Return, Refund & Cancellation Policy

Introduction

This Return, Refund & Cancellation Policy (“Policy”) governs returns, refunds, and cancellations of orders placed on the ZOOP platform, an online marketplace operated by Flux Labs AI Private Limited (“Zoop,” “we,” “us,” or “our”). By placing an order, you are deemed to have read, understood, and accepted this Policy.

ZOOP operates as an electronic marketplace facilitator and an “intermediary” within the meaning of Section 2(w) of the Information Technology Act, 2000. The contract of sale for every product is between you and the seller listed on the platform. ZOOP is not the seller of any product listed, and does not own, store, or take title to any product, save as expressly provided in this Policy for the limited purposes of inspection and dispute resolution.

This Policy is framed in compliance with the Consumer Protection Act, 2019; the Consumer Protection (E-Commerce) Rules, 2020; the Information Technology Act, 2000 read with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; and the Digital Personal Data Protection Act, 2023.

1. Return Policy

1.1 Scope

All sales on ZOOP are final, save and except returns falling within the limited grounds set out in this Clause 1. You may seek a return only where the product delivered:

• Has arrived in a damaged condition;
• Is not the product you ordered (wrong item, wrong variant, or missing item); or
• Has a manufacturing defect.

These grounds are exhaustive. No return shall be entertained on any other ground, including without limitation change of mind, size or fit dissatisfaction, colour preference, or interpretive differences between the listing and the product received.

1.2 Claim window

A return claim must be raised within forty-eight (48) hours from the date and time of delivery, as recorded by the courier partner. The 48-hour window is a hard cutoff; claims raised after it shall not be entertained.

1.3 Mandatory evidence

1.4 Non-returnable categories

The following products are final-sale and cannot be returned under any circumstances, including the grounds set out in Clause 1.1:

• Innerwear and lingerie, on hygiene grounds;
• Customised, personalised, or altered products produced or modified to your specifications;
• Consumable food and beverage products once opened or with a broken safety seal;
• Cosmetics, skincare, and personal care products once opened or with a broken hygiene seal;
• Any product the return of which is prohibited or restricted under applicable law.

1.5 Condition of returned items

To be eligible for processing, a returned product must be sent back in its original packaging, with all product tags and brand seals affixed, and in the same condition in which it was received. Opening the packaging to inspect or test the product is expected and shall not, by itself, render the return ineligible. Where a brand seal has been broken solely to perform a first-use test within the claim window, the return shall remain eligible provided the open-box video documents the unboxing and additional evidence demonstrates the defect.

1.6 Resolution options

Where a return claim is approved, you may elect one of the following resolutions:

• Refund to the original payment method;
• Same-item replacement, subject to stock availability; or
• Different-item exchange, subject to seller approval, in accordance with ZOOP’s Exchange Policy.

1.7 Inspection

All returned products are subject to inspection by ZOOP or its authorised agents. Inspection findings, made on a balance of the listing, the open-box video, the returned product, and any supplementary evidence, shall determine eligibility for the chosen resolution. Your right of appeal under the Grievance Redressal mechanism in Clause 4 is preserved.

2. Refund Policy

2.1 Eligibility

A refund shall be processed only where:

• A return claim has been approved under Clause 1 (Return Policy);
• The returned product has been received and has cleared inspection; or
• The order has been cancelled by the seller or by ZOOP in accordance with Clause 3 (Cancellation Policy).

2.2 Mode of refund

Refund timelines are exclusive of bank or payment gateway processing times that may apply at your end. ZOOP shall not be liable for any delay attributable to your bank or payment service provider.

2.3 Excluded cases

No refund shall be issued in respect of:

• Claims falling outside the grounds set out in Clause 1 (Return Policy);
• Claims raised after the applicable claim window;
• Claims unsupported by the mandatory 360° open-box video;
• Products returned without their original packaging or with tags or brand seals removed (subject to Clause 1.5);
• Customised, personalised, altered, innerwear, or lingerie items;
• Opened food and beverage products with broken safety seals, and opened cosmetics, skincare, or personal care products with broken hygiene seals (subject to Clause 1.5).

3. Cancellation Policy

3.1 Customer cancellation

You may cancel an order at any time before it has been dispatched by the seller. Once an order has been dispatched, it cannot be cancelled by you.

Where you cancel before dispatch, the full amount paid shall be refunded to the original payment method within seven (7) to ten (10) business days.

