Grand opening, Delivery Pan India.
Last updated on December 06, 2025
a. This Return, Exchange & Refund Policy (“Policy”) applies to all products purchased on the ZoonKash website and/or mobile application (“Platform”).
b. By placing an order on the Platform, you agree to the terms of this Policy read with our Terms of Service and Privacy Policy.
a. Due to the nature of handmade organic shampoo and related personal care products, returns are accepted only in the following cases:
You receive a wrong product (different from what was ordered).
You receive a damaged or leaking product.
You receive an expired product or a product with less than the minimum shelf life as disclosed on the Platform (where applicable).
b. Products will not be eligible for return in the following situations:
Opened, used, or partially used products.
Products with tampered or missing original seal, labels, or packaging.
Products damaged due to misuse, improper storage, or negligence after delivery.
Allergic reactions or dissatisfaction with fragrance/texture/effect, as individual results may vary.
c. Any free gifts, sample packs, or promotional items sent with your order cannot be returned or exchanged separately.
a. You must raise a return request within 48 hours of delivery for damage, leakage, wrong or missing items, along with clear photos/videos of:
Outer shipping box.
Product with visible damage/defect.
Shipping label on the package.
b. For expiry or shelf-life related issues, you must raise a return request within 7 days of delivery with photos of the batch number and expiry date.
c. All return requests will be subject to internal verification and approval. ZoonKash reserves the right to reject a return request if:
Evidence provided is insufficient or unclear.
The product appears to have been used, mishandled, or tampered with.
a. To initiate a return, you must contact us through one of the following:
Email: customercare@zoonkash.com
Phone/WhatsApp: +91 84919 31135
b. When raising a request, please provide:
Order ID.
Product name and quantity.
Reason for return.
Supporting images/videos.
c. Once your return request is approved, one of the following will apply based on your pincode and courier availability:
Reverse pickup by our logistics partner; or
You may be asked to self-ship the product to a specified address, in which case a shipping reimbursement may be provided as per our confirmation in writing.
d. You must ensure that the product is securely packed to prevent damage in transit and is handed over to the courier within the timeline communicated by our support team.
a. Subject to stock availability and eligibility under this Policy, you may request an exchange instead of a refund in the following cases:
Wrong product delivered.
Damaged or leaking product on delivery.
b. If the requested replacement product is not available, we may offer:
A different product of equal value; or
A refund to the original mode of payment; or
Store credit/coupon for future purchases (where available).
c. ZoonKash reserves the right to decide whether a replacement, substitute product, refund, or store credit will be provided, based on product availability, logistics feasibility, and internal guidelines.
a. For reasons of hygiene and safety, the following are non-returnable and non-exchangeable unless delivered damaged, defective, or wrong:
Opened or used bottles of shampoo or other personal care products.
Products purchased during clearance or final sale where it is clearly mentioned “No Return/Exchange”.
Product bundles/combo packs where only one item is claimed as defective (unless the entire bundle is returned).
a. Once the returned product is received (where applicable) and inspected, you will be notified of the approval or rejection of your refund.
b. If approved, refunds will be processed as follows:
Prepaid orders: Refund to the original source of payment (credit/debit card, UPI, net banking, wallet, etc.), subject to your bank/payment provider’s timelines (typically 5–7 business days after initiation).
Cash-on-delivery orders: Refund via bank transfer, UPI, or wallet credit (as may be made available), after you provide valid details.
c. Shipping charges, COD charges, convenience fees, or any other handling charges are non-refundable, except where ZoonKash is at fault (wrong/expired/damaged item shipped).
d. In cases of partial return of multi-item orders, the refund amount will be limited to the price of the returned item(s) only, minus any discounts that were applied proportionately.
e. ZoonKash will not be liable for any delays on the part of banks, payment gateways, or other intermediaries in crediting the refund.
a. Orders can be cancelled by you only before dispatch. Once the order is shipped, cancellation will not be possible and the order will be treated as per this Policy.
b. ZoonKash may cancel your order partially or fully due to reasons including but not limited to:
Product out of stock or discontinued.
Payment issues or suspected fraudulent transactions.
Incomplete or unverifiable shipping address or contact details.
c. In case of cancellation by ZoonKash, the refund will be processed to your original payment method or as store credit (as applicable).
a. If you have purchased products under any promotional offer, combo deal, or discount, and are returning part of the order, the refund will be adjusted proportionately based on the applicable offer terms.
b. Free gifts or promotional items provided with an order may need to be returned along with the main product, failing which the value of such items may be deducted from the refund.
a. ZoonKash’s liability under this Policy is limited to providing a replacement, refund, or store credit for the affected product in accordance with the terms herein.
b. ZoonKash shall not be responsible for any indirect, incidental, consequential, or special damages arising from the use or inability to use the products, to the fullest extent permitted by applicable law.
