Last Updated: September 2026
This Refund & Cancellation Policy applies to orders placed through ZIPMART, a hyperlocal marketplace operated by Elegaant Eagle Eye Private Limited.
ZIPMART connects customers with independent shops and vendors. Refund and cancellation eligibility may depend on the order status, product type, reason for cancellation, vendor availability, and applicable law.
1. Cancellation by the Shop or Vendor
If a shop declines an order, is unable to fulfil the order, or does not accept the order within the applicable acceptance period, the affected items may be cancelled automatically.
If all items in an order are cancelled, the entire order may be cancelled and the eligible amount will be refunded in accordance with this policy.
2. Cancellation by the Customer
Customers may request cancellation of an order through the ZIPMART application, subject to the order status.
Cancellation may not be possible after the shop has started preparing, packing, or processing the order.
If an eligible cancellation is made before fulfilment has commenced, the customer may receive a full refund.
If cancellation occurs after preparation or fulfilment has started, the refund amount may be reduced or unavailable where permitted by applicable law and depending on the nature of the products ordered.
3. Unavailable or Out-of-Stock Items
If a shop cannot supply one or more items in an accepted order, those items may be removed from the order.
Customers will be refunded for eligible items that were paid for but not supplied.
If the unavailable items make the remaining order impractical to fulfil, the affected order may be cancelled and the applicable amount refunded.
4. Incorrect, Damaged or Missing Items
If you receive an item that is incorrect, damaged, defective, or missing, you should contact ZIPMART customer support as soon as reasonably possible after delivery.
We may request relevant information such as photographs, order details, or other evidence to investigate the issue.
Depending on the circumstances and applicable law, we may provide a refund, replacement, credit, or other appropriate resolution.
5. Delivery Issues
If an order cannot be delivered because of circumstances attributable to the vendor or delivery process, ZIPMART may cancel the affected order or provide an appropriate resolution, including a refund where applicable.
If delivery cannot be completed because the customer provides an incorrect address, is unavailable to receive the order, refuses delivery, or otherwise prevents successful delivery, the refund may be limited or unavailable depending on the circumstances and applicable law.
6. Refund Processing
Once a refund is approved, ZIPMART will initiate the refund through the applicable payment method or payment service provider.
The time taken for the refunded amount to appear in the customer's account may depend on the payment method, bank, card issuer, payment service provider, or other financial institution.
ZIPMART cannot guarantee the exact processing time controlled by third-party payment providers.
7. Refunds for Partial Orders
Where only part of an order is unavailable, cancelled, missing, or otherwise eligible for a refund, ZIPMART may issue a refund for the affected item or applicable portion of the order rather than cancelling the entire order.
Applicable delivery, platform, packaging, or other charges may be treated separately depending on the circumstances of the cancellation or refund.
8. Coupons, Discounts and Promotional Offers
If an order paid using a coupon, discount, promotional offer, or other benefit is cancelled or refunded, the treatment of the promotional benefit will depend on the applicable offer terms.
Unless otherwise stated, coupons and promotional benefits are not exchangeable for cash.
A coupon or promotional benefit that has expired or has already been used may not be reinstated unless ZIPMART determines otherwise or applicable law requires it.
9. Payment Failure
If a payment fails but the customer's bank or payment provider has nevertheless deducted the amount, the transaction will be checked against the payment status received by ZIPMART or its payment provider.
Where ZIPMART receives confirmation that the payment was unsuccessful but the customer's account was debited, the amount will be handled according to the applicable payment provider's settlement and refund process.
Customers may be asked to provide transaction details to help investigate payment discrepancies.
10. Duplicate Payments
If a customer is charged more than once for the same order due to a payment or technical issue, the duplicate amount will be reviewed and, where confirmed, refunded through the applicable payment method.
11. Non-Returnable or Restricted Products
Certain products may not be eligible for cancellation, return, replacement, or refund because of their nature, hygiene requirements, perishability, applicable law, or vendor policy.
Where applicable, such restrictions will be communicated to customers through the platform or during the ordering process.
Nothing in this policy is intended to remove or restrict any mandatory consumer rights available under applicable law.
12. Fraudulent or Abusive Refund Requests
ZIPMART may investigate refund requests where there is suspected misuse, fraudulent activity, repeated abuse of refund policies, false claims, or other suspicious activity.
Where permitted by applicable law, ZIPMART may restrict accounts or take other appropriate action following such investigation.
13. How to Request a Refund or Report an Issue
Customers can contact ZIPMART customer support regarding an eligible cancellation, refund, missing item, damaged item, incorrect item, or other order issue.
Please provide:
Order ID
Registered mobile number
Description of the issue
Relevant photographs or supporting information, where applicable
Support Email: support@zipmartshop.com
Support Phone: +91 9886658658
14. Changes to This Policy
ZIPMART may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, or applicable laws.
The updated policy will be published on the ZIPMART website or application with the revised “Last Updated” date.