Cancellation & Refund Policy

Cancellation Policy

Cancellation Before We Have Shipped Your Order

In case you cancel your order before we have shipped it, you will get 100% refund of the bill amount. To cancel, you can write to our customer support team on connect@zoe.menu with the subject line - "Cancel My Order . In such cases, your order will be cancelled by us and the money will be refunded within 24 - 28 business hours after the cancellation request. Your refund will be processed in the same mode that we originally received your payment. It might take additional 2 - 3 days before the refunded amount reflects in your account.

Cancellation After We Have Shipped Your Order

In case your order has been shipped by us, you will get 90% refund of the MRP value of the products ordered by you. We provide free shipping service to all our customers, hence in case a customer cancels their order, we charge them a shipping fee.

To cancel, you can write to our customer support team on connect@zoe.menu with the subject line - "Cancel My Order . In such cases, your order will be cancelled by us and the money will be refunded within 24 - 28 business hours after the cancellation request. Your refund will be processed in the same mode that we originally received your payment. It might take additional 2 - 3 days before the refunded amount reflects in your account.

Return, Replacement and Refund Policy

Returning An Item You Have Received

We have a "no-questions-asked" refund policy. You can raise a request to return/exchange a product within 7 days of its delivery. We charge you 10% of the MRP value of the products returned by you as cancellation charges. Why do we charge this? This is how much it costs us to ship your order to you. Since we do not charge a shipping fee, we think it's only fair for the customer to bear the cost of shipping the products back to us.

We also accept partial returns wherein you can raise a return request for one or all products in your order. To initial your return, you can contact our customer support on connect@zoe.menu with the subject line - "Return my order . We will contact you via call and pick up the products within 4 - 6 business days. We will initiate the refund or replacement process only of the products are received by us in their original packaging and are not used by the customer. Your refund will be processed in the same more that we originally received your payment in. In case pick-up service is not available in your pin code, you will have to self-ship the products back to us. We will not bear the cost of shipping in this case.

Pre-requisite for accepting a return request and refunding of the amount.

  • The product should not be damaged due to misuse/overuse
  • The product should be in the original packaging including price tags, labels, freebies, etc
  • Product is used or altered
  • If request is initiated after 7 days of delivery of order.

Please note: Under no circumstances will we accept returns of half-used products.

Refund will only be processed after we have physically received the product(s) from you.

Returning A Product Received In Damaged Condition

Our shipments go through rigorous quality check processes before they leave our premises. However, in a rare case that your product is damaged during shipment or transit, you can request for a replacement or refund. In this case, you can inform us about the issue within 7 days of receiving the order on connect@zoe.menu with the subject line "Damaged/defective product received ". Kindly share an image of the product with us. We will arrange for pick-up of your product, and initiate the refund / replacement of the product within 2 - 4 business days.

Refund For A Product You Have Consumed

We do not accept refund request for a product that you have consumed fully or partially, under any circumstances. All our products are 100% safe, and there are no side-effects. Hence no refunds for fully or partially consumed products are entertained.

Missing Items In Your Product

In case one or more items in your pack is missing, you can drop us an email on connect@zoe.menu with the subject line "Missing Item ". We will get back to you within 48 hrs and ship the missing orders to you on priority.

Mode Of Refund For The Returned Orders

SECTION 2: WHAT DO WE DO WITH YOUR INFORMATION

  • In case of payments done through debit/credit cards, Paytm wallet, net banking, or any other wallet, the refund will be processed to the same account from which the payment was made.
  • For cash on delivery transactions, the refund will be made to the customer's bank account, which we will request you to share with us via e-mail.
  • We also have the option to refund you the amount via Zoe coupons, or Zoe credits, which can be used during future purchases.