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Effective Date: 21st December 2024
This Cancellation Policy should be read with our Terms & Conditions, Return & Refund Policy, Privacy Policy, and Disclaimer. It aligns with applicable Indian laws and e-commerce practices.
1. Scope & Definitions
• Order: A purchase order placed on our website.
• Pre-Shipment: Order status is “Processing/Confirmed/Ready to Pick” (not yet handed to courier).
• Post-Shipment: Order has been dispatched/handed to the courier.
• COD: Cash on Delivery.
• Prepaid: Paid using UPI, cards, net banking, wallets, or BNPL.
2. Customer-Initiated Cancellation
A. Before Shipment (Pre-Shipment)
• You may cancel within 12 hours of placing the order or before it changes to “Ready to Ship,” whichever is earlier.
• Prepaid orders: Full refund (product + prepaid shipping, if charged).
• COD orders: Cancelled with no charge. COD convenience fee (if applicable) may be non-refundable.
• How to cancel: Email support@zeigonline.com with your Order ID, or use My Account → Orders → Cancel option (if available).
B. After Shipment (Post-Shipment)
• Once shipped, cancellation isn’t possible. You may:
1. Refuse delivery (counts as Return-after-Dispatch), or
2. Accept delivery and raise a return under our Return & Refund Policy.
• For Refusal at Delivery or RTO:
– Prepaid: Refund after return and inspection (3–5 days). Outward/RTO shipping may be deducted unless it’s our fault.
– COD: No exchange of money. Repeated refusals may disable COD for your account.
3. Partial Cancellation in Multi-Item Orders
• You can cancel unshipped items only.
• Shipped items must follow the Return process.
• Refunds for prepaid orders are issued pro-rata for cancelled items.
4. Order Modification (Address/Size/Color)
• Address changes allowed before shipment. Write to support@zeigonline.com with Order ID and new address.
• Size/Color changes: Cancel item (if pre-shipment) and place a new order. Post-shipment, request an exchange after delivery.
5. Non-Cancellable Items
• Customized/Personalized and clearance items are non-cancellable.
• Pre-order items may be cancellable only within the indicated window on the product page.
6. ZEIG-Initiated Cancellations (Our Right to Cancel)
We may cancel orders due to:
• Product unavailability or stock issues.
• Pricing/listing errors or incorrect info.
• Payment/fraud risks flagged by systems or banks.
• Regulatory/logistics issues or non-serviceable pin codes.
• Bulk/resale orders, unusual purchase patterns, or repeated refusals.
In such cases, prepaid refunds are processed for cancelled portions.
7. Refunds on Cancellation
A. Prepaid Orders (Cancelled Pre-Shipment)
• Full refund to original payment method.
• Timelines:
– UPI/Wallets: 3–5 business days
– Cards/Net Banking: 5–7 business days
– BNPL: As per BNPL provider policy
B. Post-Shipment Refusals / RTO (Prepaid)
• Refund after return and inspection (3–5 days).
• Outward/RTO shipping may be deducted unless it’s our fault.
C. COD Orders
• No refund since payment wasn’t collected.
• If any advance/COD fee was paid, it may be non-refundable unless the error is ours.
Note: Bank/wallet/BNPL timelines are beyond our control. ARN/UTR details shared on request.
8. Vouchers, Coupons, Store Credit & Gift Cards
• Coupon discounts on cancelled items are not reinstated after expiry.
• Store credits/Gift cards reissued for cancelled portion (subject to expiry).
• Cashback or partner offers handled per third-party terms.
9. Bulk/Corporate Orders
• Bulk/wholesale orders may not be cancellable after written confirmation.
• Cancellation may attract charges for committed production/logistics.
10. Special Cases
• Address unreachable/incorrect: Order cancelled and refunded per Section 7(B).
• Multiple failed delivery attempts: Treated as RTO; charges per Section 7(B) may apply.
• Suspected misuse: We may require prepayment or cancel future orders.
11. How to Raise a Cancellation Request
• Email: support@zeigonline.com
• Subject: “Cancellation – Order #XXXXXX”
• Body: Order ID, Item(s) to cancel, Reason (optional), and for address changes—new full address and pin code.
• We aim to acknowledge within 24 hours and process within 3–7 business days.
12. Grievance Redressal
• Email: support@zeigonline.com
• Phone: +91-9918613977
• Address: Innov8 Co-Working, 3rd Floor, Orchid Center, Sector 53, Gurugram, Haryana 122002, India
• Complaints acknowledged within 24 hours and resolved within 15 days.
13. Governing Law & Jurisdiction
This policy is governed by the laws of India and subject to the exclusive jurisdiction of the courts at Gurugram, Haryana.
14. Updates to this Policy
We may revise this policy periodically. The “Effective Date” will reflect the latest version. Continued use of our services implies acceptance of updates.