Refund & Cancellation Policy

When an order may be cancelled

An order may generally be cancelled while it is still eligible for cancellation and has not progressed too far into processing, packing or shipment.

We recommend submitting a cancellation request as soon as possible after placing the order.

How to request cancellation

Where cancellation functionality is available in your customer account, you may use that option while the order remains eligible.

You may also contact our customer support team and provide:

• Your order number.
• Your registered mobile number or email address.
• The item or order you want to cancel.
• A brief cancellation reason, where requested.

Requests should be made through our official contact details to reduce the risk of fraud or unauthorised cancellation.

When cancellation may no longer be possible

A customer cancellation may no longer be possible where:

• The order has already been shipped or handed to a courier partner.
• Packing or fulfilment has progressed to a stage at which cancellation cannot reasonably be stopped.
• The item is customised, personalised or altered specifically for the customer.
• The order has already been delivered.

After delivery, an eligible request must be handled under our Return Policy rather than as a pre-shipment cancellation.

When we may cancel an order

We may cancel all or part of an order where reasonably necessary and permitted by applicable law, including where:

• The ordered item becomes unavailable.
• A genuine inventory mismatch occurs.
• A material pricing or catalogue error is detected.
• Payment cannot be verified.
• Delivery information is incomplete or invalid.
• Fraudulent or unauthorised activity is suspected.
• Delivery to the supplied location cannot reasonably be completed.

If we cancel a successfully prepaid order, the eligible amount received for the cancelled portion will be refunded.

When a refund may become payable

A refund may become payable in circumstances including:

What happens before the refund

Where the money is returned

For prepaid orders, approved refunds are normally initiated to the original payment method used for the transaction.

Depending on the original transaction, this may include the applicable:

• UPI account.
• Debit card.
• Credit card.
• Net banking source.
• Wallet or supported payment account.
• Other original payment source supported by the payment provider.

If refunding to the original source is technically or legally unavailable, we may request appropriate information for another lawful refund method.

How long a refund may take

Once an eligible refund is approved and initiated by us, the amount will generally appear within 5 to 10 business days, depending on the payment gateway, bank, UPI provider, card network or other payment institution involved.

The processing time shown above begins after the refund has been initiated, not from the date on which the cancellation or return request was first submitted.

Some payment institutions may display a reversed, adjusted or refunded transaction differently in your statement.

Amount debited but order unsuccessful

A payment can occasionally be debited by your bank or payment service while the transaction remains failed or unconfirmed on our website.

In such cases:

• Do not make repeated payments immediately unless necessary.
• Check whether an order confirmation was generated.
• Keep the transaction or UPI reference available.
• Contact us if the payment remains unresolved.

Where the amount was not successfully settled to us, reversal is generally handled by the bank, UPI service or payment provider according to its transaction reconciliation process.

Where payment is confirmed as successfully received by us but no valid order can be fulfilled, an eligible refund will be initiated after verification.

If the same order is charged twice

If multiple successful charges are recorded for the same valid transaction and only one payment was payable, contact us with the relevant transaction references.

After verification, the eligible duplicate amount will be refunded to the appropriate payment source.

Refunds for COD orders

If Cash on Delivery is offered for a particular order, there is normally no prepaid amount to refund when the order is successfully cancelled before delivery.

Where a delivered COD order becomes eligible for a monetary refund after an approved return, we may request appropriate bank or UPI information necessary to transfer the approved amount.

The customer must provide accurate refund information. We are not responsible for delays caused by incorrect bank or UPI details supplied by the customer.

What happens to delivery charges

Whether original shipping or handling charges are refundable depends on the reason for the refund.

Charges may generally be refunded where:

• We cancel the entire prepaid order.
• The wrong product was supplied by us.
• An accepted product was delivered materially damaged or defective.
• Applicable law requires refund of the charge.

Charges may not be refundable where:

• The product was successfully delivered and the return is based only on a discretionary change-of-mind request.
• A non-refundable service was already properly performed, where such treatment is legally permitted.

Orders containing multiple items

If only part of a multi-item order is cancelled or returned, the refund may be limited to the amount attributable to the eligible item or items.

Any order-level discount, coupon, promotional benefit or shipping adjustment may be recalculated where reasonably necessary to determine the correct refund amount.

A refund calculation will not be used to deprive the customer of mandatory rights available under applicable law.

What to do if the refund does not appear

If we have confirmed that a refund was initiated but the amount does not appear after the expected processing period:

• Review the original payment source or bank statement.
• Check for transaction reversals or credits under the original transaction reference.
• Contact your bank or payment provider where appropriate.
• Contact Zyvoria Shop with your order number and available refund reference.

We will provide reasonable assistance to trace a refund initiated from our side.

Refund verification and misuse

We may conduct reasonable verification where a refund request shows indicators of fraud, duplicate claims, altered evidence, unauthorised transactions or abuse of our return and refund process.

Subject to applicable law, fraudulent claims may be rejected and relevant account activity may be restricted.

Legitimate statutory consumer claims will not be denied merely because verification is required.

Statutory rights remain protected

Nothing in this Policy is intended to remove, restrict or waive rights that cannot lawfully be excluded under applicable Indian consumer protection law.

Where a refund or other remedy is required by applicable law, that legal requirement will prevail over any conflicting discretionary term in this Policy.

Changes to this Policy

We may update this Refund & Cancellation Policy when our payment processes, logistics, customer services or applicable legal requirements change.

The latest version will be published on this page with an updated “Last Updated” date.