Refund Policy

Return, Refund & Cancellation Policy – Zohauz

Effective Date: [Insert Date]

At Zohauz, we strive to provide quality products and a smooth shopping experience. This Return, Refund & Cancellation Policy explains the circumstances under which orders may be cancelled, products may be returned, replaced or refunded.

Please read this policy carefully before placing an order.

1. Order Cancellation

You may request cancellation of an order before it has been dispatched.

To request cancellation, please contact us as soon as possible at:

Email: info@zohauz.com
Phone: +91 7909755555

Once an order has been dispatched, cancellation may no longer be possible and the Return Policy will apply instead.

Zohauz reserves the right to cancel an order in circumstances including, but not limited to:

  • Product unavailability;
  • Pricing or technical errors;
  • Payment verification issues;
  • Suspected fraudulent activity;
  • Incorrect product information;
  • Operational limitations; or
  • Other reasonable business circumstances.

If payment has already been successfully received for an order cancelled by Zohauz, an applicable refund will be initiated.

2. Return Eligibility

Products may be eligible for return within 10 days from the date of delivery, subject to the conditions mentioned in this policy.

To be eligible for a return, the product should generally:

  • Be unused and in its original condition;
  • Not be damaged due to customer misuse;
  • Include original packaging, tags and accessories where applicable; and
  • Meet the category-specific eligibility requirements.

A return request does not automatically guarantee approval.

Zohauz may inspect or verify the product before approving a replacement or refund.

3. Non-Returnable and Restricted Products

Due to hygiene, health, safety and product integrity considerations, certain products may not be eligible for return once delivered, opened or used.

These may include:

  • Pet food
  • Treats
  • Supplements
  • Medicines and pharmacy-related products
  • Health and wellness products
  • Opened grooming or hygiene products
  • Products requiring temperature or controlled storage
  • Products with damaged seals or packaging due to customer handling
  • Used beds, clothing, accessories or similar products where hygiene or condition has been affected

However, these restrictions do not apply where the product received is:

  • Incorrect;
  • Damaged during transit;
  • Defective;
  • Expired;
  • Different from what was ordered; or
  • Otherwise materially inconsistent with the product description.

Where applicable, certain medicines or pharmacy-related products may also be subject to additional legal or regulatory restrictions.

4. Damaged, Defective or Incorrect Products

If you receive a product that is:

  • Damaged;
  • Defective;
  • Incorrect;
  • Expired; or
  • Missing from your order,

please contact Zohauz as soon as reasonably possible and preferably within 48 hours of delivery.

We may request:

  • Photographs;
  • Videos;
  • Order details;
  • Product packaging images; or
  • Other relevant information

to verify the issue.

Depending on the circumstances, Zohauz may offer:

  • A replacement;
  • A refund;
  • A store credit; or
  • Another appropriate resolution.

5. Return Process

To initiate a return, contact our support team with:

  • Your order number;
  • Product details;
  • Reason for return; and
  • Relevant photographs or videos, where applicable.

Please do not send products back without receiving instructions from Zohauz.

Where a return is approved, we may:

  • Arrange a reverse pickup; or
  • Provide instructions for returning the product.

Reverse pickup availability depends on the delivery location and courier serviceability.

6. Condition of Returned Products

Returned products may be inspected before a refund or replacement is approved.

A return may be rejected if the product:

  • Has been used;
  • Is damaged due to misuse;
  • Is missing original components;
  • Is returned without original packaging where required;
  • Does not match the product originally supplied; or
  • Does not meet the applicable return eligibility requirements.

7. Replacement

Where a replacement is approved, it may be subject to product availability.

If the same product is unavailable, Zohauz may offer:

  • An alternative product;
  • Store credit; or
  • A refund, where appropriate.

8. Refunds

Once a return or refund request has been approved and, where applicable, the returned product has been received and inspected, the refund will be initiated through the applicable payment method.

Refund processing times may vary depending on:

  • Payment method;
  • Bank or payment provider;
  • Courier verification;
  • Product inspection; and
  • Other operational requirements.

Refunds may take 5–10 business days after approval to reflect, depending on the relevant bank or payment provider.

Original shipping charges, COD charges or other service charges may not be refundable unless the return is due to an error or fault attributable to Zohauz.

9. Cash on Delivery Refunds

For COD orders, refunds may be processed through an appropriate electronic payment method.

Customers may be required to provide accurate bank account or UPI details for processing the refund.

Zohauz will not be responsible for delays caused by incorrect refund details provided by the customer.

10. Refused or Undelivered COD Orders

Zohauz reserves the right to restrict or disable COD for customers or addresses where there is a pattern of:

  • Repeated order refusals;
  • Repeated failed delivery attempts;
  • Suspicious activity; or
  • Abuse of COD services.

11. Contact Us

For cancellation, return or refund requests:

Email: info@zohauz.com
Phone: +91 7909755555