Returns Policy
Returns, exchanges, replacements, and refunds are facilitated by the respective sellers in accordance with this Returns Policy and the applicable seller terms and conditions. Subject to the provisions contained herein, eligible products may qualify for exchange, replacement, refund, or such other remedies as may be determined by the respective seller in accordance with the applicable product policy.
The Platform operates solely as an intermediary marketplace facilitating transactions between customers and independent third-party sellers. Unless expressly stated otherwise, all obligations and liabilities relating to product quality, condition, description, specifications, warranties, after-sales services, exchanges, replacements, refunds, and related claims shall rest solely with the respective seller.
Notwithstanding the foregoing, the Platform may, at its sole discretion, assist customers and sellers in coordinating, processing, or resolving issues relating to returns, replacements, exchanges, refunds, or related disputes in accordance with this Returns Policy and applicable law.
Please note that return eligibility may vary depending on the product category, seller policy, or nature of the product. Accordingly, all products listed under a particular category may not be subject to the same return conditions.
For each product, the return or replacement policy displayed on the respective product page shall prevail over this general return policy in the event of any inconsistency. Customers are advised to carefully review the return or replacement conditions mentioned on the relevant product page before placing an order.
For ease of understanding, this Return Policy is divided into three sections. Customers are requested to read all sections carefully to understand the circumstances, conditions, and procedures under which returns, exchanges, replacements, or refunds may be accepted.
Conditions for Accepting Returns
Products eligible for return, replacement, or exchange must be returned in their original condition, together with all applicable accessories, manuals, tags, warranty cards, freebies, and original packaging. The product should not show signs of use, damage, or alteration beyond what is necessary for reasonable inspection.
The Seller and/or the Platform reserve the right to inspect and verify the returned product before approving any request for return, replacement, exchange, or refund. If the returned product is found to be used, damaged, incomplete, or not in the same condition in which it was delivered, the return or refund request may be rejected or partially approved, at the sole discretion of the seller or the Platform.
The details regarding product categories, applicable return windows, and available actions (such as replacement, exchange, or refund) are provided in the table below.
Important Points:
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Return requests must be raised within the applicable return window through the Platform.
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Products must be returned with original packaging, accessories, manuals, and warranty cards, where applicable.
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The seller or the Platform may inspect the returned product before approving replacement or refund.
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Only one replacement request per order may be permitted.
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For technical products, troubleshooting or service centre verification may be required before approving a replacement.
Additional Conditions for Quick Delivery Orders
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Customers must report issues within 24 hours of delivery through the Platform.
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Photographic proof may be required to process the request.
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Refunds will be processed to the original payment method or wallet, depending on the payment used.
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Products such as fresh fruits, vegetables, dairy, meat, bakery items, and ready-to-eat food may not be eligible for physical return due to hygiene and safety reasons.
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The Platform or seller may verify the claim before approving refund or replacement.
Returns Pick-Up and Processing
If a return pick-up is requested from a different address than the delivery address, the pick-up location may be changed only if pick-up service is available at the new address.
At the time of return pick-up, the field executive may verify the product based on the following conditions:
The pickup executive may refuse the return if the above conditions are not met.
Refunds will be processed after the returned product is received and verified by the seller or the Platform.
General Rules for Successful Returns
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If a replacement cannot be processed due to stock unavailability or other reasons, a refund may be issued instead.
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If any accessory included in the product package is missing, damaged, or defective, the seller may either provide replacement of the accessory or issue an Electronic Gift Voucher (eGV) equivalent to the value of the accessory.
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For open box deliveries, customers must verify the product during delivery. If a product is damaged or incorrect, an immediate refund or replacement may be provided. After accepting open box delivery, returns will only be accepted for manufacturing defects.
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For products requiring installation by Zestbot or product-specific authorized service partners, customers should not open the packaging themselves. Authorized personnel will perform the unboxing and installation.
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For furniture products, issues may first be inspected by authorized service personnel. Attempts may be made to resolve the issue by replacing defective parts. Full replacement may be provided only if repair is not possible.
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Zestbot reserves the right to restrict the number of return requests for a particular order or user after evaluation by its authorized representatives.
Refund Process
Once a return request is approved:
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Refunds will be processed to the original payment method used for the order.
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In certain cases, refunds may be issued as wallet credit or platform balance.
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Refund timelines may subject to the timelines and policies of the respective bank, payment provider, card network, or financial institution.
Replacement Policy
If a product is eligible for replacement:
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Only one replacement request per order may be allowed.
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Replacement is subject to product availability.