Where the delivered product is damaged, wrong, or has a manufacturing defect, you may avail the remedies set out in Clause 1 (Return Policy) and the Buyer Protection Policy.

3.2 Seller-initiated cancellation

A seller may cancel an order only within twenty-four (24) hours of confirming the order, and only on one or more of the following grounds: (i) genuine stock unavailability not detected at the time of order confirmation; (ii) a listing or pricing error; (iii) inability to dispatch within the platform’s dispatch service-level commitment; or (iv) any other operational reason subject to ZOOP’s review and approval.

After the 24-hour window, any seller-side fault that necessitates cancellation shall be treated as a seller-initiated cancellation under ZOOP’s Seller Terms of Service and may attract the consequences set out therein, including Strike action.

Where an order is cancelled by the seller under this Clause, you shall receive a full refund of the order amount to the original payment method within seven (7) to ten (10) business days. You shall be notified of such cancellation by SMS, e-mail, or in-app notification. Repeated seller-initiated cancellations are subject to internal review.

3.3 Cancellation by ZOOP

ZOOP reserves the right to cancel any order at its sole discretion where there is:

• Stock unavailability not detected at the time of order confirmation;
• A pricing or product listing error;
• Suspected fraudulent activity, abuse, or violation of ZOOP’s policies;
• Failure to verify customer or address details;
• A non-serviceable delivery pin code;
• An order or directive of any governmental, regulatory, judicial, or law enforcement authority; or
• Any other reason that, in ZOOP’s reasonable judgement, warrants cancellation.

Where an order is cancelled by ZOOP, the full amount paid shall be refunded to the original payment method within seven (7) to ten (10) business days.

3.4 Customised or altered items

Customised, personalised, or altered products shall not be cancellable or refundable, save where they fall within the grounds set out in Clause 1 (Return Policy). Production of such items commences upon order confirmation, and you shall be deemed to have authorised such production at the time of placing the order.

4. Grievance Redressal

4.1 Your right to escalate

You have the right to raise a grievance in respect of any order, claim, decision, or other matter under this Policy. ZOOP has appointed a Grievance Officer in compliance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

4.2 Acknowledgement and resolution

The Grievance Officer shall:

• Acknowledge receipt of the grievance within forty-eight (48) hours of its receipt;
• Endeavour to resolve the grievance within thirty (30) days of receipt; and
• Communicate the outcome of the grievance to you in writing.

4.3 Contact

4.4 Statutory rights preserved

Nothing in this Clause shall affect or limit the rights available to you under the Consumer Protection Act, 2019, including the right to approach the appropriate Consumer Disputes Redressal Commission having jurisdiction.

5. General Provisions

5.1 Marketplace status

ZOOP is an electronic marketplace and an intermediary within the meaning of Section 2(w) of the Information Technology Act, 2000. The contract of sale for every product is between you and the seller, who is solely responsible for the quality, accuracy of description, packaging, and dispatch of the product. ZOOP’s role is limited to facilitating the transaction, providing a platform for sale, processing payments, and operating the dispute resolution mechanism set out in this Policy and the Buyer Protection Policy.

5.2 Data protection

Personal data collected in connection with an order — including delivery address, contact information, and any photographs or videos furnished as evidence in support of a claim — is processed in accordance with our Privacy Policy and the Digital Personal Data Protection Act, 2023. Open-box videos and other evidentiary material may be retained for the period set out in the Privacy Policy and the Buyer Protection Policy for purposes of audit, dispute resolution, and trust and safety.

5.3 Force majeure

ZOOP shall not be liable for any failure or delay in performance under this Policy attributable to events beyond its reasonable control, including acts of God, natural disasters, epidemics, pandemics, civil unrest, governmental orders or restrictions, courier or logistics disruptions, internet or telecommunications failures, or strikes.

5.4 Amendments

ZOOP reserves the right to amend this Policy from time to time. Material amendments shall be communicated through the platform, by e-mail, or by such other means as ZOOP may consider appropriate. The version of the Policy in force at the time of order placement shall apply to that order.

5.5 Severability

If any provision of this Policy is held to be invalid, illegal, or unenforceable by any court or authority of competent jurisdiction, the remaining provisions shall continue in full force and effect.

5.6 Governing law and jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Subject to the arbitration provisions in our Terms of Service, the courts at New Delhi shall have exclusive jurisdiction over any matter arising out of or in connection with this Policy.