innerwear, socks, perfumes, unless sealed and unopened.
Digital Products: Software, e-vouchers, or downloadable content.
Products damaged due to misuse or improper handling by the customer.

2.3 Return Process and Time Limits

Initiation: The customer must initiate the return/replacement request via the Zagtme app or by contacting Customer Support within 24 hours of delivery.
Verification: Zagtme may require proof (photographs or videos) of the damaged or wrong product.
Reverse Pickup: Once the return is approved, Zagtme will arrange for a free reverse pickup.
Inspection: The returned item will be inspected by the vendor/Zagtme upon receipt. The return request may be declined if the product is found to be used, altered, or damaged by the customer.
Resolution:
- If a Replacement is requested and stock is available, the replacement item will be shipped.
- If a replacement is not available, a full refund will be initiated.

3. Refund Policy

3.1 Refund Eligibility

Refunds are processed for:

Successful Cancellations made before dispatch (Section 1.1).
Orders cancelled by Zagtme/Vendor (Section 1.2).
Approved Return cases where a replacement is unavailable.
Failed transactions where the money was debited but the order was not placed.

3.2 Refund Method and Timeline

Processing Note: All online refunds are processed via our payment gateway partners (including Razorpay). Zagtme initiates the refund immediately, but the final credit time is subject to the clearing process of your bank.

4. Contact and Grievance

For any query regarding order cancellation, returns, or refunds, please contact our Grievance Officer:

Name: Gautam Singh
Designation: Head of Legal
Email: Gautam@zagtme.com

We aim to resolve all concerns within 30 days of receiving the complaint.

order cancellation and return policy