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If replacement is unavailable, a refund may be issued instead.
Return Shipping Responsibility
If a return is approved due to damaged, defective, incorrect, or missing products, the return shipping or pick-up cost will be borne by the seller or the Platform.
If the return request is made for reasons not related to product defects or delivery errors, the Platform or seller may charge the customer for return logistics costs where applicable.
If return pick-up is unavailable at the customer’s location, the customer may be requested to self-ship the product to the address provided by the seller or the Platform.
Fraud Prevention and Misuse of Returns
Zestbot reserves the right to investigate and take appropriate action
against any user found to be abusing or misusing the return, replacement,
or refund process, including excessive returns, fraudulent claims, or returning incorrect products.
In such cases, Zestbot may reject return requests, cancel orders, suspend accounts, or take other necessary actions as permitted by applicable policies and laws.
Final Decision
The Platform and respective sellers reserve the right to determine the eligibility of any return, replacement, or refund request after reviewing the claim and supporting evidence. The decision of the Platform or seller shall be final and binding.
Policy Updates
Zestbot reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Changes will become effective once published on the Platform.
ZestBot Q-Commerce – HR & Operations
This circular is effective from April 2026 and supersedes any prior incentive communication.
Cancellation Policy
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Definitions
For the purpose of this Policy:
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“Platform” means the Zestbot mobile application, website, and related services operated by the Company.
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“Company” means the entity owning and operating Zestbot.
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“Customer” / “User” means any person who places an order through the Platform.
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“Seller” / “Vendor” means a third-party merchant offering products/services through the Platform.
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“Order” means a purchase request placed by a Customer on the Platform.
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“Hyperlocal / Quick Delivery Orders” means orders fulfilled on an immediate or same-day basis (including groceries, food, and perishable items).
2.Nature of Platform
The Platform operates as an intermediary marketplace facilitating transactions between Customers and independent Sellers.
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The contract of sale is strictly between the Customer and the Seller.
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The Platform does not manufacture, store, or own inventory, unless explicitly stated.
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The Platform shall not be responsible for quality, merchantability, or fitness of products, except as required under applicable law.
3.Cancellation Policy
3.1 Customer-Initiated Cancellation
Customers may cancel an order at any time before the order is dispatched from the seller or fulfillment location. Once the order has been dispatched or marked as “Out for Delivery,” cancellation through the Platform will no longer be permitted. However, customers may choose to refuse delivery at the doorstep, subject to the applicable terms and conditions of the Platform.
The permissible cancellation window may vary depending on the product category, seller policy, or delivery model. Once the specified cancellation window has expired, the order will no longer be eligible for cancellation through the Platform.
In certain cases, cancellation requests made after the applicable time window may attract a cancellation fee, which will be clearly displayed on the product page, checkout page, or order confirmation page. Such details shall be considered final and binding for the respective order.
3.1.1 Post-Acceptance Restriction
Upon acceptance of the Order by the Seller/Vendor, the Order shall become final and binding, and cancellation by the Customer shall not be permitted through the Platform, except in cases expressly allowed under this Agreement or as required under applicable law.
3.1.2 Limited Exceptions (Platform Discretion)
Notwithstanding the above, the Platform may, at its sole and absolute discretion, consider cancellation or refund requests through customer support in exceptional circumstances, including but not limited to:
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the Order is not delivered within the estimated delivery time communicated at the time of placement;
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the Order has not been picked up by the delivery partner within a reasonable time;
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the Seller fails to accept or fulfil the Order for reasons not attributable to the Customer;
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doorstep cancellation is permitted under the Platform’s prevailing policies; or
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any other circumstance as may be determined appropriate by the Platform on a case-to-case basis.
3.1.3 No Automatic Entitlement
The Customer acknowledges that the exceptions set out above do not create any automatic right to cancellation or refund, and all such requests shall be subject to verification and approval by the Platform.
3.2 Seller-Initiated Cancellation:
The Seller/Vendor reserves the right to cancel an Order, in whole or in part, at any time prior to dispatch, due to reasons beyond its reasonable control, including but not limited to:
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product unavailability;
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inventory mismatch or stock errors;
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operational, technical, or logistical constraints;
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pricing errors or listing inaccuracies; or
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any event of force majeure.
3.2.1 Notification of Cancellation
In the event of such cancellation, the Customer shall be duly notified through the Platform, and the Order shall be treated as cancelled without any further obligation on the part of the Seller/Vendor.
3.2.2 Refund Obligation
Where the Customer has made a prepaid payment, the full amount paid for the cancelled Order shall be refunded to the original payment method or such other method as may be determined by the Platform, in accordance with the applicable refund timelines.
3.2.3 Limitation of Liability
The Seller/Vendor and the Platform shall not be liable for any indirect, incidental, or consequential losses arising out of such cancellation, provided that the refund obligation as set out herein has been duly fulfilled.
3.3 Hyperlocal / Quick Delivery Cancellation Policy
Orders placed under the Minutes Delivery / Hyperlocal Delivery option are processed immediately due to the rapid fulfillment nature of the service. Accordingly, such orders are generally non-cancellable and non-refundable through the self-service option on the Platform once they are confirmed.
However, cancellation or refund requests may be considered through customer support in the following situations:
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The order is not delivered within the estimated delivery time displayed at the time of order placement.
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The order has not been picked up by the delivery partner from the seller or store.
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The seller fails to accept the order or cancels the order for reasons not attributable to the customer.
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The customer opts for doorstep cancellation, where permitted under the Platform’s policies.
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Any other circumstance that the Platform may determine appropriate from time to time.
3.4 Platform Rights
The Platform reserves the right, at its sole discretion, to cancel any Order, either in whole or in part, at any time prior to delivery, without prior notice to the Customer, under circumstances including but not limited to:
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product or inventory unavailability;
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technical errors, system failures, or pricing/listing inaccuracies;
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suspected fraudulent, unlawful, or suspicious transactions;
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violation of the Platform’s Terms of Use or applicable policies;
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logistical limitations, delivery constraints, or operational issues; or
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events beyond reasonable control, including force majeure events.
In the event that the Platform cancels an order, the customer will not be charged for the cancelled order. If payment has already been made, the amount will be refunded in accordance with the applicable refund policy.
3.4.1 Consequences of Cancellation
In the event of cancellation by the Platform:
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the Order shall stand cancelled without any further obligation to fulfil the same; and
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where payment has been made, the amount shall be refunded in accordance with the applicable refund policy.
3.4.2 Limitation of Liability
The Platform shall not be liable for any indirect, incidental, or consequential damages arising out of such cancellation, provided that any refund due has been processed in accordance with this Policy.
4.Refunds, Liability, and General Provisions
4.1 Refund Processing Timeline
Refunds for cancelled or eligible returned Orders shall be initiated within 5–7 business days from the date of approval of such cancellation or return request.
The Customer acknowledges that the actual credit of the refund amount to the Customer’s account shall be subject to the processing timelines of the relevant bank, payment gateway, or financial institution.
Customers may track the refund status through the Order Details section on the Platform.
4.2 Refund Mode and Disclaimer
Refunds, once approved, shall be processed to:
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the original payment method; or
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such other mode (including wallet or platform credit) as may be determined by the Platform.
The Platform shall not be responsible for any delay in credit of refunds caused by third-party payment processors, banks, or financial institutions.
4.3 Abuse and Misuse Protection
The Platform reserves the right, at its sole discretion, to restrict or refuse cancellation, return, or refund requests in cases where a pattern of excessive cancellations, suspected misuse, or fraudulent activity is detected. The Platform may also suspend or restrict user accounts involved in such activities.
4.4 Partial Order Cancellation
In the case of Orders containing multiple Products, the Platform reserves the right to cancel the entire Order or only specific item(s), depending on availability, operational constraints, or other relevant circumstances.
Refunds, where applicable, shall be limited to the cancelled portion of the Order.
4.5 Limitation of Liability
To the maximum extent permitted under applicable law:
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the Platform shall not be liable for any indirect, incidental, special, or consequential damages, including loss of profits, revenue, or opportunity, arising out of or in connection with any cancellation, delay, non-availability, or refund of Orders;
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the Platform acts solely as an intermediary and shall not be held liable for acts, omissions, or defaults of Sellers; and
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in any event, the total liability of the Platform shall not exceed the total amount paid by the Customer for the specific Order giving rise to the claim.
5 . Policy Updates & Modifications:-
The Platform reserves the right, at its sole discretion, to amend, modify, or update this Cancellation, Return, and Refund Policy, in whole or in part, at any time.
Any such changes shall become effective immediately upon publication on the Platform, unless otherwise specified.
The Platform may, but shall not be obligated to, notify Customers of such changes through notifications, emails, or other communication channels. Continued access to or use of the Platform following such updates shall constitute the Customer’s acceptance of the revised Policy.
ZestBot Q-Commerce – HR & Operations
This circular is effective from April 2026 and supersedes any prior incentive communicatio
